CUCCXD: Unified Contact Center Express and Unified IP IVR Deployment

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

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

This course includes the following modules:

Course Content

• 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