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Cisco ICM Product Training Cisco Unified Intelligent Contact Management Enterprise
Cisco TrunkingIt is not the critic who counts, nor the man who points out how the strong man ..... Cisco Intelligent Contact Management (ICM) training course, and provides ICM system administrators, maintenance personnel, and Cisco partners the knowledge and experience needed to install, configure, support, and troubleshoot ICM Enterprise Edition.
Begin by exploring deployment models, deployment planning, ICM processes, functional descriptions, and fault tolerance. Then, using a basic design from ICMPT1 class content, you will create a duplexed ICM central controller with two contact centers. Build a simple SQL database for use in database routing, and after installing the required software, set up your lab. Using what you learned in ICMPT1, you'll configure and script for your business logic. Finish up by monitoring and troubleshooting the lab using Support Tools, command line, and other troubleshooting aids and techniques.
Cisco Unified Intelligent Contact Management Enterprise
Cisco Unified Intelligent Contact Management Enterprise uses a combination of multichannel contact management, intelligent routing, and network-to-desktop computer telephony integration (CTI) capabilities to:
Cisco SupportHere are a few basics of what this broad subject has to offer up to any individual who wants to know more about it. Cisco Unity is planned .....
* Virtualize contact center routing, reporting, and computer telephony integration across heterogeneous and distributed third-party automatic call distribution (ACD) and interactive voice response (IVR) systems
* Interface with carriers' intelligent networks for prerouting and delegation of calls targeted to one or more contact centers
* Segment customers and monitor resource activity and availability
* Deliver each contact to the most appropriate resource anywhere in the enterprise
* Profile each customer using contact-related data, such as dialed number and calling line ID
* Assign the most appropriate resources to meet a customer's needs based on real-time conditions (such as agent skills, availability, and queue lengths) continuously gathered from various contact center components
Cisco Unified Intelligent Contact Management Enterprise enables you to transparently integrate traditional inbound and outbound voice applications with Internet applications such as real-time chat, Web collaboration, and e-mail. This integration enables a single agent to support multiple interactions simultaneously, regardless of which communications channel the customer has chosen. Because each interaction is unique and may require individualized service, Cisco provides contact center solutions to manage customer interactions based on almost any contact attribute.
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