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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:

ICM Product Training Course (Recommend 3 - 6 months experience working with the Cisco ICM system)
STRONG working knowledge of MS Windows-NT Server
STRONG working knowledge of TCP/IP networking

Who Should Attend:

Systems Engineer

Training Course Overview/Content:

ICM Web Collaboration Option essentials

ICM E-Mail Manager Option essentials

ICM Integration essentials

ICM Web Collaboration Option,

Architectural Overview

Types of Collaboration

System Administration

Collaboration Process

Agent Details

Installation

Server Administration

Customizing Content

Script Builder

Agent/Caller Configuration

ICM E-Mail Manager Option - Components and Architecture

Installation

Account Creation

System Rules

Templates

Advanced system Rules

Automated Service Levels

User configuration

Reports

ICM Integration - Integration Essentials

Integration Wizard

Media Routing Domains

Agent Role Configuration

Agent Administration

Seamless Request transfer

Media Blender Connectivity

Callback Function