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

» Special note | Prerequisites | Audience | Skills taught | Course outline

Course code

IPCCE

Skill level

Advanced

Duration

4 days

Delivery type

Instructor-Led Training

Course type

Public or Private

Price

$3095 plus tax

This course is given on these dates and locations:

Date	Location	Delivery type
October 04, 2010	Vancouver	Instructor-Led Training
October 25, 2010	Ottawa	Instructor-Led Training
October 25, 2010	Toronto	Instructor-Led Training
November 08, 2010	Montreal	Instructor-Led Training
November 08, 2010	Quebec City	Instructor-Led Training

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.

Special note

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Prerequisites

Suggested ICMPT1 and ICMPT2.

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Audience

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

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Skills taught

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

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

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

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