Course Content

This five-day course provides ICM System administrators, maintenance personnel and Cisco partners the knowledge and experience necessary to install, set-up, support and troubleshoot the Cisco ICM system. After a discussion of ICM components and ICM networking concepts, students install a simplexed ICM "Sprawler" on an already built W2K3 server with SQL installed. A main focus of the class is to provide an understanding of how ICM component processes communicate and the various protocols used - using IPCC Express as a Routing Client. Optional ICM components such as Web View (WV), Historical Data Server (HDS), and Internet Script Editor (ISE) are also installed and discussed. Through the use of various monitoring and testing utilities, students will be able to identify, analyze, and diagnose various system problems, alarms and events. This class also shows the student how to integrate IPCC Express into an ICM environment.

Prerequisites

• Basic knowledge of MS Windows in an A/D environment
• Describe ICM system components (Router, Logger, Peripheral Gateway (PG), Distributor Admin Workstation (DAW), their functions, and processes and protocols that run therein. Observe processes in action upon successful installation of ICM
• Understand how ICM can be integrated into a Corporate A/D environment
• Install and configure ICM Router, Logger, DAW, PG's, HDS, WV, ISE
• Install and configure the needed software for proper WV/ISE ICM operation
• External SQL Database and Application Gateway integration with ICM
• ICM integration of IPCC Express as a Routing Client
• Install and configure Support Tools for Maintenance and Troubleshooting of an ICM system
• Use and understand various ICM Command Line utilities

Course Outline

• ICM Executive Overview - From Legacy integration ICM to IPCC offerings
• IPCC Overview
• IPCC Call Flows
• Configure Call Manager for IPCCE
• Configure IPIVR/QM for IPCCE
• Configure ICM for IPCCE
• IPCCE Scripting
• CTI Desktop Solutions
• Translation Routing
• Outbound Option (formerly known as Blended Agent Dialing)
• System IPCC (Parent/Child)
• Reporting for IPCCE