• Attendance and completion of ICM Product Training (ICMPT)
• Attendance and completion of Cisco IP Telephony Part 1(CIPT1)
• Working knowledge of Windows 2003 Server, Windows XP
• Basic knowledge of SQL Server 2000
• Recommended attendance and completion of CRSD

This course is intended for personnel who will implement, configure and support the Cisco IPCC Product but have already attended training on the ICM Product. This course is based on ICM 7.0, CallManager 4.1 and CRS 4.0

Course Objectives

After completing this course the student should be able to:

• Explain the IPCC solution concept, components, and interaction of components
• Identify new features in IPCC 7.0
• Describe IPCC deployment models and their issues
• Determining IPCC queing and routing client options
• Design an System IPCC lab and production system
• Install, configure, test, and maintain IPCC components
• Design IPCC call flows
• Creating IPCC script
• Use Cisco's standard IPCC deployment tools
• Troubleshoot the IPCC solution set

IP Contact Centers & Routing

IPCC Components and Concepts

IPCC 7.0 Routing

IPCC Deployment Planning