Cisco ICM/NAM Product Training

Revision: TE1212_20060318

Course Length:

5 Days

Course Description:

This 5-day course is intended for personnel within the call center environment who will have day-to-day interaction with the ICM/NAM product from Cisco. The course covers an overview of the ICM/NAM, configuration, basic scripting, WebView reporting , as well as Pre-Routing, Post-Routing, and Translation Routing. The Blended Agent (Outbound Option) is also introduced.

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, and designing and generating ICM reports.

Benefits of Attendance:

Upon completion of this course, students will be able to:

• 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 Webview utility.

Prerequisites:

Students should have basic knowledge of MS Windows 2000 Server and familiarity with your call center operations (ACD, Network, and any IVR implementations).

Course Outline:

• Chapter 1: Overview
• Chapter 2: Configuration & Scripting
• Chapter 3: Reporting & Monitoring
• Chapter 4: Blended Agent (outbound)