IP Contact Center Enterprise

Course description
This course is intended for personnel who will implement, configure and support the Cisco IPCC Enterprise and have already attended training on the ICM. This course is based on ICM 7.0, CallManager 4.1 and CRS 4.0.


Learning objectives
After you complete this course, you will be able to:

• Explain the IPCC solution concept, components, and interaction of components
• Identify new features in IPCC 7.0
• Describe IPCC deployment models and their issues
• Determining IPCC queing and routing client options
• Design an System IPCC lab and production system
• Install, configure, test, and maintain IPCC components
• Design IPCC call flows
• Creating IPCC script
• Use Cisco's standard IPCC deployment tools
• Troubleshoot the IPCC solution set

Who should attend
IPCCE is designed for Cisco customers and Channel Partners who deploy and maintain Cisco Unity systems.


Recommended prerequisites

• ICM Product Training (ICMPT)
• Cisco IP Telephony Part 1 (CIPT1)
• IPCC Express & IP IVR Deployment (CRSD) (recommended)
• Working knowledge of Windows 2003 Server, Windows XP
• Basic knowledge of SQL Server 2000

Course outline
Lesson 1: IPCC Pre Routing Call Flow

• IPCC Pre Routing from IXC Call Flow

Lesson 2: IPCC Post Route from CallManager Call Flow

• IPCC Post Route from CallManager Call Flow

Lesson 3: Configure CallManager for IPCC

• Adding an IP Phone
• Adding a User
• Adding Additional IP Phones
• Configure a Route Point

Lesson 4: CRS Script Editor

• Lecture and demo on CRS Script Editor

Lesson 5: Create a CRS Script

• Create the CollectDigits.aef Script

Lesson 6: Configure IPIVR for IPCC

• Initial Setup Configuration
• Provisioning the JTAPI Provider
• JTAPI Call Control Group Configuration
• Verifying the CTI Port Associations
• Cisco Media Termination Dialog Group Configuration
• Uploading Prompts to Repository
• Uploading Scripts to Repository
• Creating an Application
• Configuring the ICM Subsystem

Lesson 7: ICM Configuration

• Configure Network VRU
• Configure Network VRU Script
• Configure Peripheral Gateway PG1A
• Configure IPIVR Network Trunk Group and Trunk Group
• Configure a Generic Service for Translation Routes
• Configure Agent Desk Setting
• Configure Peripheral Gateway PG2A
• Configure CM Network Trunk Group and Trunk Group
• Configure Skill Group for PreSales
• Configure Additional Skill Group for PostSales
• Configure an Agent
• Configure an Additional Agent
• Creating a Supervisor
• Creating an Agent Team
• Configure a Device Target and Label
• Configure Additional Device Target and Label
• Configure a Call Type
• Configure a Dialed Number
• Mapping the Dialed Number to a Call Type

Lesson 8: ICM Component Installation

• Installing Peripheral Gateway PG1A (IPIVR)
• Starting Peripheral Gateway PG1A
• Install the Cisco JTAPI Plug in
• Installing Peripheral Gateway PG2A (CM)
• Installing CTI Gateway CG2A (CTI Server)
• Starting the Processes

Lesson 9: CTIOS and CTIOS Desktop

• Installing CTI Object Server (CTI OS)
• Installing Cisco CTIOS Softphone
• Login to CTIOS Supervisor and Agent Desktop

Course labs
Lab 1: Configure CallManager for IPCC
Lab 2: Create a CRS Script
Lab 3: Configure IPIVR for IPCC
Lab 4: ICM Configuration
Lab 5: ICM Component Installation
Lab 6: CTIOS and CTIOS Desktop
Lab 7: Translation Route Wizard
Lab 8: ICM Script and Call Tracer
Lab 9: System IPCC Installation
Lab 10: Deployment Wizard
Lab 11: Post Installation Configuration
Lab 12: IPCC Scripting
Lab 13: CAD Workflow
Lab 14: Cisco Outbound Option Installation