IPCC Training Courses and Workshops

Schools providing training courses, certificates, diplomas or degree programs of IP Contact Centre




Total 113 training courses and degree programs available around the world.

United States - United Kingdom - Canada - Australia - India

Popular courses:
Cisco IPCC Enterprise Advanced Scripting
Cisco CTI Programming for Cisco ICM and Cisco IPCC
Cisco IPCC Express Deployment and Advanced Scripting
Cisco IPCC Enterprise PPDIOO
Advanced Services - Cisco IPCC Enterprise Advanced Scripting
Advanced Services - Cisco IPCC Enterprise PPDIOO


Cisco IPCC Advanced Scripting

Course Format: Classroom
School/Trainer: Global Knowledge UAE
Training Center(s)/Venue(s): Abu Dhabi, Dubai, United Arab Emirates
  V

Course Content
Script Editor Interface
Basic Scripting Overview
Routing Logic
Business Rules Development
Formula Editor, Built-In Functions, Custom Fuctions
Database Routing
Advanced Features

Lab Outline:
Learn application discovery and design
Create routing script for Cisco IPCC Enterprise environment with Cisco IP IVR prompts
Create administrative script for Cisco IPCC Enterprise environment
Validate and troubleshoot scripts
Add database routing feature to routing script

Course Objectives
Develop a technique for determining the business rules that dictate the delivery of calls within a call center
Convert business rules into a call flow design based on the requirements
Develop scripts providing IVR (Interactive Voice Response) treatment, collecting digits, performing database lookups, and facilitating screen pops at the desktop
Test the scripting logic to verify that it meets the business requirements
Identify script failure and learn troubleshooting

Cisco IPCC Advanced Scripting

Course Format: Classroom
School/Trainer: Global Knowledge India
Training Center(s)/Venue(s): Bangalore, Chennai, Delhi, Pune, India
  V

Course Content
Script Editor Interface
Basic Scripting Overview
Routing Logic
Business Rules Development
Formula Editor, Built-In Functions, Custom Fuctions
Database Routing
Advanced Features

Lab Outline:
Learn application discovery and design
Create routing script for Cisco IPCC Enterprise environment with Cisco IP IVR prompts
Create administrative script for Cisco IPCC Enterprise environment
Validate and troubleshoot scripts
Add database routing feature to routing script

Course Objectives
Develop a technique for determining the business rules that dictate the delivery of calls within a call center
Convert business rules into a call flow design based on the requirements
Develop scripts providing IVR (Interactive Voice Response) treatment, collecting digits, performing database lookups, and facilitating screen pops at the desktop
Test the scripting logic to verify that it meets the business requirements
Identify script failure and learn troubleshooting

Cisco IPCC Advanced Scripting

Course Format: Classroom
School/Trainer: Global Knowledge Malaysia
Training Center(s)/Venue(s): Petaling Jaya, Malaysia
  V

Course Content
Script Editor Interface
Basic Scripting Overview
Routing Logic
Business Rules Development
Formula Editor, Built-In Functions, Custom Fuctions
Database Routing
Advanced Features

Lab Outline:
Learn application discovery and design
Create routing script for Cisco IPCC Enterprise environment with Cisco IP IVR prompts
Create administrative script for Cisco IPCC Enterprise environment
Validate and troubleshoot scripts
Add database routing feature to routing script

Course Objectives
Develop a technique for determining the business rules that dictate the delivery of calls within a call center
Convert business rules into a call flow design based on the requirements
Develop scripts providing IVR (Interactive Voice Response) treatment, collecting digits, performing database lookups, and facilitating screen pops at the desktop
Test the scripting logic to verify that it meets the business requirements
Identify script failure and learn troubleshooting

Cisco IPCC Advanced Scripting

Course Format: Classroom
School/Trainer: Global Knowledge Indonesia
Training Center(s)/Venue(s): Jakarta, Indonesia
  V

Course Content
Script Editor Interface
Basic Scripting Overview
Routing Logic
Business Rules Development
Formula Editor, Built-In Functions, Custom Fuctions
Database Routing
Advanced Features

Lab Outline:
Learn application discovery and design
Create routing script for Cisco IPCC Enterprise environment with Cisco IP IVR prompts
Create administrative script for Cisco IPCC Enterprise environment
Validate and troubleshoot scripts
Add database routing feature to routing script

Course Objectives
Develop a technique for determining the business rules that dictate the delivery of calls within a call center
Convert business rules into a call flow design based on the requirements
Develop scripts providing IVR (Interactive Voice Response) treatment, collecting digits, performing database lookups, and facilitating screen pops at the desktop
Test the scripting logic to verify that it meets the business requirements
Identify script failure and learn troubleshooting

Cisco IPCC Advanced Scripting

Course Format: Classroom
School/Trainer: Global Knowledge China
Training Center(s)/Venue(s): Guangzhou, China
  V

Course Content
Script Editor Interface
Basic Scripting Overview
Routing Logic
Business Rules Development
Formula Editor, Built-In Functions, Custom Fuctions
Database Routing
Advanced Features

Lab Outline:
Learn application discovery and design
Create routing script for Cisco IPCC Enterprise environment with Cisco IP IVR prompts
Create administrative script for Cisco IPCC Enterprise environment
Validate and troubleshoot scripts
Add database routing feature to routing script

Course Objectives
Develop a technique for determining the business rules that dictate the delivery of calls within a call center
Convert business rules into a call flow design based on the requirements
Develop scripts providing IVR (Interactive Voice Response) treatment, collecting digits, performing database lookups, and facilitating screen pops at the desktop
Test the scripting logic to verify that it meets the business requirements
Identify script failure and learn troubleshooting

Cisco IPCC Advanced Scripting

Course Format: Classroom
School/Trainer: Global Knowledge Singapore
Training Center(s)/Venue(s): Singapore, Singapore
  V

Course Content
Script Editor Interface
Basic Scripting Overview
Routing Logic
Business Rules Development
Formula Editor, Built-In Functions, Custom Fuctions
Database Routing
Advanced Features

Lab Outline:
Learn application discovery and design
Create routing script for Cisco IPCC Enterprise environment with Cisco IP IVR prompts
Create administrative script for Cisco IPCC Enterprise environment
Validate and troubleshoot scripts
Add database routing feature to routing script

Course Objectives
Develop a technique for determining the business rules that dictate the delivery of calls within a call center
Convert business rules into a call flow design based on the requirements
Develop scripts providing IVR (Interactive Voice Response) treatment, collecting digits, performing database lookups, and facilitating screen pops at the desktop
Test the scripting logic to verify that it meets the business requirements
Identify script failure and learn troubleshooting

Coaching Classes for CA CPT , CS , CMA (All levels), B Com Classes Workshop

Course Format: Classroom
School/Trainer: Edzonex Classes
Training Center(s)/Venue(s): kolkata, india
  V

Edzonex Classes provides coaching classes for professional courses such as ca cpt, cs foundation, cma foundation, ca ipcc, We provide best in classes for ca cpt, cs foundation and aim to deliver qualitative education, leveraging technology with innovation to learners, irrespective of their geographical location.
Why Edzonex: Career Counseling, Learner-Friendly Approach,Regular Mock Test, facility to review past lectures.
Contact: 09051581500/9874758000
Loc: Chowranghee,kalighat,rishra,badakar,sovabazar,bangur
Address: 50, Block B, 7th Floor, Chowringhee Road, Kolkata 700071

Cisco IPCC Enterprise Advanced Scripting (Certificate)

Course Format: Classroom
School/Trainer: Ascolta
Training Center(s)/Venue(s): Atlanta, Boise, Denver, Irvine, Los Angeles, Minneapolis, Phoenix, Portland, San Diego, Seattle, United States
  V

Call center customers use Cisco IP Contact Center Enterprise/Intelligent Contact Management (IPCC/ICM) to efficiently route call center contacts to the agent with the most appropriate skill set to assist the customer. Cisco ICM scripting provides the tools needed to translate an organization&,#146,s business rules for customer contacts into call-routing logic. The process includes configuring, scripting, and testing complex call flows. Additional topics include database lookup features, custom formulas, and custom functions.

Upon completion of this course, you should be able to:
Develop a technique for determining the business rules that dictate the delivery of calls within a call center
Convert business rules into a call-flow design based on the requirements
Develop scripts providing Interactive Voice Response (IVR) treatment, collecting digits, performing database lookups, and facilitating screen pops at the desktop
Test the scripting logic to verify that it meets the business requirements
Identify script failure and learn troubleshooting

Services Customizing ICM/IPCC Reports Workshop (Certificate)

Course Format: Classroom
School/Trainer: Ascolta
Training Center(s)/Venue(s): Atlanta, Boise, Denver, Irvine, Los Angeles, Minneapolis, Phoenix, Portland, San Diego, Seattle, United States
  V

This workshop is designed to provide you with a thorough understanding of the ICM reporting environment and the technical aspects of implementing custom reports in WebView. Although the workshop focuses on the IPCC implementation, those familiar with traditional ICM installations can also benefit from the topics covered. In order to lay the groundwork necessary for the advanced reporting concepts, the course provides a detailed examination of how the components of the ICM work together to generate the reporting data. After completing this course, you will have a solid foundation in the ICM reporting environment. You&,#146,ll be able to identify when customization is required, and you&,#146,ll have the skills necessary to build or modify WebView reporting templatesfrom standard ICM summary tables.

Upon completion of this course, you should be able to:
The ICM environment
Typical call flows
Relate call flows to data generation
Primary database tables
Primary formulas for ICM call statistics
Use InfoMaker to format and create templates
Add new templates to WebView
Navigate and query the ICM database schema
Assess ... [Read More]

IPCCX (Certificate)

Course Format: Classroom
School/Trainer: National Engineers Training Services
Training Center(s)/Venue(s): Lahore, Pakistan
  V

The 642-164 UCCX Unified Communications Contact Center Express Implementation exam is associated with the Unified Communications Contact Center Express Specialist certification. This exam tests a candidate’s knowledge of the design, implementation, and operation of CRS/UCCCX deployments. Candidates can prepare for this exam by taking the UCCXD v 1.1 Unified Contact Center Express & Unified IP/IVR Deployment course.

Course Topics
■Design a Unified Contact Center Express System deployment
■Implement a Unified Contact Center Express System
■Operate a Unified Contact Center Express System

IPCCE (Certificate)

Course Format: Classroom
School/Trainer: National Engineers Training Services
Training Center(s)/Venue(s): Lahore, Pakistan
  V

IPCC Pre Routing Call Flow
■Lecture on IPCC Pre Routing from IXC Call Flow

IPCC Post Route from CallManager Call Flow
■Lecture on IPCC Post Route from CallManager Call Flow

Configure CallManager for IPCC
■Adding an IP Phone
■Adding a User
■Adding Additional IP Phones
■Configure a Route Point

CRS Script Editor
■Lecture and demo on CRS Script Editor

Create a CRS Script
■Create the CollectDigits.aef Script

Configure IPIVR for IPCC
■Initial Setup Configuration
■Provisioning the JTAPI Provider
■JTAPI Call Control Group Configuration
■Verifying the CTI Port Associations
■Cisco Media Termination Dialog Group Configuration
■Uploading Prompts to Repository
■Uploading Scripts to Repository
■Creating an Application
■Configuring the ICM Subsystem

ICM Configuration
■Configure Network VRU
■Configure Network VRU Script
■Configure Peripheral Gateway PG1A
■Configure IPIVR Network Trunk Group and Trunk Group
■Configure a Generic Service for Translation Routes
■Configure Agent Desk Setting
■Configure Peripheral Gateway PG2A
■Configure CM Network... [Read More]

Cisco IPCC Enterprise Advanced Scripting

Course Format: On-site
School/Trainer: Fast Lane Consulting and Education Services, Inc.
Training Center(s)/Venue(s): Austin, Boston, Chicago, Dallas, Houston, Los Angeles, Miami, Philadelphia, San Diego, San Francisco, United States
  V

After completing this course the student should be able to:

Develop a technique for determining the business rules that dictate the delivery of calls within a call center
Convert business rules into a call-flow design based on the requirements
Develop scripts providing IVR treatment, collecting digits, performing database lookups, and facilitating screen pops at the desktop
Recognize how scripting can affect historical reporting
Test the scripting logic to verify that it meets the business requirements
Identify script failure and learn troubleshooting techniques
Course Content
Call-center customers use Cisco IP Contact Center Enterprise / Intelligent Contact Management (IPCC/ICM) to efficiently route call-center contacts to the agent with the most appropriate skill set to assist the customer. Cisco ICM scripting provides the tools needed to translate an organization¿s business rules for customer contacts into call-routing logic.In the Cisco IPCC Enterprise Advanced Scripting course, students convert business requirements into call-flow design and then into scripts that provide the routing information to routing clients. The process includes con... [Read More]

Cisco CTI Programming for Cisco ICM and Cisco IPCC

Course Format: On-site
School/Trainer: Fast Lane Consulting and Education Services, Inc.
Training Center(s)/Venue(s): Austin, Boston, Chicago, Dallas, Houston, Los Angeles, Miami, Philadelphia, San Diego, San Francisco, United States
  V

This course provides computer programmers with the knowledge and experience to create custom screen-pop and softphone applications for use with Cisco? Intelligent Contact Management (ICM) and Cisco IP Contact Center (IPCC) software. Students will learn the Cisco ICM computer telephony integration (CTI) architecture and the various CTI interfaces available to developers. This course is a combination of lecture and programming examples/laboratories that will teach students to construct their own softphone applications. Programming tips and best practices are provided to help students to be successful in rapidly developing their own custom applications.

Course Content
Introduction
General terms
Introduction to Cisco ICM CTI
Cisco ICM overview
How Cisco ICM CTI fits in
System components
Call-flow overview
Scripting effect on Cisco ICM CTI
Typical call and data flow
Data passing within Cisco ICM
Translation routes
Interactive voice response (IVR) (collecting call-related data)
Cisco ICM CTI (call variables, ECC)
Handling of wrap-up data
Historical Data Server (HDS)
What data is kept
When call data is written
Cisco IC... [Read More]

Advanced Services - Cisco IPCC Enterprise Advanced Scripting (Certificate)

Course Format: Classroom
School/Trainer: Fast Lane Consulting and Education Services, Inc.
Training Center(s)/Venue(s): Austin, Boston, Chicago, Dallas, Houston, Los Angeles, Miami, Philadelphia, San Diego, San Francisco, United States
  V

After completing this course the student should be able to:

Develop a technique for determining the business rules that dictate the delivery of calls within a call center
Convert business rules into a call-flow design based on the requirements
Develop scripts providing IVR treatment, collecting digits, performing database lookups, and facilitating screen pops at the desktop
Recognize how scripting can affect historical reporting
Test the scripting logic to verify that it meets the business requirements
Identify script failure and learn troubleshooting techniques
Course Content
Call-center customers use Cisco IP Contact Center Enterprise / Intelligent Contact Management (IPCC/ICM) to efficiently route call-center contacts to the agent with the most appropriate skill set to assist the customer. Cisco ICM scripting provides the tools needed to translate an organization¿s business rules for customer contacts into call-routing logic.

In the Cisco IPCC Enterprise Advanced Scripting course, students convert business requirements into call-flow design and then into scripts that provide the routing information to routing clients. The process inc... [Read More]

Advanced Services - Customizing ICM/IPCC Reports Workshop (Certificate)

Course Format: Classroom
School/Trainer: Fast Lane Consulting and Education Services, Inc.
Training Center(s)/Venue(s): Austin, Boston, Chicago, Dallas, Houston, Los Angeles, Miami, Philadelphia, San Diego, San Francisco, United States
  V

Describe the ICM environment
Understand typical call flows
Relate call flows to data generation
Name primary database tables
Describe primary formulas for ICM call statistics
Use InfoMaker to format and create templates
Add new templates to WebView
Navigate and query the ICM database schema
Assess the need for customization
Describe reporting best practices
Course Content
The Cisco Systems Customizing ICM/IPCC Reports workshop is designed to provide students with a thorough understanding of the ICM reporting environment and the technical aspects of implementing custom reports in WebView. Although the workshop focuses on the IPCC implementation, participants familiar with traditional ICM installations can also benefit from the topics covered. In order to lay the groundwork necessary for the advanced reporting concepts, the course provides a detailed examination of how the components of the ICM work together to generate the reporting data.

Students will participate in hands-on exercises to build knowledge ranging from a basic understanding of the reporting tools to custom report design, construction, and implementation. After completi... [Read More]

Advanced Services - Cisco IPCC Enterprise PPDIOO Workshop (Certificate)

Course Format: Classroom
School/Trainer: Fast Lane Consulting and Education Services, Inc.
Training Center(s)/Venue(s): Austin, Boston, Chicago, Dallas, Houston, Los Angeles, Miami, Philadelphia, San Diego, San Francisco, United States
  V

After completing this course the student should be able to:

Convert business requirements into call flow design and scripts that provide routing information to routing clients, meet reporting needs, and provide call data to agent desktops
Develop IPCC scripts and produce standard reports
Properly document configuration and scripting implementations
Undertake fundamental debugging/fault finding of the IPCC solution
Deploy solution and test for acceptance
Course Content
The Cisco IPCC Enterprise PPDIOO workshop is a five-day course for system engineers, consultants, and partners who deploy Cisco IP Contact Center (IPCC) solutions. The course is designed to emulate IPCC deployments in a classroom environment. Students will use a customer business case and, as part of a workgroup, develop and document an IPCC solution to meet the needs of that business case. Students will develop a solution based on the Cisco Systems PPDIOO project methodology: prepare, plan, design, implement, operate, and optimize. The course provides students with hands-on experience and knowledge of those tasks typically performed during an IPCC deployment. This includes customer... [Read More]

Cisco IPCC Enterprise PPDIOO Workshop (Certificate)

Course Format: Classroom
School/Trainer: Fast Lane Consulting and Education Services, Inc.
Training Center(s)/Venue(s): Austin, Boston, Chicago, Dallas, Houston, Los Angeles, Miami, Philadelphia, San Diego, San Francisco, United States
  V

After completing this course the student should be able to:

Convert business requirements into call flow design and scripts that provide routing information to routing clients, meet reporting needs, and provide call data to agent desktops
Develop IPCC scripts and produce standard reports
Properly document configuration and scripting implementations
Undertake fundamental debugging/fault finding of the IPCC solution
Deploy solution and test for acceptance
Course Content
The Cisco IPCC Enterprise PPDIOO workshop is a five-day course for system engineers, consultants, and partners who deploy Cisco IP Contact Center (IPCC) solutions. The course is designed to emulate IPCC deployments in a classroom environment. Students will use a customer business case and, as part of a workgroup, develop and document an IPCC solution to meet the needs of that business case. Students will develop a solution based on the Cisco Systems PPDIOO project methodology: prepare, plan, design, implement, operate, and optimize. The course provides students with hands-on experience and knowledge of those tasks typically performed during an IPCC deployment. This includes customer... [Read More]

Cisco IPCC Enterprise Advanced Scripting (Certificate)

Course Format: Classroom
School/Trainer: Fast Lane Consulting and Education Services, Inc.
Training Center(s)/Venue(s): Austin, Boston, Chicago, Dallas, Houston, Los Angeles, Miami, Philadelphia, San Diego, San Francisco, United States
  V

After completing this course the student should be able to:

Develop a technique for determining the business rules that dictate the delivery of calls within a call center
Convert business rules into a call-flow design based on the requirements
Develop scripts providing IVR treatment, collecting digits, performing database lookups, and facilitating screen pops at the desktop
Recognize how scripting can affect historical reporting
Test the scripting logic to verify that it meets the business requirements
Identify script failure and learn troubleshooting techniques
Course Content
Call-center customers use Cisco IP Contact Center Enterprise / Intelligent Contact Management (IPCC/ICM) to efficiently route call-center contacts to the agent with the most appropriate skill set to assist the customer. Cisco ICM scripting provides the tools needed to translate an organization¿s business rules for customer contacts into call-routing logic.

In the Cisco IPCC Enterprise Advanced Scripting course, students convert business requirements into call-flow design and then into scripts that provide the routing information to routing clients. The process inc... [Read More]

Customizing ICM/IPCC Reports Workshop (Certificate)

Course Format: Classroom
School/Trainer: Fast Lane Consulting and Education Services, Inc.
Training Center(s)/Venue(s): Austin, Boston, Chicago, Dallas, Houston, Los Angeles, Miami, Philadelphia, San Diego, San Francisco, United States
  V

Course Objectives
Describe the ICM environment
Understand typical call flows
Relate call flows to data generation
Name primary database tables
Describe primary formulas for ICM call statistics
Use InfoMaker to format and create templates
Add new templates to WebView
Navigate and query the ICM database schema
Assess the need for customization
Describe reporting best practices
Course Content
The Cisco Systems Customizing ICM/IPCC Reports workshop is designed to provide students with a thorough understanding of the ICM reporting environment and the technical aspects of implementing custom reports in WebView. Although the workshop focuses on the IPCC implementation, participants familiar with traditional ICM installations can also benefit from the topics covered. In order to lay the groundwork necessary for the advanced reporting concepts, the course provides a detailed examination of how the components of the ICM work together to generate the reporting data.

Students will participate in hands-on exercises to build knowledge ranging from a basic understanding of the reporting tools to custom report design, construction, and implement... [Read More]

Cisco CTI Programming for Cisco ICM and Cisco IPCC (Certificate)

Course Format: Classroom
School/Trainer: Fast Lane Consulting and Education Services, Inc.
Training Center(s)/Venue(s): Austin, Boston, Chicago, Dallas, Houston, Los Angeles, Miami, Philadelphia, San Diego, San Francisco, United States
  V

This course provides computer programmers with the knowledge and experience to create custom screen-pop and softphone applications for use with Cisco? Intelligent Contact Management (ICM) and Cisco IP Contact Center (IPCC) software. Students will learn the Cisco ICM computer telephony integration (CTI) architecture and the various CTI interfaces available to developers. This course is a combination of lecture and programming examples/laboratories that will teach students to construct their own softphone applications. Programming tips and best practices are provided to help students to be successful in rapidly developing their own custom applications.

Course Content
Introduction
General terms
Introduction to Cisco ICM CTI
Cisco ICM overview
How Cisco ICM CTI fits in
System components
Call-flow overview
Scripting effect on Cisco ICM CTI
Typical call and data flow
Data passing within Cisco ICM
Translation routes
Interactive voice response (IVR) (collecting call-related data)
Cisco ICM CTI (call variables, ECC)
Handling of wrap-up data
Historical Data Server (HDS)
What data is kept
When call data is written
Cisco IC... [Read More]

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