UCCXD v2.0 - Deploying Cisco Unified Contact Center Express v2.0

Revision: TE5303_20080405

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Course Length:

5 Days

Course Description:

This 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.

Who Should Attend:

This course is for Channel Partners / Resellers, Customers, and Employees.

Benefits of Attendance:

Upon completion of 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

Prerequisites:

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

Course Outline:

• CRS Product Overview
• CRS Design and Ordering
• Installation & Configuration
• Script Editor
• Creating Scripts and Applications
• Configuring UCCX ACD
• Creating Scripts for Contact Centers
• Using Cisco Desktop Admin (CDA)
• Supervisor Remote Monitoring
• Using ASR and TTS
• Outbound Preview Dialing
• Reporting
• Troubleshooting