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IP Contact Centre Product Training

Course Details:

  • Days: 5
  • Course Code: CIIPCCF
  • Booking: Please ring 08450 504 505

Overview

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 the latest software including: Call Manager version 3.3(3), IP IVR version 3.1, and ICM v5.0 SR2.

This course is designed for Product Deployment Engineers, Application Consultants, TAC Engineers and others individuals responsible for implementing and configuring, supporting and installing the IPCC product.

Prerequisites

Delegates are required to meet the following prerequisites:

  • Basic IPIVR knowledge
  • Completion of ICMPT, Cisco ICM Product Training
  • Completion of CIPT, Cisco IP Telephony
  • CRSD experience essential

Delegates will learn how to

  • Accurately explain the IPCC solution concept
  • Identify solution models and their issues
  • Build a "clean order" for an IPCC solution
  • Design an IPCC solution using all applicable components
  • Install, configure, test, and maintain IPCC components for the single-site environment
  • Formulate and implement IPCC call flows and routing
  • Use Cisco's standard IPCC deployment tools
  • Troubleshoot the IPCC solution set

Course Outline

  • IPCC synopsis
  • Hardware Selection
  • IPCC Deployment Team Roles & Responsibilities
  • IPCC Solutions Packages and Ordering Information
  • Case Study
  • Call and Control Flows
  • ICM Central Controller Installation
  • Understanding the ICM Software Processes
  • Seattle Contact Centre Project
  • Cisco Application Editor
  • Creating an Application
  • Call Manager as a Routing Client
  • IPCC Features
  • IPCC Design Consideration
  • Final Contact Centre Project
  • Cisco Agent Desktop
  • Expanded reporting
  • Appendices

 

For more information or to apply please call 08450 50 45 05 or complete the form below;


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