The Cisco Intelligent Contact Manager course provides an understanding of ICM system terminology, features, functions, components &capabilities. It provides extensive coverage of ICM configuration, scripting & tools such as Call Tracer & other ICM...
- Course Outline
The Cisco Intelligent Contact Manager course provides an understanding of ICM system terminology, features, functions, components, and capabilities. This course provides extensive coverage of ICM configuration, scripting, and tools such as Call Tracer and other ICM Utilities. During the extensive course labs, students add a contact centre, complete configuration, perform contingencies in scripting, and create and use Enterprise Services and Skill Groups. Labs include starting Call Generator and monitoring a script with simulated live data. The course concludes with the reporting capabilities of ICM. WebView is used to launch several different report templates, set thresholds, and perform drilldowns. This course is based on ICM Release 7.0. It is suggested that students have CIPT1, UCCXD, Call Centre experience, and Communications Manager experience prior to enrollment. This course is for Call Center support staff, ICM, or IPCCE staff.
Audience Customers, Channel Partners / Resellers, Call Center support staff, ICM or IPCCE staff.
Skills taught After completing this course the student should be able to:
Demonstrate an overall understanding of the Cisco ICM system and environment
Describe the features, functions, and capabilities of ICM
Configure a generic ICM system using the Configuration Manager Tool
Create several call routing and administrative scripts using the Script Editor tool
Generate real-time and historical ICM reports using WebView¿s standard report templates
Course outline • Course Introduction
• Contact Centers and Routing
• ICM Components and Concepts
• ICM Options and integration
• ICM Routing
• Configuration of Boston Site
• ICM Script Editor
• Configuration Labs
• Database Routing
• Configuration Labs
• Translation Routing
• Adding a Second Site
• ICM Reporting
- Prerequisites & Certificates
Suggested: Call Center Experience Communication Manager Experience CIPT1 UCCXD
- Cancellation Policy
Public Schedule - Instructor Led Training:
Cancellation notice of 10 (ten) business days is required to cancel a course without penalty. Cancellation of less than 10 (ten) business days prior to the start of the course or non-attendance will result in a charge of 100% of the course cost.
Group (Dedicated) Training: Cancellation notice of 15 (fifteen) days is required to cancel a private course without penalty. Cancellation of less than 15 (fifteen) days will result in a charge of 100% of the private training cost.
Substitutions of enrolled students in scheduled classes are permitted prior to the class start on the first day. ARP's choice of instructor for any course is subject to change.
- Map & Reviews
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