IPCCE - IP Contact Center Enterprise and Unified IP IVR Deployment

Summary

This course is intended for personnel who will implement, configure, and support the Cisco IPCC Product but have already attended training on the ICM Product. This course is based on ICM 7.0, Call Manager 4.1 (or higher), and CRS 4.0 (or higher). We suggest ICMPT1 and ICMPT2, CIPT1, and UCCXD as prerequisites. Students also require a working knowledge of Windows 2003 Server, Windows XP, and SQL Server 2000.

Prerequisites

Suggested ICMPT1 and ICMPT2

Audience

Customers, Channel Partners /Resellers.
Anyone maintaining or installing Cisco Call Center solutions.

Skills Taught

After completing this course the student should be able to:

• Explain the IPCC solution concept, components, and interaction of components
• Identify new features in IPCC 7.0
• Describe IPCC deployment models and their issues
• Determining IPCC queing and routing client options
• Design an System IPCC lab and production system
• Install, configure, test, and maintain IPCC components
• Design IPCC call flows
• Creating IPCC script
• Use Cisco's standard IPCC deployment tools
• Troubleshoot the IPCC solution set

Course Outline

• IP Contact Centers & Routing
• IPCC Components and Concepts
• IPCC 7.0 Routing
• IPCC Deployment Planning
• Enterprise IPCC vs System IPCC