This course is intended for personnel who will implement, configure and support the Cisco IPCC Product but have already attended training on the ICM Product.

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

• 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