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Cisco Intelligent Contact Manager Part 2
(ICM
2) v7.0
Description
This course is a
follow on to the Cisco ICM Product
Training Part 1 (ICMP1) v7.0 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.
The course covers deployment models,
deployment planning, ICM processes,
functional descriptions, and fault
tolerance. Students will use a basic
design (based on the ICMPT1 class) and
create a duplexed ICM Central Controller
with two contact centers. They will
build a simple SQL database for use in
database routing. After installing the
required software, the students will set
up their labs, and using the knowledge
gained previously in ICMPT1, the
students will configure and script for
their business logic. The course
includes monitoring and troubleshooting
the Lab built during this class. Support
Tools, command line and various other
troubleshooting aids and techniques are
discussed. This course is based on ICM
Enterprise Release7.0.
Course
Objectives
After completing this
course the student should be able to:
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Demonstrate an
overall understanding of ICM system
and environment.
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Demonstrate an
overall understanding of ICM
Processes
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Use the ICM tools
for basic System Administration and
troubleshooting.
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Install the
software for ICM in a duplexed
Enterprise ICM environment.
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Configure and
script the ICM to support Business
Rules.
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Perform basic
troubleshooting and monitor the ICM
system.
Student Prerequisites
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Completion of
Cisco ICM Product Training Part 1
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Strong working
knowledge of MS Windows Server 2003
and Active Directory
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Familiarity with
your call center operations (ACD,
Network, and any IVR
implementations)
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Working knowledge
of MS SQL Server 2000
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TCP / IP
Networking
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Familiarity with
your call center operations (ACD,
Network, and any IVR
implementations)
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Working knowledge
of MS SQL Server 2000
-
TCP / IP
Networking
Who Should Attend
Length of Course
5 days
Course Outline
Inquire
to find out about pricing and course
specials.
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