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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
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