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CISCO Training Course Details
 
 
PDIOO v1.0 - Cisco IPCC Enterprise PPDIOO Workshop
 
Duration:

Description

 

The Cisco IPCC Enterprise PPDIOO workshop is a five-day course for system engineers, consultants, and partners who deploy Cisco IP Contact Center (IPCC) solutions. The course is designed to emulate IPCC deployments in a classroom environment. Students will use a customer business case and, as part of a workgroup, develop and document an IPCC solution to meet the needs of that business case. Students will develop a solution based on the Cisco Systems PPDIOO project methodology: prepare, plan, design, implement, operate, and optimize. The course provides students with hands-on experience and knowledge of those tasks typically performed during an IPCC deployment. This includes customer needs analysis, deployment planning, configuration and staging, scripting, customer acceptance, and troubleshooting.

Please note: Students need to provide their own Windows-based laptops and 15-ft-or longer ethernet cables.

Objectives

After completing this course the student should be able to:

  • Convert business requirements into call flow design and scripts that provide routing information to routing clients, meet reporting needs, and provide call data to agent desktops
  • Develop IPCC scripts and produce standard reports
  • Properly document configuration and scripting implementations
  • Undertake fundamental debugging/fault finding of the IPCC solution
  • Deploy solution and test for acceptance

Prerequisites

  • IPCC/Advanced Technology Provider (ATP) certification
  • Cisco ICM/IPCC Product Training
    • ICM Product Training (ICMPT1)
    • ICM System Administration (ICMPT2)
    • IPCC Product Training (IPCCE)
  • Project Management Experience
  • IPCC experience and familiarity with traditional time-division multiplexing (TDM) based automatic call distributor (ACD) solutions

Who Should Attend

  • Implementation and systems engineers
  • Project managers
  • System architects
  • Project engineers
  • Cisco Technical Assistance Center (TAC) engineers
 
Course Outline
 
  1. Introduction
  2. IPCC technical review (as required)
  3. IPCC engagement process and PPDIOO methodology
  4. Case study
  5. Prepare and plan: customer requirements (discovery and CRD (Customer Requirement Document)
  6. Design and implement
  7. Operate and optimize
  8. Troubleshooting
 
 
 
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