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Cisco Unified Communications Training
Cisco ICM MultiChannel Bootcamp (ICMMC)
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Who Should Attend
| System Engineers
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| Channel Partners/Resellers
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| Customers |
Prerequisites
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ICM Product Training Course |
| (Recommend 3 - 6 months experience working with the Cisco ICM system)
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Strong working knowledge of MS Windows-NT Server
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Strong working knowledge of TCP/IP networking |
Course Objectives
| This 5-day bootcamp is intended for personnel within a multi channel call center environment who will have day-to-day interaction with the ICM products from Cisco. The bootcamp covers the ICM E-Mail Manager Option and the ICM Web Collaboration Option. It will cover the features of both options as well as the integration with ICM. After completing this bootcamp, the student should be able to:
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Explain how ICM Web Collaboration Option may be customized via its preferences settings, properties files, and HTML pages
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Customize ICM Web Collaboration Option and test various approaches to problems
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Explain the basic functionality of the ICM E-Mail manager option
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Customize ICM E-Mail Manager using Account creation, System Rules and Templates
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Configure a integrated multi-channel ICM system, including the Web Collaboration and E-Mail manager Options
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Create several call routing scripts to demonstrate the multi-channel capabilities of ICM |
Course Content
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Executive Overview
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ICM Web Collaboration Option
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| Architectural Overview
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| Types of Collaboration
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| System Administration
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| Collaboration Process
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| Agent Details
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| Installation
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| Server Administration
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| Customizing Content
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| Script Builder
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| Agent/Caller Configuration
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| DCA
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ICM E-Mail Manager Option
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| Components and Architecture
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| Installation
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| Account Creation
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| System Rules
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| Templates
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| Advanced system Rules
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| Automated Service Levels
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| User configuration
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| Reports
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ICM Integration
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| Integration Essentials
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| Integration Wizard
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| Media Routing Domains
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| Agent Role Configuration
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| Agent Administration
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| Seamless Request transfer
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| Media Blender Connectivity
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| Reporting
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| Callback Function |
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