Advanced Services - Cisco IPCC Enterprise PPDIOO Workshop (PPDIOO)

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Course Description Schedule

PLEASE NOTE: Delegates need to bring a laptop and ethernet cable with them when attending Cisco Advanced Services classes.

 
Click on the location to go directly to the booking pageSchedule
Date on request
Location on request
United Kingdom

Currently there are no local training dates scheduled. For enquiries please write to enquiries@flane.co.uk.


 

Who should attend

  • Implementation and systems engineers
  • Project managers
  • System architects
  • Project engineers
  • Cisco Technical Assistance Center (TAC) engineers

Prerequisites

  • IPCC/Advanced Technology Provider (ATP) certification (or in process)
  • Cisco ICM/IPCC product training: ICMPT (ICM Product training), IPCCF (IPCC Product Training), ICMSA (ICM System Administration)
  • Project management experience
  • IPCC experience and familiarity with traditional time-division multiplexing (TDM)¿based automatic call distributor (ACD) solutions

Course Objectives

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 optimise. The course provides students with hands-on experience and knowledge of those tasks typically performed during an IPCC deployment. This includes customer needs analysis, deployment planning, configuration and staging, scripting, customer acceptance, and troubleshooting.

  • Introduction
  • IPCC technical review (as required)
  • IPCC engagement process and PPDIOO methodology
  • Case study
  • Prepare and plan: customer requirements (discovery and CRD (Customer Requirement Document)
  • Design and implement
  • Operate and optimise
  • Troubleshooting

Duration: 5 days

Price (excl. VAT):
  • US$ 3,750.-
Cisco Learning Credits:

Please contact your Account Manager for CLC value.