• Channel Partner/Reseller
• Customers
• Employee

Attendance and completion of ICM Product Training (ICMPT):

• Cisco ICM Product Training Part 1 (ICMPT1)
• Cisco ICM Product Training Part 1 (ICMPT2)

Attendance and completion of Cisco IP Telephony Part 1 (CIPT1):

• Cisco IP Telephony Part 1 v6.0 (CIPT1)
• Working knowledge of Windows 2003 Server, Windows XP
• Basic knowledge of SQL Server 2000
• Recommended attendance and completion of CRSD

After completing this course the delegate will be able to:

• Explain the IPCC solution concept, components, and interaction of components.
• Identify new features in IPCC 7.0.
• Describe IPCC deployment models and their issues.
• Determining IPCC queing and routing client options.
• Design an System IPCC lab and production system.
• Install, configure, test, and maintain IPCC components.
• Design IPCC call flows.
• Creating IPCC script.
• Use Ciscos standard IPCC deployment tools.
• Troubleshoot the IPCC solution set.

This course is intended for personnel who will implement, configure and support the Cisco IPCC Product but have already attended training on the ICM Product. This course is based on ICM 7.0, CallManager 4.1 and CRS 4.0.

The course outline is as follows:

• IP Contact Centres & Routing
• IPCC Components and Concepts
• IPCC 7.0 Routing
• IPCC Deployment Planning
• Enterprise IPCC vs System IPCC