Training Course:Cisco Intelligent Contact Manager (Certificate)School/Trainer:Sunset Learning Institute, Inc.
Albuquerque, Atlanta, Austin, Baltimore, Boston, Charlotte, Chicago, Dallas, Los Angeles, New York, United States
Course Format: Classroom | E-learning | Virtual Class | Online/Live | On-site/In-house | Blended | Self-paced
Course Description:
'' 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 揻undamental 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. ...''
Elements of this syllabus are subject to change.
Please go to the school's official website for training price and schedule:
http://www.sunsetlearning.com/
Phone:888.888.5251
School Address/Venue(s):
11600 Sunrise Valley Drive
Suite 460
Reston, Virginia 20191 USA
6892 S. Yosemite Court
Suite 1-101
Centennial, Colorado 80112 USA
Jobs & Resumes: Albuquerque, Atlanta, Austin, Baltimore, Boston, Charlotte, Chicago, Dallas, Los Angeles, New York
Houses & Roommates: Albuquerque, Atlanta, Austin, Baltimore, Boston, Charlotte, Chicago, Dallas, Los Angeles, New York
Travel Agencies: Atlanta, Austin, Boston, Chicago, Dallas, Los Angeles,
Search other schools for Cisco Intelligent Contact Manager training resources.
Other training courses offered by Sunset Learning Institute, Inc.:
Content Switch Operation and Configuration
Designing Data Center Application Services
Data ONTAP Fundamentals
Cisco Unified Customer Voice Portal Development
Cisco Unified Customer Voice Portal Implementation
Unified Contact Center Express
Cisco Multilayer Switched Networks
Scalable Cisco Internetworks
CCNA
CCDA
CiscoWorks LMS
Cisco IOS Network Security
Securing Networks with ASA
Cisco Unified Wireless Networking
Cisco Wireless LAN
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