Cisco ICM Product Training Part 1 (ICMPT1)

Cisco Intelligent Contact Manager course provides an understanding of ICM system terminology, features, functions, components, and capabilities. The 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, setting thresholds, performing drilldowns. This course is based on ICM Release7.0.

Course Objectives

• 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 WebViews standard report templates

Prerequisites

• Basic knowledge of MS Windows Server 2003
• Familiarity with your call centre operation (ACD, Networks and any IVR implementations)

Who should attend

• Customers
• Employees
• Channel Partners/Resellers

Course outline

• Course Introduction
• Contact Centres & Routing
• ICM Components & Concepts
• ICM Options & Integration
• ICM Routing
• Configuration of Boston Site
• ICM Script Editor
• Configuration Labs
• Database Routing
• Translation Routing
• Adding a Second Site
• ICM Reporting

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