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Course Length: 5 Days

Course Overview

The Cisco Internet Protocol-Based Contact Center Enterprise (IPCCE) course shows students how to implement a single site Voice-over-IP Contact Center using Cisco’s Intelligent Contact Manager (ICM), Call Manager (CUCM), and IPIVR/Queue Manager (QM). Implementation of a multi-cluster Call Manager installation is discussed, as well as integration with Legacy ACD environments. Lab exercises include examples of calls that are initially (post) routed to ICM from both Call Manager and IPIVR. Translation Routing is discussed and implemented heavily in this class.

This class also shows the student how to install and configure System IPCC (parent/child) – a “mini-me” version of IPCC Enterprise. Outbound Dialing configuration and implementation is also included as a portion of this class.

Although IPCC Express uses CallManager and IPIVR, this course has nothing to do with IPCC Express implementations. Configuration of Skilled Agent groups, and scripting concepts for IPCC Enterprise are greatly dissimilar to concepts associated with IPCC Express. Ensure you know which product(s) you are using before attending this class.

Prerequisites

• Be knowledgeable of MS Windows-NT Server
• Be familiar with call center operations (ACD, Network, and any IVR implementations)
• Be familiar with the configuration of Cisco CallManager, IPIVR/QM, and ICM

Target Audience

This course is designed for personnel responsible for installing, implementing, configuring and supporting the IPCC Enterprise, System IPCC, and Outbound Option products.

Course Objectives

After completing this course the student should be able to:

• Configure ICM, Call Manager, IPIVR for IPCC Enterprise
• Explain fundamental differences in Routing for Legacy ICM, IPCC Enterprise, System IPCC
• Create call routing scripts, using the Script Editor utility for ICM
• Understand and develop Translation Routing Applications for IPCCE
• Understand fundamental differences between CTI Desktop solutions – CTI O/S vs. CAD
• Install and configure System IPCC (Parent/Child)
• Install and configure Outbound Option for IPCCE

Course Outline

• IPCC Overview
• IPCC Call Flows
• Configure Call Manager for IPCCE
• Configure IPIVR/QM for IPCCE
• Configure ICM for IPCCE
• IPCCE Scripting
• CTI Desktop Solutions
• Translation Routing
• Outbound Option (formerly known as Blended Agent Dialing)
• System IPCC (Parent/Child)
• Reporting for IPCCE