This course is a follow on to theCisco ICM Product Training Part 1 (ICMPT1) v7.0 and provides ICM system administrators, maintenance personal, and Cisco partners the knowledge and experience necessary to install, set-up, support, and troubleshoot the Cisco Intelligent Contact Management Enterprise Edition.
The course covers deployment models, deployment planning, ICM processes, functional descriptions, and fault tolerance. Students will use a basic design (based on the ICMPT1 class) and create a duplexed ICM Central Controller with two contact centres.
They will build a simple SQL database for use in database routing.
After installing the required software, the students will set up their labs, and using the knowledge gained previously in ICMPT1, the students will configure and script for their business logic.
The course includes monitoring and troubleshooting the Lab built during this class. Support Tools, command line and various other troubleshooting aids and techniques are discussed. This course is based on ICM Enterprise Release 7.0.
The course outline is as follows:
- Course Introduction
- Architecture and Deployment
- Lab Design
- Lab Software
- Building an ICM Instance
- ICM Monitoring and Troubleshooting