Hands On

Hands On Training

This course includes practical application of the subjects covered.

Official

Official Curriculum

This course is part of the Course Vendor's official Course Curriculum.

Course Code CUCCXD
Duration 5 Days
Price Available on request
Booking Request Info

Course Description

This course provides the student with hands-on experience and knowledge of tasks typically performed during Contact Center deployment. This includes the deployment of Unified Contact Center Express (Unified CCX and Unified IP IVR as contact center solutions. Tasks include planning, installation, configuration tasks, troubleshooting and creating Cisco scripts, the deployment of both IP IVR and IPCC Express as a contact center solution. Tasks include planning, installation, configuration, scripting, troubleshooting and application creation.

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

Who Should Attend

Channel Partner/Reseller, Customer, Employee

Course Modules

Course Content (13 topics)

  • CRS Product Overview
  • CRS Design and Ordering
  • Installation & Configuration
  • Script Editor
  • Creating Scripts and Applications
  • Configuring UCCX ACD
  • Creating Scripts for Contact Centers
  • Using Cisco Desktop Admin (CDA)
  • Supervisor Remote Monitoring
  • Using ASR and TTS
  • Outbound Preview Dialing
  • Reporting
  • Troubleshooting

Prerequisites

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

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