Course details

The first day is an overview of Cisco Intelligent Contact Manager and is designed to give an understanding of ICM system terminology, features, functions, components, and capabilities. It is also an excellent introduction to the product for any personnel within the call center environment who will have day to day interaction with the ICM product from Cisco.

Over the next three days the course introduces ICM configuration, basic scripting, and basic reporting. Topics include why we configure the ICM System and what needs to be configured. Perform basic scripting for configured objects, scheduling scripts, and checking the scripts with Call Tracer, and other ICM Tools and Utilities. Discuss and perform Exporting/Importing scripts, deleting and re-naming configuration objects, using an external SQL database in a DB Lookup script, call variables, having multiple Skill Groups assigned to a Service and using Caller Entered Digits (CED) to make selections for correct routing. Using the Route Select Node in scripting. Configure a Translation Route. Discuss various ICM Tools and Wizards available. Create and use an Administrative Script. Add in a new Contact Center and complete the configuration for it. Perform Contingencies In Scripting. Create and use Enterprise Services and Skill Groups. Start the Call Generator and monitor a script with simulated live data. The course concludes with the reporting capabilities of ICM. WebView is used to launch several different report templates, setting thresholds, performing drilldowns.

Target Audience

This course is primarily intended for Middle and Senior Managers, 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
  • Designing and generating ICM reports


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 WebView’s standard report templates

Course Outline

Module 1 Call Routing Concepts

  • Lesson 1 Call Routing Options
  • Lesson 2 ICM Components
  • Lesson 3 ICM Call Routing

Module 2 Boston Contact Center

  • Lesson 4 Configure Boston Contact Center
  • Lesson 5 Script Editor

Module 3 Basic Administration

  • Lesson 6 Additional Boston Configuration
  • Lesson 7 Advanced Script Editor
  • Lesson 8 Administration Labs

Module 4 Extended Functions

  • Lesson 9 External Database Lookup
  • Lesson 10 Call Variables
  • Lesson 11 Multiple Skill Groups

Module 5 Administrative Scripts

  • Lesson 12 Administrative Scripts

Module 6 Translation Routing

  • Lesson 13 Translation Routing

Module 7 Virtual Contact Center

  • Lesson 14 Adding A Contact Center
  • Lesson 15 Enterprise Services and Skill Groups

Module 8 WebView

  • Lesson 16 WebView

Lab Outline

  • LAB Module 2-1: Configuring Boston Contact Center
  • LAB Module 2-2: Script Editor
  • LAB Module 2-3: Additional Boston Configuration
  • LAB Module 3-1: Advanced Script Editor
  • LAB Module 3-2: Administration Labs
  • LAB Module 4-1: External Database Lookup
  • LAB Module 4-2: Call Variables
  • LAB Module 4-2: Multiple Skill Groups
  • LAB Module 5-1: Administrative Script
  • LAB Module 6-1: Translation Route Wizard
  • LAB Module 7-1: Adding A Contact Center
  • LAB Module 7-2: Enterprise Services and Skill Groups

About Equitrain

EquiTrain –a pision of Equinox International- equips organizations with IT skills that are the lifeblood of modern corporate life, as Theyll as the professional expertise required for ensuring productivity and to remain competitive now and tomorrow.

At EquiTrain, They tailor end-to-end training solutions that incorporate both IT and business consultancy to the specific needs of each inpidual customer. They can equip yTheir IT professionals with all they need to quickly maximize yTheir new technology investments as Theyll as pushing forward absolute beginners on their road to IT proficiency.

They offer a broad range of IT and Management training cTheirses and certifications from top technology vendors with a choice of on-site or offsite, public or closed and local or abroad training. Their portfolio of cTheirses is supplemented by Their strategic training alliance with world's leading providers of learning solutions.

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