Cisco ICM MultiChannel Bootcamp (ICMMC)

Fast Lane Consulting and Education Services Ltd
Maidenhead, United Kingdom

Course Format: Classroom | E-learning | Virtual Class | Online | On-site | Blended | Self-paced

Course Description:

'' Who Should Attend

System Engineers
Channel Partners/Resellers
Customers


Prerequisites

ICM Product Training Course
(Recommend 3 - 6 months experience working with the Cisco ICM system)
Strong working knowledge of MS Windows-NT Server
Strong working knowledge of TCP/IP networking


Course Objectives

This 5-day bootcamp is intended for personnel within a multi channel call center environment who will have day-to-day interaction with the ICM products from Cisco. The bootcamp covers the ICM E-Mail Manager Option and the ICM Web Collaboration Option. It will cover the features of both options as well as the integration with ICM.

After completing this bootcamp, the student should be able to:
Explain how ICM Web Collaboration Option may be customised via its preferences settings, properties files and HTML pages
Customise ICM Web Collaboration Option and test various approaches to problems
Explain the basic functionality of the ICM E-Mail manager option
Customise ICM E-Mail Manager using Account creation, System Rules and Templates
Configure a integrated multi-channel ICM system, including the Web Collaboration and E-Mail manager Options
Create several call routing scripts to demonstrate the multi-channel capabilities of ICM


Course Content

Executive Overview
ICM Web Collaboration Option
Architectural Overview
Types of Collaboration
System Administration
Collaboration Process
Agent Details
Installation
Server Administration
Customizing Content
Script Builder
Agent/Caller Configuration
DCA
ICM E-Mail Manager Option
Components and Architecture
Installation
Account Creation
System Rules
Templates
Advanced system Rules
Automated Service Levels
User configuration
Reports
ICM Integration
Integration Essentials
Integration Wizard
Media Routing Domains
Agent Role Configuration
Agent Administration
Seamless Request transfer
Media Blender Connectivity
Reporting
Callback Function
...''

Phone:+44 (0)1628 673900

School Address:

Fast Lane Consulting and Education
Services Limited
Park House
Park Street
Maidenhead
Berkshire SL6 1SL

Tel. +44 (0)1628 673900
Fax +44 (0)1628 673910

Jobs & Resumes: Maidenhead
Houses & Roommates: Maidenhead

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