| IPCCF: Cisco IP Contact Center Product
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Overview
The Cisco IP Contact Center Product Training v5.0 is based on the latest software, including Call Manager version 3.3(3), IP IVR version 3.1, and ICM v5.0 SR2. Learn how to configure IP Contact Center and understand how it operates. Also explore the Cisco Agent Desktop (CAD) and the use of expanded reporting.
What You'll Learn
- Accurately explain the IPCC solution concept
- Identify solution models and their issues
- Build a "clean order" for an IPCC solution
- Design an IPCC solution using all applicable components
- Install, configure, test, and maintain IPCC components for the single-site environment
- Formulate and implement IPCC call flows and routing
- Use Cisco's standard IPCC deployment tools
- Troubleshoot the IPCC solution set
Who Needs to Attend
System Engineers, Channel Partners/Resellers, and other Network Professionals who will implement, configure, and support the Cisco IPCC Product and have already attended training on the ICM Product.
Agenda
Hardware Selection
IPCC Deployment Team Roles and Responsibilities
IPCC Solutions Packages and Ordering Information
Case Study
Call and Control Flows
ICM Central Controller Installation
Understanding the ICM Software Processes
Seattle Contact Center Project
Cisco Application Editor
Creating an Application
Call Manager as a Routing Client
IPCC Features
IPCC Design Consideration
Final Contact Center Project
Course Labs
Configuring Call Manager
- Add and configure Cisco IP phones, CTI Ports, CTI Route Points, and more.
Configuring IP IVR Part 1
- Complete the initial setup of the CRA Platform.
Configuring IP IVR Part 2
- Practice using the CRA Application Editor to create new scripts and upload them into the Repository.
Configuring IP IVR Part 3
- Complete the configuration of the IP IVR. Set up the CTI Port Group, Cisco Media Group, and the necessary applications.
Configure ICM Part 1
- Use the Configuration Manager to configure the necessary components required by the ICM. This includes Network VRU, NTG, TG, PG, DN, SVC, SG, AG, Device Target, Labels, and call types.
Configure ICM Part 2
- Set up the PGs (defined in the previous Lab) and the JTAPI client.
CTI OS and CTIOS Softphone
- Install the CTI OS Server software. Also, install Softphones for Clients (Agent) and Supervisors.
Scripting
- Build ICM scripts that will allow you to test all the components you have configured.
Translation Routing
- Configure the CM, ICM, and IP IVR. Use the Translation Route Wizard to create the Translation Route, and finally, write an ICM script to route with the Translation Route.
Adding a Contact Center
- Perform the necessary steps to add an additional contact center.
Reporting
- Using WebView, launch various real time and historical reports using the standard templates within ICM.
Special bonuses for on-line registration!
Register from this web site and receive a complimentary* book from the Resource Center. Choose from:
Thomas' Concise Telecom & Networking Dictionary
The Telephony Tutorials
Telecommunications Projects Made Easy
McGraw-Hill Illustrated Telecom
Dictionary
Business Telecom Systems
Microsoft Internet & Networking Dictionary
Network Tutorial
* Normal shipping and handling fees apply
Registration Fees
The per student registration fee for this seminar is $2,895, and includes
the seminar, course materials, breakfast, and morning and afternoon refreshments.
To register, click on the "Book Now" button or please call (708) 246-0320
| This course in not offered at this time. |
The Training Center opens every day at 7:30 AM. You must sign-in with the receptionist on the first day of class. If you register less than a week in advance of a class, please bring your confirmation letter. Classes begin at 8:30 AM each day and conclude at 4:30 PM unless otherwise directed. Business casual attire is appropriate.
Payment is due prior to the conference. If payment is not received, a credit card hold will be required for participation. This card will only be processed if payment has not been received within two weeks following the conference.
Cancellation Policy. Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund, less administrative fees of $500. Or, you may transfer your registration to another member of your company at no additional charge. Registrants cancelling within fourteen days of the seminar will receive credit, less administrative fees of $500, toward any other Resource Center seminar. In the unlikely event that a seminar must be cancelled, you will be notified at least one week prior to the seminar date. Seminar provider is not responsible for losses due to cancellation including losses on advanced purchase airfares.
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