IP Communications: Unified Contact Center Express & Unified IP IVR Deployment

Course Overview

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 Unified Contact Center Express (Unified CCX and Unified IP IVR) as contact center solutions. Tasks include planning, installation, and configuration, scripting, 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 Unified IP IVR Implementation.
• Install or discuss CRS components, servers, agent and supervisor desktops and clients.
• Build workflow applications to exploit Unified IP IVR features and Capabilities
• Build contact center workflows to exploit Unified CCX features and capabilities
• Troubleshoot installations and workflows
• Configure all CRS components.

Prerequisites

Delegates are required to meet the following prerequisites:

• Internetworking Fundamentals
• Basic IP Telephony Concepts
• Cisco CallManager Deployment
• Cisco IP Phones, Softphones
• Contact Center Operations
• Microsoft Windows 2000MS SQL 2000. MSDE Databases

Eaminatione

Recommended as preparation for exam(s):

• 642-162 IPCCX

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

Course Outline

CRS Products Overview

• CRS Product Family
• CRS Engine
• CRS Products
• Unified IP Interactive Voice Response ( IP IVR)
• Unified Contact Center (IPCC) Express
• ACD Functionality
• CTI Functionality - Standard
• Unified IP Queue Manager
• CRS Architecture and Base Components
• CRS Clusters
• CRS Software Components
• Expansion and Standby Servers
• High Availability
• Data Stores
• License Options and Scalability
• CRS Simple Call Flow
• Deployment Options
• Global Language Support

Design and Ordering

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

Installation & Configuration.

• Classroom Networks
• CRS Operating Systems
• CRS Installation Media
• Licensing
• Installing CRS Software
• Initial CRS Setup - Cluster
• Initial CRS Setup - Servers
• CRS Provisioning
• Configuring a CRS Script Application
• CRS Control Center
• Upgrading Cisco CRS
• Repairing Cisco CRS
• Changing CRS Deployments
• CRS Installer Messages
• CRS Installer 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

Database Access

• Database Overview
• CRS Database Setup
• DB Read
• DB Get
• DB Write
• DB 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)
• Provisioning ASR/TTS for CRS
• 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

Configuring Unified CCX

• Unified CCX Product Overview
• License Options Matrix
• What's new in Unified CCX 4.0
• Provisioning Unified CCX
• Wrapup Time
• Cisco Desktop Product Suite
• Cisco Agent Desktop
• Cisco Supervisor Desktop
• IP Phone Agent
• Unified CCX 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

CRS Release 4.5 Overview

• Highlights
• Architecture
• Enhancements
• Deployment Support

CRS Release 4.5 Installation

• New Installation Features
• Installation Process
• Java Plug-in Installation
• BARS Installation
• CRS Cluster Set-up
• CRS Server Set-up
• BARS Overview

CRS Release 4.5 Administration

• Administration Overview
• Provisioning Telephony and Media
• Provisioning Unified Contact Center Express
• File Management

CRS Release 4.5 Contact Center

• Agent Phones,SIP and SCCP
• Inactive Agents
• Embedded Browser

Follow On Courses

• ICMPT - Cisco ICM/NAM Product Training
• ICMSA - Cisco ICM/NAM System Administration
• IPCCE - Cisco IP Contact Centre Enterprise