Course Details
Unified Contact Center Enterprise/Intelligent Contact Manager Administration w/IPIVR
  • Course Length: 5 days
  • Course Price: $0
  • Code: IPIVR
  • Course Mode: ILT
Prerequisite
  • Working knowledge of MS Windows in an Active Directory environment
  • Working knowledge of TCP/IP networking
  • Working knowledge of Cisco CallManager/Communications Manager and associated Voice Gateway functionality
  • Familiarity with basic call center operations (PBX, ACD, network and IVR implementation)
Audience
This course is designed for Contact Center personnel responsible for:
  • Designing and implementing a UCCE configuration using Unified Communications Manager and IP IVR as routing clients
  • Designing, implementing and monitoring ICM and IP IVR scripts
  • Generating ICM/UCCE reports
  • Implementing, configuring, supporting and troubleshooting the UCCE environment
  • Using ICM in a legacy environment with a mixture of Unified Communications including IP IVR
  • Migrating from a Legacy environment to Unified Communications with IP IVR as the VRU routing client.

This five-day course effectively combines concepts discussed in the Intelligent Contact Manager (ICM7.x) and IP Contact Center Enterprise (now UCCE) 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.

  • Day 1: Cisco Unified Contact Center Enterprise Technical Overview
  • Day 2: Voice Gateways, Unified Communications Manager and IP IVR
  • Day 3: Integrating ICM into the Environment
  • Day 4: CCE Translation Routing and CTI functionality
  • Day 5: CCE Monitoring, Reporting and Troubleshooting

  • Define the main components of a UCCE solution, their purpose and the major protocols used for communication between each component.
  • Define and Diagram the Private/Visible networks used in a UCCE environment.
  • Define the main components of an ICM system and the inter process communications between ICM components including NICs, Routers, Loggers, Peripheral Gateways, Administrative Workstations, HDS, Web View.
  • Explain the differences and use of Pre-Route, Post-Route and Translation Route call flows.
  • Identify how call routing in a UCCE environment differs from a Legacy ICM environment.
  • Add and configure ICM PGs and CTI Components used in a UCCE Environment.
  • Configure CallManager/Communications Manger to support a UCCE environment including CTI Route Points, CTI Ports, and JTAPI users.
  • Configure Unified IP/IVR to support a UCCE environment including JTAPI subsystems, Application Triggers and basic Unified IP/IVR Scripts.
  • Configure ICM to support a UCCE environment (including Agents, Skill Groups, Services, Call Variables, ECC Variables and External Database Routing) using the Configure ICM utility.
  • Create and monitor call routing (including Post Routing and Translation Routing) scripts using the ICM Script Editor Utility.
  • Create and monitor administrative scripts using the ICM Script Editor Utility.
  • Troubleshoot, debug and diagnose scripts and configuration using various applications found in the ICM Admin Workstation Program Group.
  • Generate real time and historical ICM reports using standard templates form the Web View utility.
  • Comprehend the fundamental differences between CTI Desktop solutions - CTI/OS vs. CAD.
  • Identify several key tables in the ICM database (RCD, TCD) and their importance in troubleshooting or tracking calls.
  • Utilize several command line utilities useful for ICM/UCCE troubleshooting including RTEST, OPCTEST, PROCMON, DUMPLOG.
  • Demonstrate a better overall comfort and proficiency with installing, configuring, and troubleshooting the UCCE environment.