Cisco ICM Multichannel Options (ICMMC)

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Cisco ICM Multichannel Options (ICMMC)

Who Should Attend

System Engineers

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.

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