The
Cisco ICM/NAM Product Training course is intended for personnel within the call center environment who will have day to day interaction with the ICM/NAM products from Cisco. The course covers ICM/NAM configuration, basic scripting, and basic reporting.
Course Objectives
- 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 Monitor ICM utility
Who Should Attend?
This course is designed for Call Center Managers, Product Managers, Console Operators, Telecom Analysts, Application Developers and other individuals responsible for:
- Designing and implementing the ICM configuration
- Designing and monitoring ICM scripts
- Designing and generating ICM reports
Student Prerequisites
- Basic knowledge of MS Windows-NT Server
- Familiarity with your call center operations (ACD, Network, and any IVR implementations)
Course Outline
Overview
- How Toll Free Calls are Routed
- Allocation Routing
- Call-by-Call Routing
- The Intelligent CallRouter
- Benefits of the ICM system
- ICM Terminology
- System Architecture
- Call Flow Through the ICM
- ICM Databases
- Admin Workstation Program Group
Configuration & Scripting
- Routing Clients
- Dialed Numbers
- Labels
- Services
- Skill Groups
- Routes
- Peripheral Targets
- External SQL Database
- Enterprise Services
- Enterprise Skill Groups
- Translation Route
- Script Pallette
- Define Node Properties
- Call Tracer
- Router Log Viewer
- Contingencies in Scripting
Reporting & Monitoring
- Template Definition
- Create ICM Reports
- Job Scheduler
- Event Viewer
- Web View
