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Course ID: 12045
| Course Duration: 4 Days
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Course Dates:
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ICMPT1 (Cisco?? ICM Product Training Part 1) Training Class
Course ID: 12045
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ICMPT1 (Cisco?? ICM Product Training Part 1) Training Seminar
The first day of ICMPT1 is an overview of the Cisco Intelligent Contact
Manager (ICM) system, including terminology, features, functions, components,
and capabilities. It features an excellent introduction for call center
personnel who will have a day-to-day interaction with the ICM product.
Over the following three days, the course introduces ICM configuration, basic
scripting, and basic reporting. Topics include why we configure the ICM system
and what needs to be configured. Students will perform basic scripting for
configured objects, scheduling scripts, and checking the scripts with Call
Tracer, and other ICM tools and utilities. They will discuss and perform
exporting/importing scripts; deleting and re-naming configuration objects; using
an external SQL database in a DB Lookup script; call variables; having multiple
skill groups assigned to a service; and using Caller Entered Digits (CED) to
make selections for correct routing. Students will learn how to use the route
select node in scripting and configure a translation route. The course also
features a discussion of the various ICM tools and wizards.
The course also teaches students how to create an administrative script and
configure a new contact center. Other ICM system topics covered in this 4-day
course include: perform contingencies in scripting; create and use enterprise
services and skill groups; start the call generator; and monitor a script with
simulated live data. The course concludes with the reporting capabilities of the
ICM system. WebView is used to launch several different report templates,
setting thresholds, and performing drilldowns.
This course is based on ICM Release7.0.
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Agenda |
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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
- 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 |
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Audience |
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Middle and Senior Managers, Call Center Managers, Product Managers, Console
Operators, Telecom A
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ICMPT1 (Cisco?? ICM Product Training Part 1) Training Course Dates and Locations
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Course ID: 12045
| Course Duration: 4 Days
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Locations: |
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