Career Training >> Information Technology Training >> Cisco Training >> IPCCE (Cisco IP Contact Center Enterprise v1.0) Training Seminar
Course ID: 12061 | Course Duration: 4 Days
Course Dates: 
 
Career Training
 

IPCCE (Cisco IP Contact Center Enterprise v1.0) Training Class

Course ID: 12061 		 
 
Course Snapshot View Dates Add To My Courses Get More Information About This Course Register Online Register By Fax On-Site Training View Printer Friendly Version
 
     
 

IPCCE (Cisco IP Contact Center Enterprise v1.0) Training Seminar

The new release Cisco IP Contact Center Product Training v7.0 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. 		 
     
     
  Course Details  
     
     
  Agenda  
 

Volume 1



1: IPCC Pre-Routing from IXC Call Flow



2: IPCC Post Route from CallManager Call Flow



3. Configure CallManager for IPCC - Includes Lab




  • Add an IP Phone


  • Add a User


  • Add Additional IP Phones


  • Configure a Route Point



4: CRS Script Editor



5. Create a CRS Script - Includes Lab



6. Configure IPIVR for IPCC - Includes Lab




  • Initial Setup Configuration


  • Provision the JTAPI Provider


  • JTAPI Call Control Group Configuration


  • Verify the CTI Port Associations


  • Cisco Media Termination Dialog Group Configuration


  • Upload Prompts to Repository


  • Upload Scripts to Repository


  • Create an Application


  • Configure the ICM Subsystem



7. ICM Configuration - Includes Lab




  • 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


  • Create a Supervisor


  • Create an Agent Team


  • Configure a Device Target and Label


  • Configure Additional Device Target and Label


  • Configure a Call Type


  • Configure a Dialed Number


  • Map the Dialed Number to a Call Type



8. ICM Component Installation - Includes Lab




  • Install Peripheral Gateway PG1A (IPIVR)


  • Start Peripheral Gateway PG1A


  • Install the Cisco JTAPI Plug-in


  • Install Peripheral Gateway PG2A (CM)


  • Install CTI Gateway CG2A (CTI Server)


  • Start the Processes



9. CTIOS and CTIOS Desktop - Includes Lab




  • Install CTI Object Server (CTI OS)


  • Install Cisco CTIOS Softphone


  • Login to CTIOS Supervisor and Agent Desktop



10. Translation Route Wizard - Includes Lab



11. ICM Script and Call Tracer - Includes Lab




  • Create the ICM Translation-Routing Script named TransRoute


  • Test the TransRoute Script using Call Tracer


  • Test the TransRoute Script using Phones


Volume 2: System IPCC Enterprise



1. System IPCC Installation - Includes Lab




  • Initial Setup Configuration


  • Install Cisco JTAPI Plug-in



2. Web Administration Deployment Wizard - Includes Lab



3. Post Installation Configuration - Includes Lab




  • Configure a Desk Setting


  • Configure an Agent


  • Configure a Team


  • Configure a Skill Group


  • Configure a Call Type


  • Configure a Dialed Number


  • Configure IVR Scripts


  • Configure Network IVR



4. Cisco Agent Desktop (CAD)



5. Cisco Desktop Applications Installation - Includes Lab




  • Install Cisco Desktop Administrator (CDA)


  • Install CAD


  • Install Cisco Supervisor Desktop (CSD)



6. System IPCC Script - Includes Lab




  • Create the IPCC Sales Script


  • Test Call Routing



7. CAD Workflow - Includes Lab




  • Install Cisco Desktop Administrator (CAD)


  • CAD User Interface Home Page


  • Agent Desktop Workflow Creation


  • Testing CAD Workflow



8. Cisco Outbound Option



9. Cisco Outbound Option Installation - Includes Lab




  • Join the IPCCDialer to the Domain


  • Install the Outbound Dialer


  • Machine Wizard/Deployment Wizard (for IPCCDialer)


  • Configure Outbound Call Types


  • Configure Outbound Dialed Numbers


  • Configure the Outbound Skill Group


  • Enable the Outbound Option Call Variables


  • Outbound Option System Options Configuration


  • Outbound Option Dialer Configuration


  • Outbound Option Import Rule Configuration


  • Outbound Option Query Rule Configuration


  • Outbound Option Campaign Configuration


  • Enable Outbound Mode for CAD


  • Configure CallManager Device Pool


  • CallManager Bulk Administration Tool (BAT)


  • Adding a CTI Route Point for Outbound Abandon


  • Create an Outbound Administrative Script


  • Create an Outbound Reservation Script


  • Create an Outbound Abandon Script


  • Create the Sales_Survey.txt Data File


  • Test the Outbound Option


  
     
     
  Audience  
 

System engineers, Channel Partners and Resellers, and Cisco employees and customers who will impl

 
     
  Pre-requisites  
  PreReqs  
     
  Comments  
  For all course dates held in Canada, please add 5% GST to the course price. Canadian residents will need to add an additional 7% PST to the course price.  
     
     
 
On-Site Training Bring this IPCCE (Cisco IP Contact Center Enterprise v1.0) training class in-house at your facility. Request More Information Request More Information On IPCCE (Cisco IP Contact Center Enterprise v1.0)
 
Career Training
 
 
Career Training
  IPCCE (Cisco IP Contact Center Enterprise v1.0) Training Course Dates and Locations  
     
  Course ID: 12061 | Course Duration: 4 Days  
     
  Locations:  
     
  User Incentive For Registering on TrainUp.com! Gift card when you register today!  
     
 
Start Date Price      Location/Event Details Register Online Request
More Info		   Print/Fax
Register
12/08/2008 $3,495.00    Chicago, IL Register Online For The 12/08/2008 Event Request More Information   Register By Fax For The 12/08/2008 Event
12/08/2008 $3,495.00    Morrisville, NC Register Online For The 12/08/2008 Event Request More Information   Register By Fax For The 12/08/2008 Event
12/15/2008 $3,495.00    New York, NY Register Online For The 12/15/2008 Event Request More Information   Register By Fax For The 12/15/2008 Event
12/15/2008 $3,495.00    New Orleans, LA Register Online For The 12/15/2008 Event Request More Information   Register By Fax For The 12/15/2008 Event
01/12/2009 $3,495.00    Orlando, FL Register Online For The 01/12/2009 Event Request More Information   Register By Fax For The 01/12/2009 Event
01/26/2009 $3,495.00    Columbia, MD Register Online For The 01/26/2009 Event Request More Information   Register By Fax For The 01/26/2009 Event
02/09/2009 $3,495.00    Chicago, IL Register Online For The 02/09/2009 Event Request More Information   Register By Fax For The 02/09/2009 Event
02/09/2009 $3,495.00    Atlanta, GA Register Online For The 02/09/2009 Event Request More Information   Register By Fax For The 02/09/2009 Event
03/09/2009 $3,495.00    Campbell, CA Register Online For The 03/09/2009 Event Request More Information   Register By Fax For The 03/09/2009 Event
03/16/2009 $3,495.00    New York, NY Register Online For The 03/16/2009 Event Request More Information   Register By Fax For The 03/16/2009 Event
03/23/2009 $3,495.00    Chicago, IL Register Online For The 03/23/2009 Event Request More Information   Register By Fax For The 03/23/2009 Event
05/11/2009 $3,495.00    Chicago, IL Register Online For The 05/11/2009 Event Request More Information   Register By Fax For The 05/11/2009 Event
05/11/2009 $3,495.00    Campbell, CA Register Online For The 05/11/2009 Event Request More Information   Register By Fax For The 05/11/2009 Event
06/08/2009 $3,495.00    New York, NY Register Online For The 06/08/2009 Event Request More Information   Register By Fax For The 06/08/2009 Event
06/29/2009 $3,495.00    Chicago, IL Register Online For The 06/29/2009 Event Request More Information   Register By Fax For The 06/29/2009 Event
 
     
 
On-Site Training Bring this IPCCE (Cisco IP Contact Center Enterprise v1.0) training class in-house at your facility. Request More Information Request More Information On IPCCE (Cisco IP Contact Center Enterprise v1.0)
 
Career Training
 
 
Career Training
  Browse Our Catalog  
     
  Select a market segment to view more courses

  
     
  Or, select a category to view more Information Technology courses

  
     
  Browse By Category Browse By Category

Browse By Location Browse By Location

Browse New Courses Browse New Courses

  
     
Career Training
 
   
 
 
Career Training
   
Career Training
 
 
 
 


Site Map -- Top Training Courses -- Request On-Site Training

Find Jobs -- Degree Programs -- Training Providers -- Resource Center -- About Us -- Contact us

TrainUp.com Your Career Training Marketplace