Description
This course is a follow on to basic ICMPT1 and
provides ICM System Administrators, Maintenance Personnel, and Cisco
partners the knowledge and experience necessary to install, set-up,
support, and troubleshoot the Cisco Intelligent Contact Management
Enterprise Edition.
The first day covers deployment models, deployment planning, ICM processes, functional descriptions, and fault
tolerance.
Over the next three days the students will use a
basic design (based on the ICMPT1 class) and create a duplexed ICM
Central Controller with two contact centers. Build a simple SQL
database for use in database routing. After installing the required
software, the students will set up their labs, and using the knowledge
gained previously in ICMPT1, the students will configure and script for
their business logic.
The course concludes by monitoring and
troubleshooting the Lab built during this class. Support Tools, command
line and various other troubleshooting aids and techniques are
discussed.
This course is based on ICM Enterprise Release7.0. Objectives
After completing this course the student should be able to:
- Demonstrate an overall understanding of ICM system and environment.
- Demonstrate an overall understanding of 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.
Prerequisites
- Completion of ICM Product Training Part 1 (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
Who Should Attend
This course is primarily intended for ICM Administrators, Deployment Engineers, System Engineers, , and other
individuals responsible for:
- ICM Administration
- Deploying and Maintaining ICM
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