Cisco IP Contact Center Product Training

Course #	IPCCE
Course Dates	12/13/2010 - 12/17/2010
Course Description	This course is intended for personnel who will implement, configure and support the Cisco IPCC Product but have already attended training on the ICM Product. This course is based on ICM 7.0, CallManager 4.1 and CRS 4.0
Course Categories	Cisco, CISCO Contact Center
Course Schedule Info	9:00 to 5:00 daily
Course Objectives	•Configure ICM, Call Manager, IPIVR for IPCC Enterprise •Explain fundamental differences in Routing for Legacy ICM, IPCC Enterprise, System IPCC •Create call routing scripts, using the Script Editor utility for ICM •Understand and develop Translation Routing Applications for IPCCE •Understand fundamental differences between CTI Desktop solutions - CTI O/S vs. CAD •Install and configure System IPCC (Parent/Child) •Install and configure Outbound Option for IPCCE
Who Should Attend?	This course is designed for personnel responsible for installing, implementing, configuring and supporting the IPCC Enterprise, System IPCC, and Outbound Option products.
Course Prerequisites	•Be knowledgeable of MS Windows-NT Server •Be familiar with call center operations (ACD, Network, and any IVR implementations) •Be familiar with the configuration of Cisco CallManager, IPIVR/QM, and ICM
Course Length	5 Days
Course Cost	$3,595.00
Associated Exam Number	N/A
Detailed Course Module	•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
Course Attachment	N/A

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