Training Course:Cisco CTI Programming for Cisco ICM and Cisco IPCCSchool/Trainer:Fast Lane Switzerland
Geneva, Zurich, Switzerland
Course Format: Classroom | E-learning | Virtual Class | Online | On-site | Blended | Self-paced
Course Description:
'' This course provides computer programmers with the knowledge and experience to create custom screen-pop and softphone applications for use with Cisco? Intelligent Contact Management (ICM) and Cisco IP Contact Center (IPCC) software. Students will learn the Cisco ICM computer telephony integration (CTI) architecture and the various CTI interfaces available to developers. This course is a combination of lecture and programming examples/laboratories that will teach students to construct their own softphone applications. Programming tips and best practices are provided to help students to be successful in rapidly developing their own custom applications.
Course Content
Introduction
General terms
Introduction to Cisco ICM CTI
Cisco ICM overview
How Cisco ICM CTI fits in
System components
Call-flow overview
Scripting effect on Cisco ICM CTI
Typical call and data flow
Data passing within Cisco ICM
Translation routes
Interactive voice response (IVR) (collecting call-related data)
Cisco ICM CTI (call variables, ECC)
Handling of wrap-up data
Historical Data Server (HDS)
What data is kept
When call data is written
Cisco ICM CTI architecture
Cisco ICM CTI interface specification
Cisco ICM CTI toolkit
Agent state model (Lucent, Aspect, Cisco IPCC)
Using softphone ActiveX controls
Using CtiClient32
Using GeoDCS
Java client
Siebel Driver and Cisco Data Store for Siebel 6
Outbound option with Cisco CTI toolkit
Cisco CTI OS overview
Cisco CTI OS architecture
Cisco CTI OS product components
Cisco CTI OS SDK overview
Using Cisco CTI OS ActiveX controls
Using the Cisco CTI OS common equipment (COM) CIL
Using the Cisco CTI OS C++ CIL
Failover handling with Cisco CTI OS
Troubleshooting tips for Cisco CTI OS
Cisco CTI OS and Siebel 7
Cisco Enterprise Data Store
Outbound option with Cisco CTI OS
...''
Elements of this syllabus are subject to change.
Please go to the school's official website for training price and schedule:
http://www.flane.ch/
Phone:+41 (0)44 832 50 80
School Address:
Fast Lane / IFTC AG
Glatt Com, 1. Etage (P12)
8301 Glattzentrum (Wallisellen/Zürich)
Switzerland
Fast Lane c/o ITTA �IT Training Academy
12, AV. DES MORGINES
1213 Geneva
Switzerland
Jobs & Resumes: Geneva, Zurich
Houses & Roommates: Geneva, Zurich
Travel Agencies: Zurich
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Cisco IPCC Enterprise Advanced Scripting
MPLS Expert Workshop
Advanced OSPF Workshop
Wireless LAN Security Workshop
ANTI-HACKING Workshop
Voice Anti-Hacking Workshop
Data ONTAP CIFS Administration
Data ONTAP NFS Administration
Data ONTAP SAN Administration
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