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ICMPT2 - Cisco ICM Product Training Part 2

Length Price Cisco Learning Credits
4 days $3,495.00 35

This course is a follow-on to ICMPT1, our introductory Cisco Intelligent Contact Management (ICM) training course, and provides ICM system administrators, maintenance personnel, and Cisco partners the knowledge and experience needed to install, configure, support, and troubleshoot ICM Enterprise Edition.

Begin by exploring deployment models, deployment planning, ICM processes, functional descriptions, and fault tolerance. Then, using a basic design from ICMPT1 class content, you will create a duplexed ICM central controller with two contact centers. Build a simple SQL database for use in database routing, and after installing the required software, set up your lab. Using what you learned in ICMPT1, you'll configure and script for your business logic. Finish up by monitoring and troubleshooting the lab using Support Tools, command line, and other troubleshooting aids and techniques.

This course is based on ICM Enterprise Release 7.0.

Prerequisites

  • Completion of ICMPT1
  • 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
  • ICMPT1 - Cisco ICM Product Training Part 1

What You'll Learn

  • The ICM system and environment
  • 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

Who Needs to Attend

  • ICM Administrators, Deployment Engineers, System Engineers, and others responsible for ICM administration and deploying and maintaining an ICM.

Course Outline

1. ICM Topology

  • ICM Deployment Models
  • Network Segmentation
  • QOS Requirements

2. Processes

  • Functional Description
  • Fault Tolerance

3. Classroom Lab Setup

  • Before you begin
  • Third-Party Software

4. Central Controller

  • Domain Manager
  • Router
  • Logger

5. Admin Workstation and Historical Data Server

  • Admin Workstation
  • Historical Data Server (HDS)

6. Device Management Protocol Devices

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

7. Routing Options

  • External SQL Database
  • Application Gateway

8. IPCC Express Gateway PG

9. Administration Tools

  • WebView Server
  • Support Tools

Labs

Lab 3-1: Third-Party Software

Lab 4-1: CallRouter

Lab 4.2: Logger

Lab 5-1: Admin Workstation and Historical Data Server

Lab 6-1: Network Interface Controller

Lab 6-2: Peripheral Gateway

Lab 7-1: External SQL Database

Lab 7-2: Application Gateway

Lab 8-1: Child IPCC Express

Lab 9-1: WebView

Lab 9-2: Support Tools

Class Dates:

Milwaukee, WI
Aug 09, 2010 - Aug 12, 2010
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San Diego, CA
Aug 16, 2010 - Aug 19, 2010
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Chicago, IL
Aug 23, 2010 - Aug 26, 2010
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Chicago, IL
Oct 04, 2010 - Oct 07, 2010
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Chicago, IL
Nov 15, 2010 - Nov 18, 2010
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On Site Class Available