ICM Bootcamp

COURSE OUTLINE:

Description This 5-day course is intended for personnel within the call center environment who will have day-to-day interaction with the Cisco ICM product. ICM Bootcamp is a fast-paced course that combines both Intelligent Contact Manager Part 1 (ICM PT1) and Intelligent Contact Manager Part 2 (ICM PT 2) into a single week of training.

The students spend several days performing ICM configurations, basic scripting and basic reporting – building a duplexed ICM system from the ground up to accommodate two geographically dispersed contact centers. The course also spends quality time with installation, troubleshooting of components to include Web View, Internet Script Editor (ISE), Peripheral Gateway (PG) instillation, database schema overview, external database connectivity and configuration, hot fix installation and command line troubleshooting (rttest, opctest, procmon, dumplog).

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

  • Familiarity with your call center operations (ACD, network and any IVR implementations)
  • Working knowledge of MS windows-NT server
  • Working knowledge of TCP/IP networking

Learning Objectives
After completing this course the student should be able to:

  • Configure a generic ICM system using the Configure ICM utility (ICMPT1)
  • Create several call routing and administrative scripts using the Script Editor utility
  • Generate real time and historical ICM reports using standard templates from the Webview utility
  • Describe ICM system components, their functions, and processes that run on the System Components
  • Install the needed third party software for proper WebView operation
  • Install the ICM System Software in a duplexed Enterprise environment
  • Use the Cisco Support Tools Dashboard utility and ICM tools for basic System Administration and Troubleshooting
  • Identify solution models and their issues
  • Build an ICM Enterprise (ICMPT2) solution
  • Install, configure, test, and maintain ICM components for the single-site environment
  • Formulate and implement ICM call flows and routing scripts
  • Troubleshoot the ICM solution set

Course Content


ICMPT1 7.0 - MODULE 1: CALL ROUTING CONCEPTS

• Call Routing Options
• ICM Components/Call Routing

MODULE 2: BOSTON CONTACT CENTER

• Configure Boston Contact Center • Script Editor

MODULE 3: BASIC ADMINISTRATION

• Additional Boston Configuration
• Advanced Script Editor
• Administration Labs

MODULE 4: EXTENDED FUNCTIONS

• External Database Lookup
• Call Variables
• Multiple Skill groups

MODULE 5: ADMINISTRATIVE SCRIPTS

• Administrative Scripts

MODULE 6: TRANSLATION ROUTING

• Translation Routing

MODULE 7: VIRTUAL CONTACT CENTER

• Adding a Contact Center
• Enterprise Services and Skill Groups

MODULE 8: WEBVIEW

• WebView

ICMPT2 7.0 - MODULE 1: ICM TOPOLOGY

• ICM Deployment Models
• Network Segmentation
• QOS Requirements

MODULE 2: PROCESSES

• Functional Description
• Fault toleration

MODULE 3: CLASSROOM LAB SETUP

• Before you begin
• Third party software

MODULE 4: CENTRAL CONTROLLER

• Domain Manager
• Router
• Logger

MODULE 5: ADMIN WORKSTATION AND HISTORICAL DATA SERVER

• Admin workstation
• Historical Data Server (HDS)

MODULE 6: DEVICE MANAGEMENT PROTOCOL DEVICES

• Network Interface Controller (NIC)
• Peripheral Gateway (PG)

MODULE 7: ROUTING OPTIONS

• External SQL Database
• Application Gateway

MODULE 8: IPCC EXPRESS GATEWAY PG

• IPCC Express Gateway PG

MODULE 9: ADMINISTRATION TOOLS

• WebView Server
• Support Tools