Cisco IPCC Fast Track Programme

This course is intense and fast-paced and is intended for personnel who will implement, configure, and support the Cisco ICM/IPCC Product and already have a working knowledge of Call Manager and CRSD; system engineers, Channel Partner/Resellers, Cisco employees, customers, deployment engineers.

At the end of the course deleagates will be able to;-

• Configure a generic ICM system using the Configure ICM utility (ICMPT1)
• Create several call routing and administrative scripts using the Script Editor utility
• Generate real-time and historical ICM reports using standard templates from the WebView utility
• Describe ICM system components, their functions, and processes that run on the System Components
• Install the needed third-party software for proper WebView operation
• Install the ICM System Software in a duplexed Enterprise environment
• Use the Cisco Support Tools Dashboard utility and ICM tools for basic system administration and troubleshooting

• Accurately explain the IPCC solution concept
• Identify solution models and their issue
• Build an ICM Enterprise (ICMPT2), an IPCC Enterprise (IPCCE), and a System IPCC solution
• Install, configure, test, and maintain ICM/IPCC components for the single-site environment
• Formulate and implement ICM/IPCC call flows and routing scripts
• Troubleshoot the ICM/IPCC solution set

Week 1

1. Call Routing Concepts

• Call Routing Options
• ICM Components
• ICM Call Routing

2. Boston Contact Center

• Configure Boston Contact Center
• Script Editor

3. Basic Administration

• Additional Boston Configuration
• Advanced Script Editor
• Administration Labs

4. Extended Functions

• External Database Lookup
• Call Variables
• Multiple Skill Groups

5. Administrative Scripts

6. Translation Routing

7. Virtual Contact Center

• Adding a Contact Center
• Enterprise Services and Skill Groups

8. WebView

• WebView

9. ICM Deployment Models

• Network Segmentation
• QoS Requirements

10. Processes

• Functional Description
• Fault Tolerance

11. Classroom Lab Setup

• Third-Party Software

12. Central Controller

• Domain Manager
• Router
• Logger

13. Admin Workstation and Historical Data Server

• Admin Workstation
• Historical Data Server (HDS)

14. Device Management Protocol Devices

• Network Interface Controller (NIC)
• Peripheral Gateway (PG)

15. Routing Options

• External SQL Database
• Application Gateway

16. IPCC Express Gateway PG

17. Administration Tools

• WebView Server
• Support Tools

Week 2

1. IPCC Pre-Routing Call Flow

2. IPCC Post Route from CallManager Call Flow

3. Configure CallManager for IPCC

• Adding an IP Phone
• Adding a User
• Adding Additional IP Phones
• Configure a Route Point

4. CRS Script Editor

5. Create a CRS Script

• Create the CollectDigits.aef Script

6. Configure IPIVR for IPCC

• Initial Setup Configuration
• Provisioning the JTAPI Provider
• JTAPI Call Control Group Configuration
• Verifying the CTI Port Associations
• Cisco Media Termination Dialog Group Configuration
• Uploading Prompts to Repository
• Uploading Scripts to Repository
• Creating an Application
• Configuring the ICM Subsystem

7. ICM Configuration

• Configure Network VRU
• Configure Network VRU Script
• Configure Peripheral Gateway PG1A
• Configure IPIVR Network Trunk Group and Trunk Group
• Configure a Generic Service for Translation Routes
• Configure Agent Desk Setting
• Configure Peripheral Gateway PG2A
• Configure CM Network Trunk Group and Trunk Group
• Configure Skill Group for Presales
• Configure Additional Skill Group for Post Sales
• Configure an Agent
• Configure an Additional Agent
• Creating a Supervisor
• Creating an Agent Team
• Configure a Device Target and Label
• Configure Additional Device Target and Label
• Configure a Call Type
• Configure a Dialed Number
• Mapping the Dialed Number to a Call Type

8. ICM Component Installation

• Installing Peripheral Gateway PG1A (IPIVR)
• Starting Peripheral Gateway PG1A
• Install the Cisco JTAPI Plug-in
• Installing Peripheral Gateway PG2A (CM)
• Installing CTI Gateway CG2A (CTI Server)
• Starting the Processes

9. CTI OS and CTI OS Desktop

• Installing CTI Object Server (CTI OS)
• Installing Cisco CTI OS Softphone
• Login to CTI OS Supervisor and Agent Desktop

10. Translation Route Wizard

11. ICM Script and Call Tracer

• Create the ICM Translation-Routing Script named TransRoute
• Testing the TransRoute Script using Call Tracer
• Testing the TransRoute Script using phones