ICMSA is intended for personnel within the call center environment who will have technical responsibility for the ICM/NAM products from Cisco. The course covers ICM/NAM system components, installation, alarms & events, various troubleshooting/maintenance tools.

Course Objectives

• Describe ICM system components, their functions, and processes that run on the System Components and how the processes on the various components communicate with each other
• Install and configure NT and SQL Server Software
• Install the ICM Software using ICM set-up utility
• Monitor and interpret Cisco ICM alarms and events
• Use various tools, including rttest, opctest, procmon, dumcfg, dumplog, and Inspect, to support and troubleshoot the ICM software whether in a NAM or stand-alone ICM environment

Who Should Attend?

This course is intended for ICM System Administrators, maintenance personnel and Cisco Systems partners.

Course Student Prerequisite

• Cisco ICM/NAM Product Training
• Recommend 3-6 months experience working with the ICM system after attending the Product Training course
• Working knowledge of MS Windows NT Server
• Working knowledge of TCP/IP networking

Course Outline

• General Overview of GeoTel Intelligent Contact Management System
• ICM Functional Description
• ICM Components, Processes, and Inter-Process Communications
• ICM Fault Tolerance
• Microsoft Windows NT & SQL Server Installation & Configuration
• ICM Software Installation and Set-Up
  • NAM Installation
  • Customer ICM Installation and Database Configuration & Testing
  • NAM Configuration and testing
  • Configuring and Testing CICR (Customer ICM) Replication
• Alarms & Event Management
• Troubleshooting Tools and Techniques