Unified Contact Center Enterprise & Intelligent Contact Manager Administration (UCCEICM)

This course is designed for Contact Center personnel responsible for:

• Designing and implementing the ICM configuration
• Designing, implementing and monitoring ICM scripts
• Generating ICM reports
• Implementing, configuring, supporting and troubleshooting the UCCE environment
• Using ICM in a legacy environment with a mixture of Unified Communications
• Migrating from a Legacy environment to Unified Communications

To fully benefit from this course, you should have the following prerequisite skills and knowledge:

• 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)

After completing this course, you will be able to:

• Define the main components of a UCCE solution, their purpose, and the protocols used for communication between each component
• 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 systems, 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 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

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.

The ICM/UCCE course is intended for personnel within the Contact Center environment responsible for the daily Operations, Administration, Maintenance, and Provisioning (OAM&P) of the UCCE environment using Unified IP/IVR as a Prompt/Collect/Queue platform. The course starts at the 40,000 foot level of the ICM and UCCE products describing component and process interaction across the various components of a typical UCCE network.

Once the appropriate foundation is laid, the remainder of the week will be spent at ground level, implementing, configuring, scripting, and troubleshooting a single site UCCE environment. Differing deployment models are discussed and critiqued, as well as integration with legacy ACD environment. The following additional topics are covered: Ingress Gateway discussion, Communications Manager Configuration, ICM Translation Routing to Unified IP/IVR configuration and scripting. Special emphasis is placed on Translation Routing through discussion and lab sessions. Since you will be working with the real product in SLI’s state-of-the-art labs, the course will conclude with a capstone lab session troubleshooting an Intelligent Contact Manager. This is extremely interactive involving integration of the components as they are discussed, maximizing your Just-In-Time Training® experience.

Our instructors have been working with ICM since before the IPCC product existed; we really understand how this system works within our environment, whether it is Legacy or Unified. If you are migrating from a legacy environment, this course will match the correct Cisco term to your previous legacy terminology, eliminating any confusion. This also applies to other Cisco based UCCE solutions such as CVP. While this course focuses on Unified IP/IVR as the Prompt/Collect/Queue platform, SLI was the training partner that developed the Cisco CVP courseware, which enables us to discuss the differences with that product implementation during the class. If you are using CVP as a platform instead of Unified IP/IVR, SLI has a specific class for your needs.

Although IPCC Express uses UCM and Unified IP/IVR, this course does not cover IPCC Express Implementations. Configurations of Skilled Agent groups and scripting concepts for IPCC Enterprise is different from concepts associated with IPCC Express. Make sure you know each product(s) you are using before attending the class.