Cisco ICM Product Training Part 2 (ICMPT2)

Advanced 4-day Hands-on Cisco Unity Training

Course Description

This course is a follow-on to ICMPT1, our introductory Cisco Intelligent Contact Management (ICM) training course, and provides ICM system administrators, maintenance personnel, and Cisco partners the knowledge and experience needed to install, configure, support, and troubleshoot ICM Enterprise Edition.

Begin by exploring deployment models, deployment planning, ICM processes, functional descriptions, and fault tolerance. Then, using a basic design from ICMPT1 class content, you will create a duplexed ICM central controller with two contact centers. Build a simple SQL database for use in database routing, and after installing the required software, set up your lab. Using what you learned in ICMPT1, you'll configure and script for your business logic. Finish up by monitoring and troubleshooting the lab using Support Tools, command line, and other troubleshooting aids and techniques.

This course is based on ICM Enterprise Release 7.0

Course Objectives

After completing this course the student will learn:

• The ICM system and environment
• ICM processes
• Use the ICM tools for basic system administration and troubleshooting
• Install the software for ICM in a duplexed Enterprise ICM environment
• Configure and script the ICM to support business rules
• Perform basic troubleshooting and monitor the ICM system

Intended Audience

ICM Administrators, Deployment Engineers, System Engineers, and others responsible for ICM administration and deploying and maintaining an ICM.

Prerequisites

Completion of ICMPT1 Strong working knowledge of MS Windows Server 2003 and Active Directory Familiarity with your call center operations (ACD, Network, and any IVR implementations) Working knowledge of MS SQL Server 2000 TCP/IP networking ICMPT1 - Cisco ICM Product Training Part 1.

Course Outline

1. ICM Topology
• ICM Deployment Models
• Network Segmentation
• QOS Requirements
2. Processes
• Functional Description
• Fault Tolerance
3. Classroom Lab Setup
• Before you begin
• Third-Party Software
4. Central Controller
• Domain Manager
• Router
• Logger
5. Admin Workstation and Historical Data Server
• Admin Workstation
• Historical Data Server (HDS)
6. Device Management Protocol Devices
• Network Interface Controller (NIC)
• Peripheral Gateway (PG)
7. Routing Options
• External SQL Database
• Application Gateway
8. IPCC Express Gateway PG
9. Administration Tools
• WebView Server
• Support Tools