IPCC

at school(s) in San Jose or delivered online/live/on-site/by e-learning

Cisco CTI Programming for Cisco ICM and Cisco IPCC
Course Format: Classroom
School/Trainer: Ascolta [All Courses]
Training Center(s)/Venue(s): Austin, Boston, Denver, Irvine, Los Angeles, Minneapolis, Phoenix, San Diego, San Jose, Seattle, United States
Jobs & Resumes: Austin, Boston, Denver, Irvine, Los Angeles, Minneapolis, Phoenix, San Diego, San Jose, Seattle
Houses & Roommates: Austin, Boston, Denver, Irvine, Los Angeles, Minneapolis, Phoenix, San Diego, San Jose, Seattle

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 combinat......

Course description>>
 

Call center customers use Cisco® Enterprise IP Contact Center/Intelligent Contact Management (IPCC/ICM) to efficiently route call center contacts to the agent with the most appropriate skill set to assist the customer. Cisco® ICM scripting provides the tools needed to translate an organization s business rules for customer contacts into call-routing logic. In the Cisco® IPCC Advanced Scriptin......

Course description>>
 

The Cisco Systems® Customizing ICM/IPCC Reports workshop is designed to provide students with a thorough understanding of the ICM reporting environment and the technical aspects of implementing custom reports in WebView. Although the workshop focuses on the IPCC implementation, participants familiar with traditional ICM installations can also benefit from the topics covered. In order to lay the......

Course description>>
 

Formerly Cisco® ICM and Cisc® IPCC Project Engineering course, the Cisco® IPCC/ICM Deployment Methodology course teaches Cisco® deployment methodology for the planning, design, and implementation phases of Cisco® IPCC Enterprise Edition 5.0 and Cisco® ICM Enterprise Edition 5.0 contact centers. Classroom presentation and group exercises illustrate the use of Cisco® best practices in the success......

Course description>>
 

This course is a comprehensive 5-day course that emulates IPCC deployments in the classroom and allows you to prepare for enabling the deployment of real-world IPCC environments. What You’ll Learn â€?Convert business requirements into call flow design and scripts â€?Develop IPCC scripts â€?Produce standard reports â€?Properly document configuration and scripting implementations â€?Under......

Course description>>
 

After completing this course the student should be able to: Develop a technique for determining the business rules that dictate the delivery of calls within a call center Convert business rules into a call-flow design based on the requirements Develop scripts providing IVR treatment, collecting digits, performing database lookups, and facilitating screen pops at the desktop Recognize ho......

Course description>>
 

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