Cisco IPCC Express & IP IVR Deployment
Revision: TE1225_20060403
Course Length:
5 Days
Course Description:
Cisco IPCC Express & IP IVR Deployment (CRSD) 4.0 course provides the student with hands-on experience and knowledge of tasks typically performed during Contact Center deployment. This includes the deployment of both IP IVR and IPCC Express as a contact center solution. Tasks include planning, installation, configuration, scripting, troubleshooting and application creation.
Who Should Attend:
This hands-on course is intended for System Administrators, Supervisory Users, Implementation Consultants, Application Engineers, System Engineers and Technical Support Engineers who implement, install, configure, troubleshoot develop applications for the Cisco CRS suite of products.
Benefits of Attendance:
Upon completion of this course, students will be able to:
- Learn about CRS products to enable a design for end users.
- Install and configure a CRS Engine and CRS Editor.
- Configure the CallManager to support CRS Applications.
- Develop IP-IVR and IP ICD applications, workflows.
- Build and troubleshoot a Contact Center application.
- Configure the ICD Desktop Enterprise to facilitate screen pops, and third-party application integration.
- Understand the new features of CRS 4.0.
Prerequisites:
Students should know basic IP telephony concepts, including how calls are processed via H323. They should also have experience with Windows 2000 and database access. In addition students should also have Voice Essentials: Basic Telephony and IP Telephony and have hands on experience with Cisco CallManager deployment and configuration.
Course Outline:
- Course Introduction
- Cisco CRS 4.0 Products Overview
- Design and Configuration
- Installation & System Configuration / Lab
- Installation & System Configuration Troubleshooting
- CRS Script Editor / Lab
- Basic Script Editor Steps / Lab
- Caller Input / Lab
- Database Access / Lab
- Logical Operations / Lab
- Caller Transfer Lab
- Additional Editor Steps / Lab
- Advanced Scripting
- MRCP Speech Server Configuration (ASR,TTS) / Lab
- IPCC Express Overview and Configuration / Lab
- IPCC Express Desktop Administration / Lab
- Supervisor Remote Monitoring
- Real Time and Historical Reports / Lab
- Cisco Security Agent
- Backup and Restoring a CRS Cluster
- Mastery Exercise