IP Contact Center Enterprise and Unified IP IVR Deployment(IPCCE)

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, Call Manager 4.1 (or higher), and CRS 4.0 (or higher). We suggest ICMPT1 and ICMPT2, CIPT1, and UCCXD as prerequisites. Students also require a working knowledge of Windows 2003 Server, Windows XP, and SQL Server 2000.

Suggested ICMPT1 and ICMPT2.

• Customers, Channel Partners /Resellers.
• Anyone maintaining or installing Cisco Call Center solutions.

After completing this course the student should be able to:
• Explain the IPCC solution concept, components, and interaction of components
• Identify new features in IPCC 7.0
• Describe IPCC deployment models and their issues
• Determining IPCC queing and routing client options
• Design an System IPCC lab and production system
• Install, configure, test, and maintain IPCC components
• Design IPCC call flows
• Creating IPCC script
• Use Cisco's standard IPCC deployment tools
• Troubleshoot the IPCC solution set

Volume 1

• Lesson 1:  IPCC Pre Routing Call Flow
• Lesson 2:  IPCC Post Route from Call Manager Call Flow
• Lesson 3:  Configure Call Manager for IPCC
• Lesson 4:  CRS Script Editor
• Lesson 5:  Create a CRS Script
• Lesson 6:  Configure IPIVR and IPCC
• Lesson 7:  ICM Configuration
• Lesson 8:  ICM Component Installation
• Lesson 9:  CTIOS and CTIOS Desktop
• Lesson 10:  Translation Route Wizard
• Lesson 11:  ICM Script and Call Tracer 

Volume 2

• Lesson 1:  System IPCC Installation
• Lesson 2:  Deployment Wizard
• Lesson 3:  Post Installation
• Lesson 4:  Cisco Agent Desktop
• Lesson 5:  Cisco Desktop Applications Installations
• Lesson 6:  System IPCC Script
• Lesson 7:  CAD Workflow
• Lesson 8:  Cisco Outbound Option
• Lesson 9:  Cisco Outbound Option Installation

Labs:

• System IPCC Installation
• Deployment Wizard
• Post Installation Configuration
• IPCC Scripting
• CAD Workflow
• Cisco Outbound Option Installation