Course Content

This four-day course is intended for personnel within the call center environment who will have day-to-day interaction with the ICM products from Cisco. The course covers ICM configuration, basic scripting, and basic reporting, as well as an overview of the ICM product, routing, pre, post and translation routing.

This class is geared toward implementing ICM in a Traditional ACD environment but is recommended as a "fundamental knowledge prerequisite" for those who will need to integrate ICM in an IPCC Express, IPCC Enterprise or System IPCC environment.

This class was formerly known as ICM Product Training - the major change being an update to ICM version 7.

Course Objectives

After completing this course the student should be able to:

• Discuss the heritage of ICM to better understand the role of ICM in today's world of VOIP, IPCC Express/Enterprise and System IPCC.
• Discuss the various ICM components (Router, Logger, PG, AW), networks (Private, Visible/Public) and their role.
• Basic understanding and implementation of ICM to include Routing Clients, Skill Targets, Routes, Peripheral Targets, Device Targets and Labels.
• Configure ICM to support Legacy ACD systems using Configure ICM.
• Provide better understanding of other ICM tasks including setting up users with Feature Control Sets, Internet Script Editor, External Databases, Call Variables and Translation Routing.
• Create call routing and administrative scripts using the Script Editor utility.
• Generate real time and historical ICM reports using standard templates from the Web view utility.
• Provide functional knowledge of the various utilities found in the "ICM Admin Workstation Program Group."

Who Should Attend

This course is designed for individuals responsible for:

• Designing and implementing the ICM configuration
• Designing and monitoring ICM scripts
• Generating ICM reports
• Daily ICM administration tasks

Prerequisites

• Basic knowledge of MS Windows in an A/D environment
• Familiarity with your call center operations (ACD, Network, and any IVR implementations)

Course Outline

• ICM Executive Overview - From Legacy integration ICM to IPCC offerings
• ICM Component and Network overview
• Basic ICM call routing overview
• Configuration & Scripting for Legacy ACD systems
• Reporting & Monitoring