UCCXD - Deploying Cisco Unified Contact Center Express

Summary

This course provides the student with knowledge and hands-on deployment experience for Unified Contact Centre Express and Unified IP IVR. Deployment tasks include planning, installation, configuration, administration, script development, agent and supervisor deployments, and troubleshooting. It is strongly recommended  that students have CIPT1. It is also suggested that students have CCNA Voice. Students need a firm understanding of internetworking fundamentals, basic IP Telephony concepts, Cisco Unified Communications Manager Deployment, Cisco IP Phones and Cisco IP Communicator, Contact Centre Operations, Microsoft Windows 2000, and MS SQL 2000 and MSDE databases.
 
 
Prerequisites
 
Suggested:

•  ((CIPT1))
•  CCNA Boot Camp Version 2.0
•  Internetworking Fundamentals
•  Basic IP Telephony Concepts
•  Cisco CallManager Deployment
•  Cisco IP Phones, Softphones
•  Contact Center Operations
•  Microsoft Windows 2000
•  MS SQL 2000, MSDE Databases
 
 
Audience

Customers, Channel Partners / Resellers, and Employees.
Those pursuing CCIE Voice.
 
 
Skills taught

After completing this course the student should be able to:

• Design and plan an IP Contact Center and an Unified IP IVR implementation
• Install or discuss CRS components, servers, agent and supervisor desktops and clients
• Configure all CRS components
• 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
 
 
Course outline
 
•  CRS 5.0 Products Overview
•  CRS Design and Ordering
•  CRS Installation and Configuration
•  CRS Script Editor
•  Basic Script Editor Steps
•  Caller Input
•  Database Access
•  Logical Operations
•  Caller Transfer
•  Additional Editor Steps
•  MRCP Speech Technologies
•  VXML and Example Scripts
•  Configuring Unified CCX
•  Desktop Administration
•  Remote Monitoring
•  CRS Reports
•  Backup and Restore Process
•  Servicing and Troubleshooting