Training Course:ICM/NAM Product Training (CI-ICMPT)School/Trainer:Global Knowledge (UK) Inc.
Dublin,Maidenhead, United Kingdom
Course Format: Classroom | E-learning | Virtual Class | Online | On-site | Blended | Self-paced
Course Description:
'' This course is intended for personnel within the call center environment who will have day to day interaction with the ICM/NAM products from Cisco. The course covers ICM/NAM configuration, basic scripting, and basic reporting.
Learn How To
Configure a generic ICM system using the Configure ICM utility
Create several call routing and administrative scripts using the Script Editor utility
Generate real time and historical ICM reports using standard templates from the Monitor ICM utility
What You’ll Learn
Course Outline
Overview
How Toll Free Calls are Routed
Allocation Routing
Call-by-Call Routing
The Intelligent CallRouter
Benefits of the ICM system
ICM Terminology
System Architecture
Call Flow Through the ICM
ICM Databases
Admin Workstation Program Group
Configuration & Scripting
Routing Clients
Dialed Numbers
Labels
Services
Skill Groups
Routes
Peripheral Targets
External SQL Database
Enterprise Services
Enterprise Skill Groups
Translation Route
Script Pallette
Define Node Properties
Call Tracer
Router Log Viewer
Contingencies in Scripting
Reporting & Monitoring
Template Definition
Create ICM Reports
Job Scheduler
Event Viewer
Web View
Who Needs to Attend
This course is designed for Call Center Managers, Product Managers, Console Operators, Telecom Analysts, Application Developers and other individuals responsible for:
Designing and implementing the ICM configuration
Designing and monitoring ICM scripts
Designing and generating ICM reports
Suggested Prerequisites
Basic knowledge of MS Windows-NT Server
Familiarity with your call center operations (ACD, Network, and any IVR implementations)
...''
Please go to the school's official website for training price and schedule:
http://www.globalknowledge.com/
http://www.globalknowledge.net/training/course.asp?pageid=1007&courseid=8811&catid=291&methodid=c&country=UKIE&translation=English&pagetype=full
Phone:+00 353 (0) 1 613 0340 /+44 (0) 1628 594 700
School Address:
Global Knowledge Training Centre Dublin
27 Lower Mount Street
Dublin 2
Phone: +00 353 (0) 1 613 0340
Fax: +00 353 (0) 1 613 0341
Email: salesdesk.ie@globalknowledge.ie
Global Knowledge Training Centre Maidenhead
Cincom House
1 Grenfell Road
Maidenhead
SL6 1HN Berkshire
Phone: 0845 304 0044
Phone: +44 (0) 1628 594 700
Fax: +44 (0)1628 776 600
Email: salesdesk.uk@globalknowledge.co.uk
Jobs & Resumes: Dublin, Maidenhead
Houses & Roommates: Dublin, Maidenhead
Other training courses offered by Global Knowledge (UK) Inc.:
Installation of Cisco WAN Switches (CI-ICWS)
Cisco MPLS in BPX and MGX Networks (CI-IMPLS)
MGX ATM Concentrator Configuration
MGX ATM Edge Switch Configuration (CI-MAESC)
MGX PNNI Switch Services Configuration (CI-MPSSC)
Multiband Switch and Service Configuration (CI-MSSC)
Cisco Cable Network Register (CI-CNR)
Cisco Application & Content Networking System Operation and Configuration
Content Services Switch 11000 Series Operation
Customer Response Solutions Deployment
ICM/NAM Systems Administration (CI-ICMSA)
IP Contact Centre (CI-IPCCF)
Cisco IPCC Fast Track Programme (GK-IPCCFT)
Cisco Advanced Storage Implementation and Troubleshooting (CI-CASI)
Cisco Multiprotocol Storage Essentials (CI-CMSE)
Cisco MDS Storage Networking Fundamentals (CI-CMSNF)
Cisco Storage Networking Design Essentials (CI-CSDE)
Cisco MDS 9000 Configuration & Troubleshooting (CI-MDSCT)
Tru64 UNIX V5.X Utilities & Commands
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