About this course

Course code TPCI-UEIME
Duration 5 Days
Special Notices

If both classroom and virtual dates are available for this course please specify your preference when booking.

Cisco Interaction Manager provides the capability for agents to selectively handle E-Mail, chat, web collaboration, and voice requests using an integrated platform for task assignment using workflow conditions, routing scripts, and socket communication involving Cisco Unified Contact Center Enterprise 7.5 (Unified CCE), with accessibility and interoperability of both within the Cisco Agent Desktop (Cisco AD) Embedded Browser. This five day instructor-led course will define the tasks necessary for implementation, configuration, and support of Unified Email Interaction Manager and Unified Web Interaction Manager, the components that make up the Cisco Interaction Manager.

Prerequisites

  • Working knowledge of Windows 2003 Server, Windows XP
  • Basic knowledge of SQL Server 2000
  • Basic knowledge of WebLogic and WebLogic Domains
  • Basic knowledge of IIS
  • Unified Contact Center Enterprise (Unified CCE), Hosted or Unified ICM Architecture and Configuration
  • Working knowledge of:
    • ICM features
    • ICM components and architecture (how each component connects with one another to form the Enterprise system)
    • ICM installation
    • System IPCC features and installation
    • Setting up a voice script in ICM
    • Working with ICM Script Editor to configure routing scripts
    • Configuration of Call Manager to interface with ICM

5 Days

Duration

This is a QA approved partner course

Delivery Method

Delivery method

Classroom

Face-to-face learning in the comfort of our quality nationwide centres, with free refreshments and Wi-Fi.

Find dates and prices

Online booking is currently not available for this course, to find out more please call us on 0345 074 7998 or email us at info@qa.com to discuss how we can help.

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