Course Length:

5 Days

Course Description:

This course, Deploying Cisco Unified Contact Center Express (UCCXD) v4.0, 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 (CCX) v8.0 and Cisco Unified IP Interactive Voice Response (IVR) as contact center solutions. Tasks include planning, installation and configuration, scripting, and troubleshooting.

Who Should Attend:

This course is for Cisco Unified Communications system channel partners and resellers, system engineers, and customers deploying and maintaining Cisco Unified Contact Center Express products.

Benefits of Attendance:

Upon completion of this course, students will be able to:

• Design and plan a Cisco Unified CCX v8.0 and a Cisco Unified IP IVR implementation
• Install or discuss all Cisco Unified CCX v8.0 components, servers, and clients
• Configure all Cisco Unified CCX v8.0 components
• Build work flow applications to exploit Cisco Unified IP IVR features and capabilities
• Build contact center work flows to exploit Cisco Unified Contact Center Express v8.0 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 Recognition and text-to-speech applications
• Discuss maintenance activities

Prerequisites:

Students should have experience with internetworking fundamentals, basic IP telephony concepts, Cisco Unified Communications Manager, Cisco IP Phones and Cisco IP Communicator, Contact Center Operations, Microsoft Windows Server 2000, 2003, XP, and MS SQL Server.

Course Outline:

• Module 1: Cisco Unified Contact Center Express v8.0 Product Overview
  1. Cisco Unified Contact Center Express v8.0 Product Packages
  2. Cisco Unified Contact Center Express v8.0 Architecture
  3. Cisco Unified Contact Center Express v8.0 Design and Order Tools
• Module 2: Installing and Configuring Cisco Unified Contact Center Express v8.0
  1. Installing Cisco Unified Contact Center Express v8.0
  2. Cisco Unified Contact Center Express v8.0 Management
  3. Call Process and Basic Cisco Unified Contact Center Express v8.0 Configuration
• Module 3: Cisco Unified Contact Center Express v8.0 Scripting
  1. Cisco Unified Contact Center Express v8.0 Script Editor
  2. Creating a Basic IVR Script
  3. Prompting and Collecting Information
  4. Accessing an External Database
  5. Loops, Counters, and Decision Making
  6. Confirming Caller Input
• Module 4: Cisco Unified Contact Center Express v8.0 ACD Operations
  1. Cisco Unified Contact Center Express v8.0
  2. Cisco Unified Contact Center Express v8.0 Scripting Fundamentals
  3. Cisco Desktop Work Flow Administrator Fundamentals
  4. Advanced Cisco Unified Contact Center Express v8.0 Scripting Topics
  5. Cisco Unified Contact Center Express v8.0 Reporting
• Module 5: Cisco Unified Contact Center Express v8.0 Premium Functions
  1. Remote Monitoring
  2. Outbound Preview Dialer
  3. Agent Email
  4. Automatic Speech Recognition and Text-to-Speech
• Module 6: Cisco Unified Contact Center Express v8.0 Maintenance Tools
  1. Real-Time Monitoring Tool
  2. Cisco Unified Analysis Manager
  3. Disaster Recovery System
• Lab Outline
  1. Overview
  2. Lab Topology
  3. Hardware and Software Requirements
  4. Admin Server Installation and Configuration
  5. Cisco Unified Communications Manager Server Installation and Configuration
  6. ASR/TTS Server Setup
  7. Cisco Unified Contact Center Express v8.0 Server Installation and Configuration
  8. Student Pod Configuration
  9. Teardown and Restoration