Overview
This course provides students with hands-on experience and knowledge of tasks typically performed during contact center deployment. This includes the deployment of Cisco Unified Contact Center Express (CCX) and Cisco Unified IP Interactive Voice Response (IVR) as contact center solutions. Tasks include planning, installation and configuration, scripting, and troubleshooting.
This course is based on UCCX release 8.0
Pre-Requisites
Attendees should meet the following prerequisites:
- Internetworking Fundamentals ICND1 and ICND2 Or CCNABC recommended
- Basic IP telephony concepts ICOMMrecommended
- Cisco Unified Communication Manager deployments CIPT1V8 recommended
- Cisco IP Phones, Cisco IP Communicator
- Contact Center Operations
- Microsoft Windows 2000, 2003, XP
- MS SQL 2000, MSDE Databases
Content
Cisco Unified CCX Product Overview
- Cisco Unified CCX Product Packages
- Cisco Unified CCX Architecture
- Cisco Unified CCX Design and Order Tools
Installing and Configuring Cisco Unified CCX
- Installing Cisco Unified CCX
- Cisco Unified CCX Management
- Call Process and Basic Cisco Unified CCX Configuration
Cisco Unified CCX Scripting
- Cisco Unified CCXScript Editor
- Creating a Basic IVR Script
- Prompting and Collecting Information
- Accessing an External Database
- Loops, Counters, and Decision Making
- Confirming a Caller’s Input
Cisco Unified CCX ACD Operations
- Cisco Unified CCX
- Cisco Unified CCX Scripting Fundamentals
- Cisco Desktop Work Flow Administrator Fundamentals
- Advanced Cisco Unified CCX Scripting Topics
- Cisco Unified CCX Reporting
Cisco Unified CCX Premium Functions
- Remote Monitoring
- Outbound Preview Dialer
- Agent Email
- Automatic Speech Recognition and Text-to-Speech
Cisco Unified CCX Maintenance
- Real-Time Monitoring Tool
- Cisco Unified Analysis Manager
- Disaster Recovery System
Labs
- Lab 1-1: Sizing and Ordering Cisco Unified CCX
- Lab 2-1: Review Cisco Unified CCX Installation
- Lab 2-2: Provisioning Telephony and Media
- Lab 3-1: Installing the Unified CCX Editor
- Lab 3-2: Start your New LocatorScript
- Lab 3-3: Prompt and Collect Information from a Caller
- Lab 3-4: Accessing a Database
- Lab 3-5: Loops, Counters, and Decision Making
- Lab 3-6: ConfirmingCaller Input
- Lab 4-1: Configuring Unified CCX
- Lab 4-2: Unified CCX Scripting
- Lab 4-3: Using the Cisco Desktop Work Flow Administrator
- Lab 4-4: Advanced Unified CCX Scripting Techniques
- Lab 4-5: Unified CCX Reporting
- Lab 5-1: Remote Monitoring
- Lab 5-2: Outbound Preview Dialing
- Lab 5-3: Agent Email
- Lab 5-4: Spoken Names and Automatic Speech Recognition
- Lab 6-1: Using the Cisco Unified Real-Time Monitoring Tool
Objectives
After you complete this course you will be able to:
- Design and plan a Cisco Unified CCX and a Cisco Unified IP IVR implementation
- Install or discuss all Cisco Unified CCX components, servers, and clients
- Configure all Cisco Unified CCX components
- Build workflow applications to exploit Cisco Unified IP IVR features and capabilities
- Build contact center workflows to exploit Cisco Unified Contact Center Express features and capabilities
- Deploy and use Cisco Agent and Supervisor Desktop software
- Deploy the Cisco Desktop Work Flow Administrator and set contact center options
- Use real-time and historical reporting
- Deploy the Outbound Preview Dialer
- Deploy Agent Email
- Deploy automatic speech recognition and text-to-speech applications
- Discuss maintenance activities
Target Audience
The primary audience for this course will be CiscoChannel Partners and Resellers, System Engineers and Customers deploying and maintaining Unified Contact Center Express products. This course is also very popular for people looking to prepare for the CCIE Voice exam as it covers the use of the CRS server for IP IVR and Call Centre type ACD applications.
Certification
Recommended preparation for exam(s):
- 642-165 - UCCX - Unified Communications Contact Center Express Implementation
This exam is required for the Cisco IP Contact Center Express Specialist Certification
