• 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

4 days

• ICMPT (Cisco ICM/NAM Product Training)
• CIPT1 (Cisco IP Telephony Part 1)
• CRSD (IPCC Express and IP-IVR Deployment)

System gbineers, Channel Partners/Resellers, and other Network Professionals who will implement, configure, and support the Cisco IPCC Product and have already attended training on the ICM Product.

1. Hardware Selection

2. IPCC Deployment Team Roles and Responsibilities

3. IPCC Solutions Packages and Ordering Information

4. Case Study

5. Call and Control Flows

6. ICM Central Controller Installation

7. Understanding the ICM Software Processes

8. Seattle Contact Center Project

9. Cisco Application Editor

10. Creating an Application

11. Call Manager as a Routing Client

12. IPCC Features

13. IPCC Design Consideration

14. Final Contact Center Project

Hands-On Labs

Lab 1: Configuring Call Manager
Add and configure Cisco IP phones, CTI Ports, CTI Route Points, and more.

Lab 2: Configuring IP IVR Part 1
Complete the initial setup of the CRA Platform.

Lab 3: Configuring IP IVR Part 2
Practice using the CRA Application Editor to create new scripts and upload them into the Repository.

Lab 4: Configuring IP IVR Part 3
Complete the configuration of the IP IVR. Set up the CTI Port Group, Cisco Media Group, and the necessary applications.

Lab 5: Configure ICM Part 1
Use the Configuration Manager to configure the necessary components required by the ICM. This includes Network VRU, NTG, TG, PG, DN, SVC, SG, AG, Device Target, Labels, and call types.

Lab 6: Configure ICM Part 2
Set up the PGs (defined in the previous Lab) and the JTAPI client.

Lab 7: CTI OS and CTIOS Softphone
Install the CTI OS Server software. Also, install Softphones for Clients (Agent) and Supervisors.

Lab 8: Scripting
Build ICM scripts that will allow you to test all the components you have configured.

Lab 10: Adding A Contact Center
Perform the necessary steps to add an additional contact center.

Lab 11: Reporting
Using WebView, launch various real time and historical reports using the standard templates within ICM.