Unified Communications

Cisco ICM Product Training Part 1(ICMPT1)

After completing this course the student should be able to:
Demonstrate an overall understanding of the Cisco ICM system and environment
Describe the features, functions, and capabilities of ICM
Configure a generic ICM system using the Configuration Manager Tool
Create several call routing and administrative scripts using the Script Editor tool
Generate real-time and historical ICM reports using WebView¿s standard report templates
• Course Introduction
• Contact Centers and Routing
• ICM Components and Concepts
• ICM Options and integration
• ICM Routing
• Configuration of Boston Site
• ICM Script Editor
• Configuration Labs
• Database Routing
• Configuration Labs
• Translation Routing
• Adding a Second Site
• ICM Reporting