ICMPT2 - Cisco ICM Product Training Part 2

Summary

This course is the second part of ICMPT1 and provides ICM system administrators, maintenance personnel, and Cisco partners the knowledge and experience necessary to install, set up, support, and troubleshoot the Cisco Intelligent Contact Management Enterprise Edition. This course covers deployment models, deployment planning, ICM processes, functional descriptions, and fault tolerance. Students will use a basic design (based on the ICMPT1 class) to create a duplexed ICM Central Controller with two contact centers. Students will build a simple SQL database for use in database routing. Upon installation of the required software, students will set up labs, and using the knowledge from ICMPT1, they will configure and script for their business logic. Monitoring and troubleshooting the lab built during the class will also be of focus. This course is based on ICM Enterprise Release 7.0. Successful completion of ICMPT1 is a mandatory prerequisite. Students are also required to have a strong working knowledge of MS Windows Service 2003 and Active Directory, Call Center operations, MS SQL Server 2000 and TCP/IP Networking. This course is for ICM administrators.
 
Prerequisites
 
((ICMPT1)) strongly recommended
Strong working knowledge of MS Windows Server 2003 and Active Directory
Familiarity with your call center operations (ACD, Network, and any IVR implementations)
Working knowledge of MS SQL Server 2000
TCP / IP Networking
  
Audience
 
Customers, Channel Partners / Resellers
ICM administrators
 
Skills taught
 
After completing this course the student should be able to:
Demonstrate an overall understanding of ICM system and environment.
Demonstrate an overall understanding of ICM Processes
Use the ICM tools for basic System Administration and troubleshooting.
Install the software for ICM in a duplexed Enterprise ICM environment.
Configure and script the ICM to support Business Rules.
Perform basic troubleshooting and monitor the ICM system.
  
Course outline
 
Course Introduction
Architecture and Deployment
Lab Design
Lab Software
Building an ICM Instance
ICM Monitoring and Troubleshooting