IT TRAINING

Cisco UCCXD – Unified Contact Center Express & Unified IP IVR Deployment v5.0

This course provides students with hands-on experience and knowledge of tasks typically performed during contact center deployment. This includes the deployment of Cisco Unified Contact Center Express (CCX) and Cisco Unified IP Interactive Voice Response (IVR) as contact center solutions. Tasks include planning, installation and configuration, scripting, and troubleshooting.

This course is based on UCCX release 8.0.

Who needs to attend

Who needs to attend?
The primary audience for this course will be CiscoChannel Partners and Resellers, System Engineers and Customers deploying and maintaining Unified Contact Center Express products. This course is also very popular for people looking to prepare for the CCIE Voice exam as it covers the use of the CRS server for IP IVR and Call Centre type ACD applications.

what you will learn

What you will learn
After you complete this course you will be able to:

  • Design and plan a Cisco Unified CCX and a Cisco Unified lP IVR implementation
  • Install or discuss all Cisco Unified CCX components, servers, and clients
  • Configure al! Cisco Unified CCX components
  • Build workflow applications to exploit Cisco Unified IP IVR features and capabilities
  • Build contact center workflows to exploit Cisco Unified Contact Center Express features and capabilities
  • Deploy and use Cisco Agent and Supervisor Desktop software
  • Deploy the Cisco Desktop Work Flow Administrator and set contact center options
  • Use real-time and historical reporting
  • Deploy the Outbound Preview Dialer
  • Deploy Agent Email
  • Deploy automatic speech recognil!on and text-to-speech applications
  • Discuss maintenance activities
Prerequisites

Prerequisite
Students need to have:

  • Nternetworking Fundamentals (ICND1 and ICND2 Or CCNABC) recommended.
  • Basic IP telephony concepts (ICOMM) recommended.
  • Cisco Unified Communication Manager deployments (CIPT1V8) recommended.
  • Cisco IP Phones, Cisco IP Communicator
  • Contact Center Operations
  • Microsoft Windows 2000, 2003, XP
  • MS SOL 2000, MSDE Databases
Course outline

Course Outline

1. Cisco Unified CCX
Relationship between the Unified CCX platform and the three products it supports
Three Cisco products supported by the Unified CCX engine platform
Unified CCX hardware and software components to include all server types, standby deployments, and scalability
New and improved functions of the three Unified CCX products to include Unified CCX v9.0
2. Designing and Ordering
Properly size the Unified CCX products by using calculators provided by Cisco
Properly order Unified CCX products using the Unified CCX configuration and ordering tool
Network considerations surrounding a Unified CCX deployment
Using the Solution Reference Network Design for Cisco Unified CCX and Cisco Unified IP IVR and other documents to support a Unified CCX design and deployment
3. Installation and Configuration
Installing Unified CCX software on all servers in a cluster
Activating and configuring all components in a CCX cluster
Configuring and testing a simple CCX Script Application
Troubleshooting installations using log files
4. Unified CCX Editor
Navigate the Unified CCX Editor functionality
Creating, deleting, and editing variables
Saving and uploading valid scripts to the repository
Performing the debug process to test a script
Troubleshooting an application and script using trace files
5. Basic Unified CCX Editor Steps
Creating a simple script workflow to answer a call
Adding comments to identify and explain the script and subsequent groups of steps
Playing voice prompts to share information or instructions with callers
Terminating and ending a call
Validate, save as, upload, refresh, and debug a script
6. Caller and System Inputs
Collecting information from a caller by presenting a list of choices using the menu step
Collecting digits from a caller by using the Get Digit String step
Getting information from the system to alter the logic of the call flow
Validate, save as, upload, refresh, and debug the script
7. Database Access
Connecting to a database
Reading and getting information from the database by creating a SQL query within a script step
Referencing database locations
Writing information to a SQL database
Closing the database connection and terminating database resources
8. Logical Operations
Applying Boolean logic in scripts
Creating and modifying counters
Creating and managing timing loops
Redirecting script logic based on the evaluation of “If” statements
Using call subflows as reusable scripts
Creating specialized prompts
9. Caller Transfers
Creating day-of-week (e.g., weekend) and time-of-day (e.g., out of hours) ranges for different handling
Transferring calls to various extensions as a function of day and time
Getting information associated with a call
Designating calls as completed for reporting
Determining if the caller has hung up
Determining if today is a holiday
10. Configuring Unified CCX
Cisco Unified CCX product, features, and capabilities
Configuring Unified CCX on the CUCM and CCX server
11. Desktop Product Suite
Installing Unified CCX Plug-ins to include the Cisco Agent Desktop and Cisco Supervisor Desktop
Testing the Cisco Agent Desktop and Cisco Supervisor Desktop configurations
Configuring the IP Phone Agent
12. Unified CCX Script Techniques
Defining and using Unified CCX Editor Unified CCX steps
Testing a sample application using the Unified CCX steps in the Unified CCX Editor
13. Desktop Administrator
Configuring the Unified CCX enterprise data using the Cisco Desktop Administrator
Configuring work flows, personnel, teams
Building macro-activated tasks for the agent desktop
Creating screen pops and macros
Launching third-party applications
Creating wrap-up codes
14. Remote Monitoring
Features and functions of Unified CCX Remote Monitoring
Configuring a Unified CCX Remote Monitoring application
Testing a Unified CCX Remote Monitoring application
15. Outbound Dialer and Agent Chat
Configuring Outbound Dialer
Enabling agents for Outbound Dialer
Creating outbound campaigns
Build a web page for Agent Chat
16. Session Management
Using Session Management to retrieve information from a previous call
17. Media Resource Control Protocol (MRCP) Speech Technologies
Installing and configuring Nuance ASR and TTS servers
Provisioning and configuring Unified CCX ASR and TTS subsystems to interact with ASR and TTS servers
Managing grammar on the Unified CCX systems
Designing and creating Unified CCX scripts to use ASR and TTS dialogs using ASR and TTS CCX Editor steps
18. Reporting
Accessing and analyzing real-time reports
Installing the historical reporting client on a supervisor’s PC
Accessing and analyzing historical reports
19. Servicing and Troubleshooting
Traces and logs

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Certification Programs
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