Cisco Unified Communications


Cisco ICM Multichannel Options

Duration: 5 Days

Who Should Attend

  • System Engineers
  • Channel Partners/Resellers
  • Customers
An individual course planning is possible for this kind of course. If you would like to know more about this course please either call us on +43 (0)1 70795380 or send an email to

ICM Product Training Course (Recommend 3-6 months experience working with the Cisco ICM system). Strong working knowledge of MS Windows-NT Server and strong working knowledge of TCP/IP networking is essential.

Course Objectives
  • Discuss the operation of the ICM 5 Web Collaboration and Email Manager options
  • Use the Cisco Wizard tools to integrate each of these options with the ICM system
  • Implement and configure the ICM outbound option
  • Perform a number of configuration exercises to demonstrate the operation of the Collaboration Option, Email Manager option, Universal Queue and outbound option
Course Content

This 5-day course is intended for personnel within a multi channel call centre environment who will have day-to-day interaction with the ICM products from Cisco. The course covers the ICM E-Mail Manager Option and the ICM Web Collaboration Option. The course will cover the features of both options as well as the integration with ICM.

  • ICM Web Collaboration Option essentials
  • ICM E-Mail Manager essentials
  • ICM Integration essentials
  • ICM Web Collaboration Option
  • Architectural Overview
  • Types of Collaboration
  • System Administration
  • Collaboration Process
  • Agent Details
  • Installation
  • Server Administration
  • Customizing Content
  • Script Builder
  • Agent/Caller Configuration
  • ICM E-Mail Manager Option – Components and Architecture
  • Installation
  • Account Creation
  • System Rules
  • Templates
  • Advanced System Rules
  • Automated Service Levels
  • User configuration
  • Reports
  • ICM Integration – Integration Essentials
  • Integration Wizard
  • Media Routing Domains
  • Agent Role Configuration
  • Agent Administration
  • Seamless Request Transfer
  • Media Blender Connectivity
  • Callback Function
Further information

If you would like to know more about this course please contact us