Cisco Unified Communications

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.

• 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

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