Cisco® ICM Multichannel Options (ICMMC)

Length: 5-day Workshop

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.

You will learn:

• Discuss the operation of the ICM 5 Web Collaboration and E-mail Manager options
• Use the Cisco® Wizard tools to integrate each of these options with the ICM system
• Implement and configure the ICM outbound option
• Perform a number of configuration exercises to demonstrate the operation of:
  • Collaboration Option
  • E-Mail Manager Option
  • Universal Queue
  • Outbound option

Recommended for:

• System Engineers
• Channel Partners/Resellers
• Customers

Prerequisites:

• REQUIRED: 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

More Information

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