Advanced Services - Cisco IPCC Enterprise PPDIOO Workshop (PPDIOO)

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

• 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

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

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 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 optimize
• Troubleshooting