ICMPT1 v7.0
Module 1: Call Routing Concepts
- Lesson 1: Call Routing Options
- Lesson 2: ICM Components
- Lesson 3: ICM Call Routing
Module 2: Boston Contact Center
- Lesson 4: Configure Boston Contact Center
- Lesson 5: Script Editor
Module 3: Basic Administration
- Lesson 6: Additional Boston Configuration
- Lesson 7: Advanced Script Editor
- Lesson 8: Administration Labs
Module 4: Extended Functions
- Lesson 9: External Database Lookup
- Lesson 10: Call Variables
- Lesson 11: Multiple Skill Groups
Module 5: Administrative Scripts
- Lesson 12: Administrative Scripts
Module 6: Translation Routing
- Lesson 13: Translation Routing
Module 7: Virtual Contact Center
- Lesson 14: Adding A Contact Center
- Lesson 15: Enterprise Services and Skill Groups
Module 8: WebView
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
IPCCE v1.0
IPCCE IP Contact Center Enterprise (IPCCE) v1.0 Outline for Volume 1 and Volume 2
Volume 1
Introduction
Overview
Lesson 1: IPCC Pre Routing Call Flow
- Lecture on IPCC Pre Routing from IXC Call Flow
Lesson 2: IPCC Post Route from CallManager Call Flow
- Lecture on IPCC Post Route from CallManager Call Flow
Lesson 3 and LAB Module 3: Configure CallManager for IPCC
- Adding an IP Phone
- Adding a User
- Adding Additional IP Phones
- Configure a Route Point
Lesson 4: CRS Script Editor
- Lecture and demo on CRS Script Editor
Lesson 5 and LAB Module 5: Create a CRS Script
- Create the CollectDigits.aef Script
Lesson 6 and LAB Module 6: Configure IPIVR for IPCC
- Initial Setup Configuration
- Provisioning the JTAPI Provider
- JTAPI Call Control Group Configuration
- Verifying the CTI Port Associations
- Cisco Media Termination Dialog Group Configuration
- Uploading Prompts to Repository
- Uploading Scripts to Repository
- Creating an Application
- Configuring the ICM Subsystem
Lesson 7 and LAB Module 7: ICM Configuration
- Configure Network VRU
- Configure Network VRU Script
- Configure Peripheral Gateway PG1A
- Configure IPIVR Network Trunk Group and Trunk Group
- Configure a Generic Service for Translation Routes
- Configure Agent Desk Setting
- Configure Peripheral Gateway PG2A
- Configure CM Network Trunk Group and Trunk Group
- Configure Skill Group for PreSales
- Configure Additional Skill Group for PostSales
- Configure an Agent
- Configure an Additional Agent
- Creating a Supervisor
- Creating an Agent Team
- Configure a Device Target and Label
- Configure Additional Device Target and Label
- Configure a Call Type
- Configure a Dialed Number
- Mapping the Dialed Number to a Call Type
Lesson 8 and LAB Module 8: ICM Component Installation
- Installing Peripheral Gateway PG1A (IPIVR)
- Starting Peripheral Gateway PG1A
- Install the Cisco JTAPI Plug in
- Installing Peripheral Gateway PG2A (CM)
- Installing CTI Gateway CG2A (CTI Server)
- Starting the Processes
Lesson 9 and LAB Module 9: CTIOS and CTIOS Desktop
- Installing CTI Object Server (CTI OS)
- Installing Cisco CTIOS Softphone
- Login to CTIOS Supervisor and Agent Desktop
Lesson 10 and LAB Module 10: Translation Route Wizard
Lesson 11 and LAB Module 11: ICM Script and Call Tracer
- Create the ICM Translation-Routing Script named TransRoute
- Testing the TransRoute Script using Call Tracer
- Testing the TransRoute Script using phones
Volume 2
Outline
This guide presents the outline concerning the lesson and lab activities for the System IPCC Enterprise portion this course:
Overview
Lesson 1 and LAB Module 1: System IPCC Installation
- Initial Setup Configuration
- Installing Cisco JTAPI Plugin
Lesson 2 and LAB Module 2: Deployment Wizard
- Web Administration Deployment Wizard
Lesson 3 and LAB Module 3: Post Installation Configuration
- Configure a Desk Setting
- Configure an Agent
- Configure a Team
- Configure a Skill Group
- Configure a Call Type
- Configure a Dialed Number
- Configure IVR Scripts
- Configure Network IVR
Lesson 4: Cisco Agent Desktop (CAD)
- Lecture on Cisco Agent Desktop (CAD)
Lesson 5 and LAB Module 5: Cisco Desktop Applications Installation
- Install Cisco Desktop Administrator (CDA)
- Install Cisco Agent Desktop (CAD)
- Install Cisco Supervisor Desktop (CSD)
Lesson 6 and LAB Module 6: System IPCC Script
- Creating the IPCC Sales Script
- Testing Call Routing
Lesson 7 and LAB Module 7: CAD Workflow
- Install Cisco Desktop Administrator (CAD)
- Cisco Agent Desktop User Interface Home Page
- Agent Desktop Work Flow Creation
- Testing Cisco Agent Desktop Work Flow
Lesson 8: Cisco Outbound Option
- Lecture on Cisco Outbound Option (CAD)
Lesson 9 and LAB Module 9: Cisco Outbound Option Installation
- Joining the IPCCDialer to the Domain
- Installing the Outbound Dialer
- Machine Wizard/Deployment Wizard (for IPCCDialer)
- Configure Outbound Call Types
- Configure Outbound Dialed Numbers
- Configure the Outbound Skill Group
- Enable the Outbound Option Call Variables
- Outbound Option System Options Configuration
- Outbound Option Dialer Configuration
- Outbound Option Import Rule Configuration
- Outbound Option Query Rule Configuration
- Outbound Option Campaign Configuration
- Enable Outbound Mode for Cisco Agent Desktop
- Configure CallManager Device Pool
- CallManager Bulk Administration Tool (BAT)
- Adding a CTI Route Point for Outbound Abandon
- Create an Outbound Administrative Script
- Create an Outbound Reservation Script
- Create an Outbound Abandon Script
- Create the Sales_Survey.txt Data File
Lesson 10 and Lab Module 10: Parent/Child
- Lecture on Cisco Parent ICM/Child IPCC Relationship
- Instructor led Lab exercise on installing/configuring Parent/Child