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The course at hand deals with the application of the Cisco ICM in a Multichannel Contact Center-i.e. in a contact center where contacts are not only established and maintained via phone, but also via e-mail and web collaboration. The integration of these media into ICM is discussed in detail. Course Contents • Basics of ICM Web Collaboration Option • Basics of the ICM E-Mail Manager Option • Architecture of the ICM Web Collaboration Option • Types of Collaboration • Installation, System and Server Administration • Adaptation of the Contents • The Script Builder • Agent/Caller Configuration • Components and Architecture of the E-Mail Manager Option • Installation • Creating Accounts, User Configuration • System Rules • Templates • Automated Services Levels • Reports • Integration into ICM • The Integration Wizard • Media Routing Domains • Agent Administration and the Configuration of Agent Roles • Connectivity to the Media Blender • Callback In this course, each student will receive the original Cisco Systems course documentation in English language. Target Group Administrators who wish to integrate ICM Web Collaboration and the E-Mail Manager Option into a contact center with Cisco ICM should attend this course. Knowledge Prerequisites In addition to a solid know-how of Cisco ICM as imparted in the ICMPT1 and ICMPT2 courses, practical experience with Cisco ICM is required. Moreover, a good knowledge of TCP/IP with Microsoft Windows NT Server is a prerequisite for attendance of the course at hand. ICMC |
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