PPDIOO - Cisco IPCC Enterprise PPDIOO Workshop

5 Days

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.

Course Objectives

• Convert business requirements into call flow design and scripts
• Develop IPCC scripts
• Produce standard reports
• Properly document configuration and scripting implementations
• Undertake fundamental debugging/fault finding of the IPCC solution
• Deploy a solution and test for acceptance

Intended Audience

This course is intended for professionals working for Cisco Intelligent Contact Management (ICM) and IPCC Advanced Technology Partners and for Advanced Services delivery team members, sales engineers, project managers, system architects, and project engineers.

Prerequisites

• IPCC/Advanced Technology Provider (ATP) certification
• Cisco ICM/IPCC Product Training
• ICM Product Training (ICMPT), IPCC Product Training (IPCCF), ICM System Administration (ICMSA)
• Project management experience

Course Outline

1. IPCC Technical Review
2. IPCC Engagement Process and PPDIOO Methodology
3. Case Study
4. Prepare and Plan: Customer Requirements
5. Design and Implement
6. Operate and Optimize
7. Troubleshooting

Course Labs

Lab 1: CDR to Network Diagram
Lab 2: Network Diagram to ARA
Lab 3: Call Flow Description to Script Editor Input
Lab 4: Placing Test Calls Through an IPCC Enterprise
Lab 5: Report Validation