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Lesson 1: IPCC Pre Routing Call Flow
- IPCC Pre Routing from IXC Call Flow
Lesson 2: IPCC Post Route from CallManager Call Flow
- IPCC Post Route from CallManager Call Flow
Lesson 3: Configure CallManager for IPCC
- Adding an IP Phone
- Adding a User
- Adding Additional IP Phones
- Configure a Route Point
Lesson 4: CRS Script Editor
- Lecture and demo on CRS Script Editor
Lesson 5: Create a CRS Script
- Create the CollectDigits.aef Script
Lesson 6: 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
Lesson 7: 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 Trunk Group and Trunk Group
- Configure Skill Group for PreSales
- Configure Additional Skill Group for PostSales
- Configure an Agent
- Configure an Additional Agent
- Creating a Supervisor
- Creating an Agent Team
- Configure a Device Target and Label
- Configure Additional Device Target and Label
- Configure a Call Type
- Configure a Dialed Number
- Mapping the Dialed Number to a Call Type
Lesson 8: ICM Component Installation
- Installing Peripheral Gateway PG1A (IPIVR)
- Starting Peripheral Gateway PG1A
- Install the Cisco JTAPI Plug in
- Installing Peripheral Gateway PG2A (CM)
- Installing CTI Gateway CG2A (CTI Server)
- Starting the Processes
Lesson 9: CTIOS and CTIOS Desktop
- Installing CTI Object Server (CTI OS)
- Installing Cisco CTIOS Softphone
- Login to CTIOS Supervisor and Agent Desktop
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