Cisco ICM Product Training Part 2 (ICMPT2)

This course is a follow on to the Cisco ICM Product Training Part 1 (ICMP1) v7.0 and provides ICM system administrators, maintenance personnel, and Cisco partners the knowledge and experience necessary to install, set-up, support, and troubleshoot the Cisco Intelligent Contact Management Enterprise Edition. The course covers deployment models, deployment planning, ICM processes, functional descriptions, and fault tolerance. Students will use a basic design (based on the ICMPT1 class) and create a duplexed ICM Central Controller with two contact centres. They will build a simple SQL database for use in database routing. After installing the required software, the students will set up their labs, and using the knowledge gained previously in ICMPT1, the students will configure and script for their business logic. The course includes monitoring and troubleshooting the Lab built during this class. Support Tools, command line and various other troubleshooting aids and techniques are discussed. This course is based on ICM Enterprise Release 7.0.

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

• Demonstrate an overall understanding of ICM system and environment
• Demonstrate an overall understanding of ICM Processes
• Use the ICM tools for basic System Administration and troubleshooting
• Install the software for ICM in a duplexed Enterprise ICM environment
• Configure and script the ICM to support Business Rules
• Perform basic troubleshooting and monitor the ICM system

Who should attend

• Customers
• Resellers/Channel Partners
• Employees

Course outline

• Course Introduction
• Architecture and Deployment
• Lab Design
• Lab Software
• Building an ICM Instance
• ICM Monitoring and Troubleshooting

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