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Cisco ICM Product Training Part 2

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Course Length - 4 Days

Description

Cisco ICM Product Training Part 2 v7.0 is a follow on to Cisco ICM Product Training Part 1 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 first day covers deployment models, deployment planning, ICM processes, functional descriptions, and fault tolerance.

Over the next three days the students will use a basic design (based on the Cisco ICM Product Training Part 1 v7.0 class) and create a duplexed ICM Central Controller with two contact centers. 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 Cisco ICM Product Training Part 1 v7.0, the students will configure and script for their business logic.

The course concludes by 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 Release7.0.

You Will Learn

After completing this course, the student should be able to: 

  • 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

Prerequisites

  • Completion of Cisco ICM Product Training Part 1 v7.0
  • Strong working knowledge of MS Windows Server 2003 and Active Directory
  • Familiarity with your call center operations (ACD, Network, and any IVR implementations)
  • Working knowledge of MS SQL Server 2000
  • TCP/IP Networking

Who Should Attend

This course is primarily intended for ICM Administrators, Deployment Engineers, System Engineers, and other individuals responsible for:

  • ICM Administration
  • Deploying and Maintaining ICM