Cisco Training - HD TelePresence // S-UCCXD

Deploying Unified Contact Center Express

Hands-On Course for Deploying Cisco Unified Contact Center Express

Course Description

This course, Deploying Cisco Unified Contact Center Express (UCCXD) v3.0, provides the student with hands-on experience and knowledge of tasks typically performed during contact center deployment. This includes the deployment of Cisco Unified Contact Center Express and Cisco Unified IP Interactive Voice Response (IVR) (Cisco Unified CCX and Cisco Unified IP IVR) as contact center solutions. Tasks include planning, installation, configuration, scripting, and troubleshooting. This course addresses two products that run on the Unified Contact Center Express Engine. The two products are Unified IP IVR (version 7.X) and Unified Contact Center Express (version 7.X). Unified IP IVR provides the capability to prompt and collect information from the caller to properly select the most suitable agent to service the call. By itself, IP IVR may provide a robust self-service product for those applications not requiring agent participation. Unified Contact Center Express provides the ability to prompt and collect information from the caller and direct the call to a qualified ACD-type agent. Features include queuing, reporting, CTI integration, agent and supervisor desktops as well as many other ACD functions. You will learn to deploy these features as well as to customize the agent desktop using Cisco Desktop Administrator.

Audience

This hands-on course is intended for system administrators, supervisory users, deployment consultants, Cisco Partners, application engineers, system engineers and technical support engineers, who implement, install, configure, troubleshoot and develop scripts and applications for Unified Contact Center Express.

Prerequisites

Before taking this course, students should have working knowledge of internetworking fundamentals, basic IP telephony concepts, Cisco Unified Communications Manager, Cisco IP phones, Cisco IP Communicator, Contact Center operations, Microsoft Windows 2000, 2003, XP and MS SQL 2000, MSDE databases​

What You Will Learn

After completing this course the student should be able to:
  • Learn about Unified Contact Center Express products to enable a design for customers
  • Install and configure Unified CCX servers, Unified CCX clusters, and CRS Script Editor
  • Configure the Unified Communications Manager to support Unified CCX Applications
  • Develop Unified Contact Center Express applications, scripts and desktop workflows to support contact center operations
  • Install and configure Cisco Agent Desktops and Cisco Supervisor Desktops both client-based and
  • Browser Editions (BE)
  • Configure and test Contact Service Queues, Teams, Skills, and Resource Groups
  • Develop, deploy and troubleshoot a complete contact center application and script
  • Configure the Unified CCX Desktop Enterprise to facilitate screen pops, and third-party application integration
  • Deploy Outbound Preview Dialing Campaigns
  • Deploy Agent E-mail for Cisco Agent Desktops (7.0)
  • Deploy Cisco Unified Presence Server (7.0)
  • Manage contact center real-time and historical reports
  • Troubleshoot real trouble during class labs​

Course Outline

Day 1

  • Course Introduction
  • Unified Contact Center Products Overview
  • Designing and Ordering / Lab
  • Installation and System Configuration / Lab
  • CRS Script Editor (scripting)/ Lab
  • Basic Script Editor Steps (starting your own script) / Lab

Day 2

  • Caller and System Inputs (scripting) / Lab
  • Database Access (scripting) / Lab
  • Logical Operations (scripting) / Lab
  • Caller Transfers (scripting) / Lab

Day 3

  • Configuring Unified Contact Center Express
  • Installing, Configuring and Testing Cisco
  • Agent Desktop (CAD) (BE)
  • Installing, Configuring and Testing Cisco Supervisor Desktop (CSD)
  • Implementing Unified Contact Center Scripting Techniques (scripting)

Day 4

  • Using Desktop Administration to Customize the Agent Experience / Lab
  • Remote Monitoring/Lab
  • Outbound Preview Dialer / Lab
  • Agent E-mail / Lab
  • Cisco Unified Presence Server Integration / Lab

Day 5

  • Deploying Session Management
  • Techniques/ Lab
  • Deploying, Testing Speech Servers for ASR and TTS / Lab
  • Using Real Time and Historical Reports / Lab
  • Servicing and Troubleshooting
  • Designing and Ordering / Lab