IP Communications: IPCC Express & IP IVR Deployment

This five-day instructor-led course provides delegates with hands-on experience and knowledge of tasks typically performed during Contact Centre deployment. This includes the deployment of IP IVR and IP ICD as a contact centre solution. Tasks include planning, installation, configuration, troubleshooting and application creation.

Audience

This course is intended for systems engineers, Supervisory Users, Implementation Consultants, Application Engineers, System Engineers and Technical Support Engineers who implement, install, configure, troubleshoot and develop applications for the Cisco Customer Response Solutions (CRS) suite of products.

Skills Gained

• Design and plan an IP Contact Centre and IP IVR Implementation
• Install and configure a CRS Engine and CRS Editor
• Configure the CallManager to support CRS ApplicationsDevelop IP-IVR ad IP-ICD applications, workflows.
• Build and troubleshoot a Contact Center Application
• Configure the ICD Desktop Enterprise to facilitate screen pops and third-party application integration.Understand the new features of CRS 4.0

Prerequisistes

Delegates are required to meet the following prerequisites:

• Internetworking fundamentals.
• Basic IP telephony concepts, including how calls are processed via H323.
• Voice Essentials: Basic Telephony and IP Telephony.
• Cisco Call Manager deployment and configuration, hands-on experience.
• Microsoft Windows 2000.
• Database access experience.

Examinations

Recommended as preparation for exam(s):

• 642-161 IPCCX

This exam is required for the Cisco IP Contact Center Express Specialist Certification

Course Outline

CRS Products Overview

• CRS Product Family
• IP Interactive Voice Response ( IP IVR)
• IP Contact Center (IPCC) Express
• ACD Functionality
• CTI Functionality
• IP Queue Manager
• CRS Architecture and Base Components
• About CRS Clusters
• CRS Software Components
• Expansion and Standby Servers
• High Availability
• Datastores
• License Options and Scalability
• CRS Simple Call Flow

CRS Design and Ordering

• Terminology
• Licensing and Using Licenses
• Customer Contact Technology Questionnaire
• Sizing and Ordering
• Network Considerations

CRS Installation & Configuration.

• Classroom Networks
• CRS Operating Systems
• CRS Installation Media
• Licensing
• Installing CRS Software
• CRS Provisioning
• Configure a CRS Script Application
• CRS Control Center
• Upgrading & Repairing a Cisco CRS
• Changing CRS Deployments
• CRS Installer Messages and Log Files

CRS Script Editor

• Editor Enhancements
• CRS Script Editor Overview
• Expression Editor
• Script Management
• Debugging Scripts
• Alarms and Traces

Basic Script Editor Steps

• Starting a New Script
• Start/End Steps
• Accept/Terminate
• Annotate
• Play Prompt
• Extended Play Prompt
• Get Call Contact Info
• Delay

Caller Input

• Label
• Goto
• Get Digit String
• Extended Get Digit String
• Menu
• Set
• Expression Editor
• Name To User

Database Access

• Database Overview
• CRS Database Setup
• Database Read
• Database Get
• Database Write
• Database Release

Logical Operations

• Increment
• Decrement
• If
• Switch
• Call Subflow
• Create Generated Prompt
• Create Conditional Prompt
• Create Container Prompt

Caller Transfer

• Day of Week
• Time of Delay
• Preparing for a Transfer
• On Exception Goto
• Set Contact Info
• Get Contact Info
• Call Redirect

Additional Editor Steps

• Recording
• Write Document
• Place Call
• Session Management
• Email Contacts

MRCP Speech Technologies

• MRCP AST/TTS
• Automatic Speech Recognition (ASR)
• Text-to-Speech (TTS)
• Grammars
• Nuance Grammars
• ScanSoft Grammars
• Create Menu Grammar
• Upload Grammar
• Simple Recognition
• Implicit Confirmation
• Explicit Confirmation
• Create TTS Prompts

VXML and Example Scripts

• VXML Browser Script
• About VXML
• Example Scripts

VXML and Example Scripts

• VXML Browser Script
• About VXML
• Example Scripts

Configuring IPCC Express

• IPCC Express Product Overview
• License Options Matrix
• What's new in IPCC Express 4.0
• Provisioning IPCC Express
• Wrapup Time
• Cisco Desktop Product Suite
• Cisco Agent Desktop
• Cisco Supervisor Desktop
• IP Phone Agent
• IPCC Express Scripts
• Select Resource
• Connect
• Set Enterprise Call Info
• Set Priority
• Call Hold/Unhold
• Get Reporting Statistic
• Dequeue

Desktop Administration

• Cisco Desktop Administrator
• CAD Configuration
• Enterprise Data Configuration
• Desktop Configuration
• Work flows
• Enterprise data
• Personnel Configuration

Remote Monitoring

• About Remote Monitoring
• Remote Monitoring Configuration

CRS Reports

• Real Time Reports
• What's New for Historical Reports
• Historical Reports

Cisco Security Agent

• CSA Product Highlights
• CSA Components
• Policy Deployment
• Systems Supported
• CSA Installation

Backup and Restore Process

• Backup and Restore
• Backup CRS Cluster
• Restore CRS Cluster
• Recovering a Single CRS Node

Servicing and Troubleshooting

• Serviceability
• Serviceability Utility
• CRS Administration
• Trace
• Troubleshooting

Follow On Courses

The following courses are recommended for futher study:

• ICMPT - Cisco ICM/NAM Product Training
• ICMSA - Cisco ICM/NAM System Administration
• IPCCF - Cisco IPCC Contact Centre

IP Communications: IPCC Express & IP IVR Deployment / CRSD