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Deploying Cisco Unified Contact Center Express v2.0

The Deploying Unified Contact Center Express (UCCXD) 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 Interactive Voice Response (IVR) as contact center solutions. The tasks include planning, installation, configuration, troubleshooting and creating Cisco scripts.

Objectives

Upon finishing this course, you will be able to:
Design and plan a Unified Contact Center Express and a Unified IP IVR implementation

  • Install or discuss all CRS components, servers and clients
  • Configure all CRS components
  • Build workflow applications to exploit Unified IP IVR features and capabilities
  • Build contact center workflows to exploit Unified Contact Center Express features and capabilities
  • Deploy and use Agent and Supervisor Desktop software
  • Deploy Outbound Preview Dialer for Unified CCX v5.0
  • Troubleshoot installations and workflows

Importance

The course is of utmost importance for application engineers responsible for deploying Unified Contact Center Express and Unified IP IVR solution.

Audience

Cisco AVVID Channel Partners and Resellers

  • System Engineers
  • Customers deploying and maintaining Unified Contact Center Express products.

    • Prerequisite Knowledge

    Internetworking Fundamentals

  • Basic IP telephony concepts
  • Cisco Unified Communication Manager deployments
  • Cisco IP Phones, Cisco IP Communicator
  • Contact Center Operations
  • Microsoft Windows 2000, 2003, XP
  • MS SQL 2000, MSDE Databases

    • Course Outline

    CRS Product Overview

  • Designing and Ordering
  • Installation and Configuration
  • CRS Script Editor
  • Basic Script Editor Steps
  • Caller and System Inputs
  • Database Access
  • Logical Operations
  • Caller Transfers
  • Configuring Unified CCX
  • Desktop Product Suite
  • Unified CCX Script Techniques
  • Desktop Administration
  • Remote Monitoring
  • Outbound Preview Dialer
  • Session Management
  • MRCP Speech Technologies
  • Reports
  • Servicing and Troubleshooting

    The Deploying Cisco Unified Contact Center Express course is offered as 5-day course with hands-on exercises.

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    Associated Products

    UCCXD

    Classroom Training

     

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