IP Communications: ICM Product Training Part 1

This four-day course provides an understanding of ICM system terminology, features, functions, components and capabilities. The course provides extensive coverage of ICM configuration, scripting, and tools such as Call Tracer and other ICM Utilities. During the extensive course labs, students add a contact centre, complete configuration, perform contingencies in scripting, and create and use Enterprise Services and Skill Groups. Labs include starting Call Generator and monitoring a script with simulated live data.

This course concludes with the reporting capabilities of ICM. WebView is used to launch several different report templates, setting thresholds, performing drilldowns.

Audience

This course is primarily intended for Middle and Senior Managers, Call Centre Managers, Product managers, Console Operators, Telecom Analysts, Application Developers and other individuals responsible for:

• Designing and implementing the ICM configuration
• Daily operation of the call centre
• Designing and Monitoring ICM scripts
• Designing and generating ICM reportsThis course is a prerequisite for the ICM Product Training Part 2 and IP Contact Centre Product Training Courses.

Skills Gained

• Demonstrate an overall understanding of the Cisco ICM system and environment
• Describe the features, functions and capabilities of ICM
• Configure a generic ICM system using the Configuration Manager Tool
• Create several call routing and administrative scripts using the Script Editor tool.
• Generate real-time and historical ICM reports using WebView's standard report templates.

Prerequisites

Delegates are required to meet the following prerequisites:

• Basic knowledge of MS Windows Server 2003
• Familiarity with your call center operations (ACD, Network, and any IVR implementation)

Course Outline

Module 1

• Call Routing Options
• ICM Components
• ICM Call Routing

Module 2

• Configuring Boston Contact Centre
• Script Editor

Module 3

• Additional Boston Configuration
• Advanced Script Editor
• Administration Labs

Module 4

• External Database Lookup
• Call Variables
• Multiple Skill Groups

Module 5

• Administrative Scripts

Module 6

• Translation Routing

Module 7

• Adding a Contact Centre
• Enterprise Services and Skill Groups

Module 8

• WebView

Follow On Courses

The following courses are recommended for further study:

• ICMP2 - ICM Product Training Part 2

IP Communications: ICM Product Training Part 1 / ICMPT1