ICMPT Fundamentals (ICMPTFUN)

Course Objectives
Course outline· Overview of ICM
· Components used within ICM
· How ICM manages the Call flow either from the Carrier Network (Pre-Route) or from within the Contact Centre (Post-Route) How to manage CTI (Computer Telephony Integration) Data using Translation Route
· Using the tools of the Administration Workstation
· Configuration Manager
· Script Editor
· Call Tracer
· Router Log Viewer
· Others covered briefly
· Writing a basic script and testing it



Prerequisites
Delegates are required to meet the following prerequisites:
· Experience of Call / Contact Centres
· Basic understanding of SQL databases or relational DBs in general



Who should attend

• Customers
• Employees
• Channel Partners/Resellers

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