Cisco IP Contact Center Product Training (IPCCE)

COURSE OUTLINE:

Description This 5 day Cisco Internet Protocol-Based Contact Center Enterprise (IPCCE) course shows students how to implement a single site Voice-over-IP Contact Center using Cisco’s Intelligent Contact Manager (ICM), Call Manager (CUCM), and IPIVR/Queue Manager (QM). Implementation of a multi-cluster Call Manager installation is discussed, as well as integration with Legacy ACD environments. Lab exercises include examples of calls that are initially (post) routed to ICM from both Call Manager and IPIVR. Translation Routing is discussed and implemented heavily in this class. Although IPCC Express uses CallManager and IPIVR, this course has nothing to do with IPCC Express implementations. Configuration of Skilled Agent groups and scripting concepts for IPCC Enterprise are greatly dissimilar to concepts associated with IPCC Express. Ensure you know which product(s) you are using before attending this class. IPCC Enterprise has been renamed to UCCE, but the course material is the exact same.

Prerequisites
To fully benefit from this course, students should have the following prerequisite skills and knowledge:

  • Be knowledgeable of MS Windows-NT Server
  • Be familiar with the configuration of Cisco CallManager, IPIVR/QM, and ICM
  • Be familiar with call center operations (ACD, Network, and any IVR implementations)

Learning Objectives
Course Objectives: After completing this course, students will be able to:

  • Configure ICM, Call Manager, IPIVR for IPCC Enterprise
  • Explain fundamental differences in Routing for Legacy ICM, IPCC Enterprise, System IPCC
  • Create call routing scripts, using the Script Editor utility for ICM
  • Understand and develop Translation Routing Applications for IPCCE
  • Understand fundamental differences between CTI Desktop solutions – CTI O/S vs. CAD

Course Content


LESSON 1:

  • COURSE INTRODUCTION
LESSON 2:
  • IPCC PRE ROUTING CALL FLOW
LESSON 3:
  • IPCC POST ROUTE FROM CALLMANAGER CALL FLOW
LESSON 4:
  • CONFIGURE CALLMANAGER FOR IPCC
LESSON 5:
  • CRS SCRIP