Duration: 4 Day Hands-on Lab & Lecture Course
The first day is an overview of Cisco Intelligent Contact Manager and is designed to give an understanding of ICM system terminology, features, functions, components, and capabilities. It is also an excellent introduction to the product for any personnel within the call center environment who will have day to day interaction with the ICM product from Cisco.
Over the next three days the course introduces ICM configuration, basic scripting, and basic reporting. Topics include why we configure the ICM System and what needs to be configured. Perform basic scripting for configured objects, scheduling scripts, and checking the scripts with Call Tracer, and other ICM Tools and Utilities. Discuss and perform Exporting/Importing scripts, deleting and re-naming configuration objects, using an external SQL database in a DB Lookup script, call variables, having multiple Skill Groups assigned to a Service and using Caller Entered Digits (CED) to make selections for correct routing. Using the Route Select Node in scripting. Configure a Translation Route. Discuss various ICM Tools and Wizards available. Create and use an Administrative Script. Add in a new Contact Center and complete the configuration for it. Perform Contingencies In Scripting. Create and use Enterprise Services and Skill Groups. Start the Call Generator and monitor 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.
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 WebViews standard report templates
Who Should Attend
This course is primarily intended for Middle and Senior Managers, Call Center Managers, Product Managers, Console Operators, Telecom Analysts, Application Developers and other individuals responsible for:
- Designing and implementing the ICM configuration
- Designing and monitoring ICM scripts
- Designing and generating ICM reports