Who Should Attend
Prerequisites
ICM Product Training Course (Recommend 3-6 months experience working with the Cisco ICM system). Strong working knowledge of MS Windows-NT Server and strong working knowledge of TCP/IP networking is essential.
Course Objectives
- Discuss the operation of the ICM 5 Web Collaboration and Email Manager options
- Use the Cisco Wizard tools to integrate each of these options with the ICM system
- Implement and configure the ICM outbound option
- Perform a number of configuration exercises to demonstrate the operation of the Collaboration Option, Email Manager option, Universal Queue and outbound option
Course Content
This 5-day course is intended for personnel within a multi channel call centre environment who will have day-to-day interaction with the ICM products from Cisco. The course covers the ICM E-Mail Manager Option and the ICM Web Collaboration Option. The course will cover the features of both options as well as the integration with ICM.
- ICM Web Collaboration Option essentials
- ICM E-Mail Manager essentials
- ICM Integration essentials
- ICM Web Collaboration Option
- Architectural Overview
- Types of Collaboration
- System Administration
- Collaboration Process
- Agent Details
- Installation
- Server Administration
- Customizing Content
- Script Builder
- Agent/Caller Configuration
- ICM E-Mail Manager Option - Components and Architecture
- Installation
- Account Creation
- System Rules
- Templates
- Advanced System Rules
- Automated Service Levels
- User configuration
- Reports
- ICM Integration Integration Essentials
- Integration Wizard
- Media Routing Domains
- Agent Role Configuration
- Agent Administration
- Seamless Request Transfer
- Media Blender Connectivity
- Callback Function
Cisco ICM Multichannel Options (ICMMC), Cisco ICM Training Courses. |
