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(ICMPT1 / ICMPT2) Cisco ICM Product Training Boot Camp

After completing this course the student should be able to:
• Demonstrate an overall understanding of the Cisco ICM system and environment
• Describe the features, functions, and capabilities of ICM
• Configure a generic ICM system using the Configuration Manager Tool
• Create several call routing and administrative scripts using the Script Editor tool
• Generate real-time and historical ICM reports using WebViews standard report templates
• Demonstrate an overall understanding of ICM Processes
• Use the ICM tools for basic System Administration and troubleshooting.
• Install the software for ICM in a duplexed Enterprise ICM environment.
• Configure and script the ICM to support Business Rules.
• Perform basic troubleshooting and monitor the ICM system.
• Day 1: Executive Overview. Component, network, and process overview. Installation plan review
• Day 2-4: ICM Configuration, Scripting, Monitoring, and Reporting
• Day 4-5: ICM Installation, maintenance, and troubleshooting techniques