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Training Course Summary:

This 5-day course is intended for personnel within a multi channel call center environment who will have day-to-day interaction with the ICM products from Cisco. The course covers the ICM E-Mail Manager Option and the ICM Web Collaboration Option. The course will cover the features of both options as well as the integration with ICM.

Pre-Requisites:

A fundamental understanding of:


Basic working Knowledge of a computer and experience in installing software onto a PC
Basic understanding of newtork connectivity, Windows 2000 Server experience
Understanding of how network devices get subnet and IP addressing information, VLAN routing and configuration, TCP networking
Configuration of dial-peers on H.323 voice-enabled routers
Basic route plan construction, Cisco IOS and Catalyst OS command line basics, IOS Configuration, Knowledge of Telephony Application Programming Interface (TAPI) and Java Telephony Application Programming Interface (JTAPI) (optional)
Obtained a Cisco Certified Network Associate (CCNA) or equivalent knowledge

Interconnecting Cisco Network Devices v2.2
Introduction to Cisco Networking Technologies v2.0

Who Should Attend:

Channel Partner/Reseller
Customers
employees

Training Course Overview/Content:

Classroom Details


Course Introduction
Establish an On-Cluster Call
Components of Cisco IP Communications
Cisco CallManager Cluster and Deployment Options
Set up Cisco CallManager
Cisco catalyst Switches, Cisco IP Phones
Add Phones and Other Endpoints
Cisco IP Telephony Users
Cisco Bulk Administration Tool
Add Users
Establish an Off-Cluster Call
Telephony Class of Service
Configuring a Telephony Class of Service for Devices
Route Plan Basics
Building Basic Route Plans
Advanced Route Plans
Cisco Access Gateways
Configure Complex Route Plans
Call Admission Control and Survivable Remote Site Telephony
Configure Call Admission Control and Survivable Remote Site Telephony
Enable Features for Users, Media Resources, Configure Media Resources, Softkey Template, Features, Configure IP Phones