• Basic knowledge of MS Windows Server 2003
• Familiarity with your call center operations (ACD, Network, and any IVR implementations)

Cisco Intelligent Contact Manager course provides an understanding of ICM system terminology, features, functions, components, and capabilities. The course provides extensive coverage of ICM configuration, scripting, and tools such as Call Tracer and other ICM Utilities. During the extensive course labs, students add a contact center, complete configuration, perform contingencies in scripting, and create and use Enterprise Services and Skill Groups. Labs include starting Call Generator and monitoring a script with simulated live data. The course concludes with the reporting capabilities of ICM. WebView is used to launch several different report templates, setting thresholds, performing drilldowns. This course is based on ICM Release7.0.

Course Objectives

After completing this course the student should be able to:

• Demonstrate an overall understanding of the Cisco ICM system and environment
• Describe the features, functions, and capabilities of ICM
• Configure a generic ICM system using the Configuration Manager Tool
• Create several call routing and administrative scripts using the Script Editor tool
• Generate real-time and historical ICM reports using WebView¿s standard report templates

Course Introduction

Contact Centers and Routing

ICM Components and Concepts

ICM Options and integration

ICM Routing

Configuration of Boston Site

ICM Script Editor

Configuration Labs

Database Routing

Configuration Labs

Translation Routing

Adding a Second Site