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Cisco Intelligent Contact Manager Part 1
(ICM 1) v7.0
Description
Cisco Intelligent
Contact Manager 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 center, 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. The course
concludes with the reporting
capabilities of ICM. WebView is used to
launch several different report
templates, setting thresholds,
performing drilldowns. This course is
based on ICM Release7.0.
Course Objectives
After
completing this course the student
should be able to:
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Demonstrate an
overall understanding of ICM system
and environment
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Describe the
features, functions, and
capabilities of ICM
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Configure a
generic ICM system using the
Configure ICM utility
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Create several
call routing and administrative
scripts using the Script Editor
utility
Generate real time
and historical ICM reports using
standard templates from the Monitor ICM
utility
Student
Prerequisites
Basic knowledge of MS
Windows Server 2003
Familiarity with your
call center operations (ACD, Network,
and any IVR implementations)
Who
Should Attend
This course is
primarily intended for Middle and Senior
Managers, Call Center Managers, Product
Managers, Console Operators, Telecom
Analysts, Application Developers and
other individuals responsible for:
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Designing and
implementing the ICM configuration
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Designing and
monitoring ICM scripts
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Designing and
generating ICM reports
This
course is a prerequisite for the ICM
Product Training Part 2 and IP Contact
Center Product Training courses.
Length of Course
5 days
Maximum Class Size
12 Students
Course Outline
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Course
Introduction
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Contact Centers
and Routing
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ICM Components
and Concepts
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ICM Options and
integration
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ICM Routing
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Configuration of
Boston Site
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ICM Script Editor
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Configuration
Labs
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Database Routing
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Configuration
Labs
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Translation
Routing
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Adding a Second
Site
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ICM Reporting
Inquire
to find out about pricing and course
specials.
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