In this course, you will receive a working overview of the ICM/NAM product and develop the knowledge and skills to install and configure the ICM/NAM product. Also learn basic scripting, WebView reporting, Pre-Routing, Post-Routing, and Translation Routing. The Blended Agent (Outbound Option) is also introduced. You will learn:

• Configure a generic ICM system using the Configure ICM utility
• Create several call routing and administrative scripts using the Script Editor utility
• Generate real time and historical ICM reports using standard templates from the WebView utility

5 days

ICMPT requires the ICM Overview and Introduction to Designing your ICM Application courses, and a basic knowledge of MS Windows 2000 Server and familiarity with your call center operations (ACD, Network, and any IVR implementations).

This course is intended for personnel within the call center environment including Call Center Managers, Product Managers, Console Operators, Telecom Analysts, and Application Developers who will have day-to-day interaction with the ICM/NAM product, including:

• Designing and implementing the ICM configuration
• Designing and monitoring ICM scripts
• Designing and generating ICM reports

1. Overview

2. Configuration & Scripting

3. Reporting & Monitoring

4. Blended Agent (Outbound) TCP/IP Overview

Hands-On Labs