IP Contact Center Enterprise v1.0

Course Length - 4 Days

Description

The new release Cisco IP Contact Center Enterprise v1.0 class is based on updated Call Manager, IP IVR and ICM software. All labs have been rewritten and tested. New call flows have been created and are used as the basis to help students understand how to configure IP Contact Center and understand how it operates. The new course also includes coverage of CAD, the Cisco Agent Desktop, and expanded reporting.

You Will Learn

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

Accurately explain the IPCC solution concept
Identify solution models and their issues
Build a "clean order" for an IPCC solution
Design an IPCC Solution using all applicable components
Install, configure, test and maintain IPCC components for the single-site environment
Formulate and implelment IPCC call flows and routing
Use Cisco's standard IPCC Deployment Tools
Troubleshoot the IPCC solution set.

Prerequisites

Attendance and Completion of ICMPT (ICM Product Training)
- Intelligent Contact Manager Bootcamp -OR-
- Cisco ICM Product Training Part 1 v7.0 and Cisco ICM Product Training Part 2 v7.0
Attendance and Completion of Call Manager
Recommended Attendance and Completion of CRSD

Who Should Attend

This course is intended for personnel who will implement, configure and support the Cisco IPCC Product and have already attended training on the ICM Product: