Description

Cisco IP Contact Center Enterprise v1.0 is based on ICM 7.0, CallManager 4.1 and CRS 4.0 software. Call flows have been created and are used as the basis to help students understand how to configure IP Contact Center and understand how it operates. The course also includes coverage of CAD, the Cisco Agent Desktop, and reporting.

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.

Objectives

After completing this course, the student should be able to:

• ACCURATELY EXPLAIN THE IPCC SOLUTION CONCEPT
• IDENTIFY SOLUTION MODELS AND THEIR ISSUES
• BUILD A "CLEAN ORDER" FOR AN IPCC SOLUTION
• DESIGN AN IPCC SOLUTION USING ALL APPLICABLE COMPONENTS
• INSTALL, CONFIGURE, TEST, AND MAINTAIN IPCC COMPONENTS FOR THE SINGLE-SITE ENVIRONMENT
• FORMULATE AND IMPLEMENT IPCC CALL FLOWS AND ROUTING
• USE CISCO'S STANDARD IPCC DEPLOYMENT TOOLS
• TROUBLESHOOT THE IPCC SOLUTION SET

Prerequisites

• Attendance and Completion of ICMPT (ICM Product Training)
• Attendance and Completion of Call Manager
• Recommended Attendance and Completion of CRSD

Who Should Attend

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

• System Engineers
• Channel Partner/Reseller
• Cisco Employees
• Customers

Course Outline

• IPCCE v1.0
• IPCCE IP Contact Center Enterprise (IPCCE) v1.0 Outline for Volume 1 and Volume 2
• Volume 1
• Introduction
• Overview
• Lesson 1: IPCC Pre Routing Call Flow
• Lecture on IPCC Pre Routing from IXC Call Flow
• Lesson 2: IPCC Post Route from CallManager Call Flow
• Lecture on IPCC Post Route from CallManager Call Flow
• Lesson 3 and LAB Module 3: Configure CallManager for IPCC
• Adding an IP Phone
• Adding a User
• Adding Additional IP Phones
• Configure a Route Point
• Lesson 4: CRS Script Editor
• Lecture and demo on CRS Script Editor
• Lesson 5 and LAB Module 5: Create a CRS Script
• Create the CollectDigits.aef Script
• Lesson 6 and LAB Module 6: Configure IPIVR for IPCC
• Initial Setup Configuration
• Provisioning the JTAPI Provider
• JTAPI Call Control Group Configuration
• Verifying the CTI Port Associations
• Cisco Media Termination Dialog Group Configuration
• Uploading Prompts to Repository
• Uploading Scripts to Repository
• Creating an Application
• Configuring the ICM Subsystem
• Lesson 7 and LAB Module 7: ICM Configuration
• Configure Network VRU
• Configure Network VRU Script
• Configure Peripheral Gateway PG1A
• Configure IPIVR Network Trunk Group and Trunk Group
• Configure a Generic Service for Translation Routes
• Configure Agent Desk Setting
• Configure Peripheral Gateway PG2A
• Configure CM Network Trunk Group and Trunk Group
• Configure Skill Group for PreSales
• Configure Additional Skill Group for PostSales
• Configure an Agent
• Configure an Additional Agent
• Creating a Supervisor
• Creating an Agent Team
• Configure a Device Target and Label
• Configure Additional Device Target and Label
• Configure a Call Type
• Configure a Dialed Number
• Mapping the Dialed Number to a Call Type
• Lesson 8 and LAB Module 8: ICM Component Installation
• Installing Peripheral Gateway PG1A (IPIVR)
• Starting Peripheral Gateway PG1A
• Install the Cisco JTAPI Plug in
• Installing Peripheral Gateway PG2A (CM)
• Installing CTI Gateway CG2A (CTI Server)
• Starting the Processes
• Lesson 9 and LAB Module 9: CTIOS and CTIOS Desktop
• Installing CTI Object Server (CTI OS)
• Installing Cisco CTIOS Softphone
• Login to CTIOS Supervisor and Agent Desktop
• Lesson 10 and LAB Module 10: Translation Route Wizard
• Translation Route Wizard
• Lesson 11 and LAB Module 11: ICM Script and Call Tracer
• Create the ICM Translation-Routing Script named TransRoute
• Testing the TransRoute Script using Call Tracer
• Testing the TransRoute Script using phones
• Volume 2
• Outline
• This guide presents the outline concerning the lesson and lab activities for the System IPCC Enterprise portion this course:
• Overview
• Lesson 1 and LAB Module 1: System IPCC Installation
• Initial Setup Configuration
• Installing Cisco JTAPI Plugin
• Lesson 2 and LAB Module 2: Deployment Wizard
• Web Administration Deployment Wizard
• Lesson 3 and LAB Module 3: Post Installation Configuration
• Configure a Desk Setting
• Configure an Agent
• Configure a Team
• Configure a Skill Group
• Configure a Call Type
• Configure a Dialed Number
• Configure IVR Scripts
• Configure Network IVR
• Lesson 4: Cisco Agent Desktop (CAD)
• Lecture on Cisco Agent Desktop (CAD)
• Lesson 5 and LAB Module 5: Cisco Desktop Applications Installation
• Install Cisco Desktop Administrator (CDA)
• Install Cisco Agent Desktop (CAD)
• Install Cisco Supervisor Desktop (CSD)
• Lesson 6 and LAB Module 6: System IPCC Script
• Creating the IPCC Sales Script
• Testing Call Routing
• Lesson 7 and LAB Module 7: CAD Workflow
• Install Cisco Desktop Administrator (CAD)
• Cisco Agent Desktop User Interface Home Page
• Agent Desktop Work Flow Creation
• Testing Cisco Agent Desktop Work Flow
• Lesson 8: Cisco Outbound Option
• Lecture on Cisco Outbound Option (CAD)
• Lesson 9 and LAB Module 9: Cisco Outbound Option Installation
• Joining the IPCCDialer to the Domain
• Installing the Outbound Dialer
• Machine Wizard/Deployment Wizard (for IPCCDialer)
• Configure Outbound Call Types
• Configure Outbound Dialed Numbers
• Configure the Outbound Skill Group
• Enable the Outbound Option Call Variables
• Outbound Option System Options Configuration
• Outbound Option Dialer Configuration
• Outbound Option Import Rule Configuration
• Outbound Option Query Rule Configuration
• Outbound Option Campaign Configuration
• Enable Outbound Mode for Cisco Agent Desktop
• Configure CallManager Device Pool
• CallManager Bulk Administration Tool (BAT)
• Adding a CTI Route Point for Outbound Abandon
• Create an Outbound Administrative Script
• Create an Outbound Reservation Script
• Create an Outbound Abandon Script
• Create the Sales_Survey.txt Data File
• Lesson 10 and Lab Module 10: Parent/Child
• Lecture on Cisco Parent ICM/Child IPCC Relationship
• Instructor led Lab exercise on installing/configuring Parent/Child
• Lab Outline
• Hardware and Software Requirements
• Workstation Configuration
• General Lab Setup
• Installing Software
• Installing VMware Workstation 5
• Installing Windows 2003 Server
• Installing Windows 2003 Server SP1
• Disable the Shutdown Event Tracker
• Configuring the Server as a Domain Controller
• Joining a Server to the Domain
• Configuring DNS on a Forest Root Domain Controller
• Installing Microsoft SQL Server 2000
• Installing Microsoft SQL Server 2000 SP4
• Additional Settings