Cisco Unified Contact Center Power Workshop (CUCCPW)

• System Engineers
• Channel Partner/Reseller
• Customers

• Basic knowledge of MS Windows-NT Server
• Familiarity with your call center operations (ACD, Network, and any IVR implementations)

This Power Workshop is intended for personnel who will implement, configure and support the Cisco IPCC Product. After completing this Power Workshop, students will be able to:

• 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

• Configuration & Scripting
• Reporting & Monitoring
• Blended Agent
• ICM Deployment Planning
• ICM Functional Description
• ICM 5.0 Third Party Software
• Installing NAMSP Instance
• Configuring NAMSP
• Installing ACME Instance
• Configuring ACME
• Installing BUZCO Instance
• Tools
• IPCC SYNOPSIS
• Hardware Selection
• IPCC Deployment
• Team Roles & Responsibilities
• IPCC Solutions Packages and Ordering Information
• Case Study
• Call and Control Flows
• ICM Central Controller Installation
• Understanding the ICM Software Processes
• Seattle Contact Center Project
• Cisco Application Editor
• Creating an Application
• CallManager as a Routing Client
• IPCC Features
• IPCC Design Consideration
• Final Contact Center Project