Course Contents

This five-day course provides knowledge and hands-on deployment experience for Unified Contact Center Express and Unified IP IVR. Deployment tasks include planning, installation, configuration, administration, script development, agent and supervisor deployments and troubleshooting.

Course Objectives

After completing this course the student should 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

Prerequisites

• Internetworking fundamentals
• Basic IP telephony fundamentals
• Cisco Uniifed Communications Manager deployments
• Cisco IP Phones and Cisco IP Communicator
• Contact Center Operations
• Microsoft Windows Server 2000, 2003, XP
• MS SQL 2000, MSDE databases

Course Objectives

After completing this course, students 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

Course Outline

• CRS Product Overview
• CRS Design & Ordering
• Installation & Configuration
• Script Editor
• Creating Scripts and Applications
• Configuring UCCX ACD
• Creating Scripts for Contact Centers
• Using Cisco Desktop Admin (CDA)