UCC Enterprise/Intelligent Contact Manager Administration w/CVP

    

Summary:
This course effectively combines concepts discussed in the Unified Contact Center Enterprise (UCCE), Intelligent Contact Manager (ICM 7.x) and CVP courses. The goal of this course is to combine the best elements of related Unified Contact Center courses into an accelerated one-week course, maximizing the exposure to the product(s) while minimizing time spent away from the job at training. The UCCE/ICM with CVP course is intended for personnel within the contact center environment who are responsible for the daily Operation, Administration, Maintenance, and Provisioning (OAM&P) of the UCCE environment using CVP as a Prompt/Collect/Queue platform. The course starts at the 40,000-foot level of the UCCE products describing the component and process interaction across the various components of a typical UCCE network. Once the appropriate foundation has been laid, the remainder of the week will be spent at ground level, implementing, configuring, scripting and troubleshooting a UCCE environment. Differing deployment models are discussed and critiqued. Integration with legacy ACD environment will also be discussed, as well as the following: Ingress VXML Gateway configuration (H.323 and SIP), CVP component configuration (Ops Console, Call Server VXML Server), Communications Manager Configuration, ICM configuration and scripting using MicroApps and External VXML. Since you'll be working with the real product in SLI's state-of-the-art labs, the course concludes with making a comprehensive solution work, including troubleshooting. This class is extremely interactive, involving integration of the components as they are discussed, maximizing your Just-In-Time experience.For those migrating from a legacy environment, this course will match the correct Cisco term to your previous legacy terminology, eliminating some of the confusion that is often experienced. Our instructors have been working with ICM since before IPCC existed as a product, meaning that we are well versed in how this system works within your environment, whether it's Legacy or Unified. SLI was the training partner that developed the Cisco CVPI courseware and is widely considered the top CVPI expert in the industry, so you can be sure that your time and money will be maximized by attending our training. If you are using IPIVR as a platform instead of CVP, SLI has specific class for your needs.

Duration:
5 Days/Lecture & Lab

Audience:
This course is designed for Contact Center personnel responsible for: -Designing and implementing the ICM configuration-Designing, implementing and monitoring ICM scripts using MicroApps-Designing, implementing and monitoring basic VXML applications-Generating ICM reports-Implementing, configuring, and troubleshooting the UCCE and CVP environment-Using ICM in a Legacy environment with a mixture of Unified Communications-Migration from a Legacy environment to Unified Communications

Topics:

• Course Introduction
• Course Overview
• Call Routing Concepts
• Boston Contact Center
• Basic administration
• Extended Functions
• Administrative Scripts
• Translation Routing
• Virtual Contact Center
• Webview
• Evaluations and Certificates

Prerequisites:
To fully benefit from this course, students should have the following prerequisite skills and knowledge: -Working knowledge of MS Windows in an Active Directory environment-Working knowledge of TCP/IP networking-Working knowledge of Cisco Contact Manager/Communications Manager and associated Voice Gateway functionality-Familiarity with basic contact center operations (PBX, ACD, network and IVR implementation)

Last Update: May 23, 2012