IPCC Fast Track

Course Code: IPCCFT Version: 7.0

Duration: 10

Overview This is an accelerated course combining three complete Cisco classes: Intelligent Contact Management Product Training Part 1 (ICMPT1), Intelligent Contact Management Product Training Part 2 (ICMPT2), and IP Contact Center Enterprise (IPCCE). By removing redundant material, extending the teaching days, and emphasizing the most important aspects of these technologies, this Boot Camp consolidates 15 days of training into10 days - maximizing the return on your time out of the office.

Pre-Requisites

Strong knowledge of MS Windows Server 2003 and TCP/IP networking CIPT1 CRSD Familiarity with your call center operations (ACD, Network, and any IVR

implementations)

CIPT1 (Cisco IP Telephony Part 1) CRSD (IPCC Express and IP IVR Deployment)

Target Audience

This course is intense and fast-paced and is intended for personnel who will implement, configure, and support the Cisco ICM/IPCC Product and already have a working knowledge of Call Manager and CRSD; system engineers, Channel Partner/Resellers, Cisco employees, customers, deployment engineers. Objectives

At the end of the course deleagates will be able to;-

Configure a generic ICM system using the Configure ICM utility (ICMPT1) Create several call routing and administrative scripts using the Script Editor

utility Generate real-time and historical ICM reports using standard templates from

the WebView utility Describe ICM system components, their functions, and processes that run on

the System Components Install the needed third-party software for proper WebView operation Install the ICM System Software in a duplexed Enterprise environment

Use the Cisco Support Tools Dashboard utility and ICM tools for basic system administration and troubleshooting

Accurately explain the IPCC solution concept Identify solution models and their issue Build an ICM Enterprise (ICMPT2), an IPCC Enterprise (IPCCE), and a

System IPCC solution Install, configure, test, and maintain ICM/IPCC components for the single-site

environment Formulate and implement ICM/IPCC call flows and routing scripts Troubleshoot the ICM/IPCC solution set

Content

Week 1 1. Call Routing Concepts

Call Routing Options ICM Components ICM Call Routing

2. Boston Contact Center

Configure Boston Contact Center Script Editor

3. Basic Administration

Additional Boston Configuration Advanced Script Editor Administration Labs

4. Extended Functions

External Database Lookup Call Variables Multiple Skill Groups

5. Administrative Scripts 6. Translation Routing 7. Virtual Contact Center

Adding a Contact Center Enterprise Services and Skill Groups

8. WebView

WebView

9. ICM Deployment Models

Network Segmentation QoS Requirements

10. Processes

Functional Description Fault Tolerance

11. Classroom Lab Setup

Third-Party Software

12. Central Controller

Domain Manager Router Logger

13. Admin Workstation and Historical Data Server

Admin Workstation Historical Data Server (HDS)

14. Device Management Protocol Devices

Network Interface Controller (NIC) Peripheral Gateway (PG)

15. Routing Options

External SQL Database Application Gateway

16. IPCC Express Gateway PG 17. Administration Tools

WebView Server Support Tools

Week 2 1. IPCC Pre-Routing Call Flow 2. IPCC Post Route from CallManager Call Flow 3. Configure CallManager for IPCC

Adding an IP Phone Adding a User Adding Additional IP Phones Configure a Route Point

4. CRS Script Editor 5. Create a CRS Script

Create the CollectDigits.aef Script

6. Configure IPIVR for IPCC

Initial Setup Configuration Provisioning the JTAPI Provider JTAPI Call Control Group Configuration Verifying the CTI Port Associations Cisco Media Termination Dialog Group Configuration Uploading Prompts to Repository Uploading Scripts to Repository Creating an Application Configuring the ICM Subsystem

7. ICM Configuration

Configure Network VRU Configure Network VRU Script Configure Peripheral Gateway PG1A Configure IPIVR Network Trunk Group and Trunk Group Configure a Generic Service for Translation Routes Configure Agent Desk Setting Configure Peripheral Gateway PG2A Configure CM Network Trunk Group and Trunk Group Configure Skill Group for Presales Configure Additional Skill Group for Post Sales Configure an Agent Configure an Additional Agent Creating a Supervisor Creating an Agent Team Configure a Device Target and Label Configure Additional Device Target and Label Configure a Call Type Configure a Dialed Number Mapping the Dialed Number to a Call Type

8. ICM Component Installation

Installing Peripheral Gateway PG1A (IPIVR) Starting Peripheral Gateway PG1A Install the Cisco JTAPI Plug-in Installing Peripheral Gateway PG2A (CM) Installing CTI Gateway CG2A (CTI Server) Starting the Processes

9. CTI OS and CTI OS Desktop

Installing CTI Object Server (CTI OS)

Installing Cisco CTI OS Softphone Login to CTI OS Supervisor and Agent Desktop

10. Translation Route Wizard 11. ICM Script and Call Tracer

Create the ICM Translation-Routing Script named TransRoute Testing the TransRoute Script using Call Tracer Testing the TransRoute Script using phones