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Course ID: 13297
| Course Duration: 5 Days
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Course Dates:
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ICMBC (Intelligent Contact Manager Boot Camp v7.0) Training Class
Course ID: 13297
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ICMBC (Intelligent Contact Manager Boot Camp v7.0) Training Seminar
This accelerated course combines two complete Cisco courses: Intelligent
Contact Management Product Training Part 1 (ICMPT1) and Intelligent Contact
Management Product Training Part 2 (ICMPT2). By removing redundant material,
extending the teaching days (8 AM to 6 PM), and emphasizing the most important
aspects of Cisco's Intelligent Contact Management (ICM) system, this Boot Camp
consolidates 8 days of training into 5 days - maximizing the return on your time
out of the office.
In the two-and-a-half-day ICMPT1 portion, you will get an overview of the Cisco ICM system and examine configuration, basic scripting, WebView reporting, Pre-Routing, Post-Routing, and translation routing.
In the ICMPT2 portion, which also lasts two and a half days, you'll get the knowledge and experience you need to install, set up, support, and troubleshoot the ICM. After installing and configuring Cisco ICM software as used in ICMPT1, you'll use a pre-configured IPCC Express for the second Contact Center and connect it by installing an IPCC Express Gateway PG. Installation also includes a WebView Server, a Historical Data Server (HDS), and the optional products for Application Gateway and Database Routing. Cisco Support Tools v2.0 will be introduced and installed in class. Using Support Tools Dashboard utility and various monitoring and testing utilities (the process Log files, command line reference, etc.), you will learn to identify, analyze, and diagnose various system alarms and events.
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Agenda |
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ICMPT1 v7.0
1. Call Routing Concepts
Call Routing Options
ICM Components
ICM Call Routing
2. Boston Contact Center
Configure Boston Contact Center
Script Editor
3. Basic Administration
Additional Boston Configuration
Advanced Script Editor
Administration Labs
4. Extended Functions
External Database Lookup
Call Variables
Multiple Skill Groups
5. Administrative Scripts
6. Translation Routing
7. Virtual Contact Center
Adding A Contact Center
Enterprise Services and Skill Groups
8. WebView
ICMPT2 v7.0
1. ICM Topology
ICM Deployment Models
Network Segmentation
QOS Requirements
2. Processes
Functional Description
Fault Tolerance
3. Classroom Lab Setup
Before you begin
Third-Party Software
4. Central Controller
Domain Manager
Router
Logger
5. Admin Workstation and Historical Data Server
Admin Workstation
Historical Data Server (HDS)
6. Device Management Protocol Devices
Network Interface Controller (NIC)
Peripheral Gateway (PG)
7. Routing Options
External SQL Database
Application Gateway
8. IPCC Express Gateway PG
9. Administration Tools
WebView Server
Support Tools
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Audience |
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This intense and fast-paced course is intended for personnel who will implement, configure, and s
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ICMBC (Intelligent Contact Manager Boot Camp v7.0) Training Course Dates and Locations
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Course ID: 13297
| Course Duration: 5 Days
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Locations: |
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