The Cisco IPCC Enterprise PPDIOO workshop is a five-day course for system engineers, consultants and partners who deploy Cisco IP Contact Centre (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.
The course outline is as follows:
- 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