Cisco ICM Product Training Part 1 (ICMPT1)

Advanced 4-day Hands-on Cisco Unity Training

Course Description

In the first of two training courses for the Cisco Intelligent Contact Manager (ICM) system, you will learn to configure the ICM system and to create scripts and reports.

Begin with an overview of ICM, including terminology, features, functions, components, and capabilities - an excellent introduction for call center personnel who have day-to-day interaction with ICM.

Then, explore ICM configuration, basic scripting, and basic reporting. Learn what needs to be configured and why. Perform basic scripting for configured objects and scheduling, check the scripts with Call Tracer, and investigate other ICM tools and utilities. Discuss and perform exporting/importing scripts, delete and re-name configuration objects, use an external SQL database in a DB Lookup script, examine call variables, assign multiple skill groups to a service, and use Caller Entered Digits (CED) to make selections for correct routing. Use the route select node in scripting, configure a translation route, and discuss the various ICM tools and wizards.

You'll learn to create an administrative script and configure a new contact center, and you'll explore other ICM system topics including performing contingencies in scripting, creating and using enterprise services and skill groups, starting the call generator, and monitoring a script with simulated live data. Finish up by examining the reporting capabilities of the ICM system using WebView to launch several different report templates, set thresholds, and perform drilldowns.

This course is based on ICM Release 7.0.

Course Objectives

After completing this course the student will learn:

• The Cisco ICM system and environment
• Features, functions, and capabilities of ICM
• Configure a generic ICM system using the configuration manager tool
• Create several call routing and administrative scripts using the script editor tool
• Generate real-time and historical ICM reports using WebView's standard report templates

Intended Audience

Middle and Senior Managers, Call Center Managers, Product Managers, Console Operators, Telecom Analysts, Application Developers and others responsible for designing and implementing the ICM configuration, designing and monitoring ICM scripts, and designing and generating ICM reports.

Prerequisites

There are no prerequisites for this course.

Course Outline

1. Call Routing Concepts
• Call Routing Options
• ICM Components
• ICM Call Routing
2. Boston Contact Center
• Configure Boston Contact Center
• Script Editor
3. Basic Administration
• Additional Boston Configuration
• Advanced Script Editor
• Administration Labs
• Extended Functions
• External Database Lookup
• Call Variables
• Multiple Skill Groups
4. Administrative Scripts
5. Translation Routing
6. Virtual Contact Center
• Adding A Contact Center
• Enterprise Services and Skill Groups
7. WebView