Description

This course is a follow on to basic ICMPT1 and provides ICM System Administrators, Maintenance Personnel, and Cisco partners the knowledge and experience necessary to install, set-up, support, and troubleshoot the Cisco Intelligent Contact Management Enterprise Edition.

The first day covers deployment models, deployment planning, ICM processes, functional descriptions, and fault tolerance.

Over the next three days the students will use a basic design (based on the ICMPT1 class) and create a duplexed ICM Central Controller with two contact centers. Build a simple SQL database for use in database routing. After installing the required software, the students will set up their labs, and using the knowledge gained previously in ICMPT1, the students will configure and script for their business logic.

The course concludes by monitoring and troubleshooting the Lab built during this class. Support Tools, command line and various other troubleshooting aids and techniques are discussed.

This course is based on ICM Enterprise Release7.0.

Objectives

After completing this course the student should be able to:

• Demonstrate an overall understanding of ICM system and environment.
• Demonstrate an overall understanding of ICM Processes
• Use the ICM tools for basic System Administration and troubleshooting.
• Install the software for ICM in a duplexed Enterprise ICM environment.
• Configure and script the ICM to support Business Rules.
• Perform basic troubleshooting and monitor the ICM system.

Prerequisites

• Completion of ICM Product Training Part 1 (ICMPT1)
• Strong working knowledge of MS Windows Server 2003 and Active Directory
• Familiarity with your call center operations (ACD, Network, and any IVR implementations)
• Working knowledge of MS SQL Server 2000
• TCP/IP Networking

Who Should Attend

This course is primarily intended for ICM Administrators, Deployment Engineers, System Engineers, , and other individuals responsible for:

• ICM Administration
• Deploying and Maintaining ICM

ICMPT2 v7.0

• Module 1: ICM Topology
  • Lesson 1 ICM Deployment Models
    • Network Segmentation
    • QOS Requirements
• Module 2: Processes
  • Lesson 2 Functional Description
  • Lesson 3 Fault Tolerance
• Module 3: Classroom Lab Setup
  • Lesson 4 Before you begin
    • Third Party Software
• Module 4: Central Controller
  • Lesson 5 Domain Manager
  • Lesson 6 Router
  • Lesson 7 Logger
• Module 5: Admin Workstation and Historical Data Server
  • Lesson 8 Admin Workstation
    • Historical Data Server (HDS)
• Module 6: Device Management Protocol Devices
  • Lesson 9 Network Interface Controller (NIC)
  • Lesson 10 Peripheral Gateway (PG)
• Module 7: Routing Options
  • Lesson 11 External SQL Database
  • Lesson 12 Application Gateway
• Module 8: IPCC Express Gateway PG
  • Lesson 13 IPCC Express Gateway PG
• Module 9: Administration Tools
  • Lesson 14 WebView Server
  • Lesson 15 Support Tools

  Lab Outline

  • LAB Module 3-1: Third Party Software
  • LAB Module 4-1: CallRouter
  • LAB Module 4.2: Logger
  • LAB Module 5-1: Admin Workstation and Historical Data Server
  • LAB Module 6-1: Network Interface Controller
  • LAB Module 6-2: Peripheral Gateway
  • LAB Module 7-1: External SQL Database
  • LAB Module 7-2: Application Gateway
  • LAB Module 8-1: Child IPCC Express
  • LAB Module 9-1: WebView
  • LAB Module 9-2: Support Tools