CICMPT1: Cisco ICM Product Training Part 1 v7

Prerequisites:

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

Course 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 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. 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 Introduction
- Contact Centres and Routing
- ICM Components and Concepts
- ICM Options and integration
- ICM Routing
- Configuration of Boston Site
- ICM Script Editor
- Configuration Labs
- Database Routing
- Configuration Labs
- Translation Routing
- Adding a Second Site
- ICM Reporting

Who Should Attend

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

This course includes the following modules:

Call Routing Concepts

• Call Routing Options
• ICM Components
• ICM Call Routing

Boston Contact Center

• Configuring Boston Contact Centre
• Script Editor

Basic Administration

• Additional Boston Configuration
• Advanced Script Editor
• Administration Labs

Extended Functions

• External Database Lookup
• Call Variables
• Multiple Skill Groups

Administrative Scripts

• Administrative Scripts

Translation Routing

• Translation Routing

Virtual Contact Center

• Adding a Contact Centre
• Enterprise Services and Skill Groups

Webview

• Webview