Who should attend
- Customer
- Employee
- Channel Partners/Resellers
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
Course Objectives
Course Content
- Feature Overview
- Architecture / Installation
- User Management
- The Knowledge Base
- General Administration and Workflows
- The E-Mail Agent
- The Integrated System
- Unified Contact Center Enterprise Configuration
- Unified WIM
- Monitoring and Reporting
- Troubleshooting