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Course
contents, Benefits and Positioning
The IP Contact Center (IPCC) Power
Workshop consists of two parts - the Intelligent Contact Management Product
Training (ICMPT) and the IP Contact Center Enterprise (IPCCE) training.
The ICMPT Part 1 (ICMPT1) course addresses the needs of System Engineers
and Customers charged with day-to-day interaction with the Cisco Intelligent
Contact Management (ICM) product. This part is an "introduction" to
configuration scripting and reporting for contact centers utilizing the Cisco
ICM Solution.
The ICMPT Part 2 (ICMPT2) course allows System Engineers and
Customers involved in day-to-day interaction with the Cisco ICM product to
understand the ICM processes, to install the ICM system and to perform basic
troubleshooting. The course includes the installation of the ICM software and
introduction of the ICM Troubleshooting tools.
The ICMPT1 and ICMPT2 courses
are based on ICM Release 7.0.
The IP Contact Center Enterprise (IPCCE)
1.0 consists of two parts as well. The first part is IPCC Enterprise (IPCCE) and
the second part is the System part (SIPCC). The course is intended for people
responsible for the day to day interaction with the Cisco IP Contact Center
installation. The course provides attendees with an understanding of the overall
operation of an IP Contact Center installation, its features, functions and,
capabilities. This course is based on IPCC Release 7.0.
Objectives
Upon finishing this course, you will
be able to:
ICMPT1:
Demonstrate an overall understanding of the Cisco ICM system and
environment
Describe the features, functions and capabilities of Cisco ICM
Configure a "generic" Cisco ICM system using the Configuration
Manager tool
Create several call routing and administrative scripts using the
Script Editor tool
Generate real-time and historical reports using WebView`s standard
report templates
ICMPT2:
Demonstrate an overall understanding of the Cisco ICM system,
processes, and environment
Install and configure "generic" Cisco ICM system components
including Router, Logger, AW, HDS, NIC, PG and IPCC Express Gateway PG
Create routing options using a External SQL Database and an
Application Gateway
Install a WebView Server and monitor the ICM
Install and utilize the Support Tools Dashboard for monitoring and
troubleshooting
IPCCE:
Demonstrate an overall understanding of the Cisco IPCC system and
environment
Describe the features, functions, and capabilities of Cisco IPCC
Demonstrate an overall understanding of the IPCC Call Flows
Configure a generic IPCC Enterprise and System IPCC Enterprise
contact centers
Basic understanding of the Agent desktop Solutions
Install and configure Cisco Outbound Option
Configure a basic Parent ICM and Child System IPCC (Parent/Child)
solution
Importance
The Power Workshop is a prerequisite
for personnel responsible for IPCC deployment.
Target
Audience
This Power Workshop is designed for
Middle and Senior Managers, Call Center Managers, Product Managers, Console
Operators, Telecom Analysts, Application Developers and other individuals
responsible for:
Designing and implementing the ICM/IPCC configuration
Course Schedule 
