IP Contact Center Enterprise v1.0 (IPCCE)

4-day Hands-on Lab & Lecture Course

Course Description

Cisco IP Contact Center Enterprise v1.0 is based on ICM 7.0, CallManager 4.1 and CRS 4.0 software. Call flows have been created and are used as the basis to help students understand how to configure IP Contact Center and understand how it operates. The course also includes coverage of CAD, the Cisco Agent Desktop, and reporting.

Course Objectives

At the end of this course you will be able to:

• Accurately explain the IPCC solution concept
• Identify solution models and their issues
• Build a "clean order" for an IPCC solution
• Design an IPCC solution using all applicable components
• Install, configure, test, and maintain IPCC components for the single-site environment
• Formulate and implement IPCC call flows and routing
• Use Cisco’s standard IPCC deployment tools
• Troubleshoot the IPCC solution set

Intended Audience

This course is intended for personnel who will implement, configure and support the Cisco IPCC Product and have already attended training on the ICM Product.

• System Engineers
• Channel Partner/Reseller
• Cisco Employees
• Customers

Prerequisites

• Attendance and Completion of ICMPT (ICM Product Training)
• Attendance and Completion of Call Manager
• Recommended Attendance and Completion of CRSD

Course Outline

Volume 1

Introduction

Overview

• Lesson 1: IPCC Pre Routing Call Flow
• Lesson 2: IPCC Post Route from CallManager Call Flow
• Lesson 3 and LAB Module 3: Configure CallManager for IPCC
• Lesson 4: CRS Script Editor
• Lesson 5 and LAB Module 5: Create a CRS Script
• Lesson 6 and LAB Module 6: Configure IPIVR for IPCC
• Lesson 7 and LAB Module 7: ICM Configuration
• Lesson 8 and LAB Module 8: ICM Component Installation
• Lesson 9 and LAB Module 9: CTIOS and CTIOS Desktop
• Lesson 10 and LAB Module 10: Translation Route Wizard
• Lesson 11 and LAB Module 11: ICM Script and Call Tracer

Volume 2

Outline

This guide presents the outline concerning the lesson and lab activities for the System IPCC Enterprise portion this course:

Overview

• Lesson 1 and LAB Module 1: System IPCC Installation
• Lesson 2 and LAB Module 2: Deployment Wizard
• Lesson 3 and LAB Module 3: Post Installation Configuration
• Lesson 4: Cisco Agent Desktop (CAD)
• Lesson 5 and LAB Module 5: Cisco Desktop Applications Installation
• Lesson 6 and LAB Module 6: System IPCC Script
• Lesson 7 and LAB Module 7: CAD Workflow
• Lesson 8: Cisco Outbound Option
• Lesson 9 and LAB Module 9: Cisco Outbound Option Installation
• Lesson 10 and Lab Module 10: Parent/Child

Lab Outline

• Hardware and Software Requirements
• Workstation Configuration
• General Lab Setup
• Installing Software
• Installing VMware Workstation 5
• Installing Windows 2003 Server
• Installing Windows 2003 Server SP1
• Disable the Shutdown Event Tracker
• Configuring the Server as a Domain Controller
• Joining a Server to the Domain
• Configuring DNS on a Forest Root Domain Controller
• Installing Microsoft SQL Server 2000
• Installing Microsoft SQL Server 2000 SP4
• Additional Settings