Global Knowledge-Cisco - (Page 40) UCCXD – Cisco Contact Center Express/Unified IP IVR Deployment Course 5596 Cisco Course v2.0 | Prepares you for Cisco Exam 642-162 IPCCX. Course Description In this hands-on Authorized Cisco course, you will gain the knowledge and skills needed to deploy the Cisco IP Contact Center Express product, including deployment of IP IVR and IP ICD as a contact center solution. Tasks include planning, installation, configuration, troubleshooting, and application creation. Hands-On Labs Lab 1: Topology Deployment Configure Cisco Unified Communications Manager (CUCM) to interface with the CRS server. Lab 2: CRSD Server Deployment Configure CRS server to interface with CUCM. Lab 3: Creating a Basic Script Create a basic script using the Application Editor. Upload that script to the server and use debug tools to analyze its operation. Lab 4: Caller Input and Database Access Use the script developed in Lab 3, and add steps that will prompt the caller for information for a database lookup. Lab 5: Logical Operators Use logical operators such as “if/then” statements to create decision trees within the application. Lab 6: Transfer and Time Operations Define script logic that will allow the script to provide different responses to the caller depending on the time of day and day of the week. Also, transfer a caller based upon criteria set in the script. Lab 7: Holidays Add logic to the script to identify a holiday. Implement different methods of identifying holidays including SQL database calls and XML file access. Lab 8: Record Your Own Prompts Create a basic script that allows an administrator to record prompts to be used with other scripts. Lab 9: Provisioning IPCC Express Set up the CRS server to function as the IPCC Express contact center to route calls to the appropriate agent. Lab 10: Supervisor and Agent Desktops Install the Supervisor and Agent Desktops on the PC, and install the Phone Agent as a service on the Cisco IP Phone. Lab 11: ICD Solutions Using a variety of tools, implement multi-agent ICD solutions, including use of skills-based routing. Lab 12: Desktop Administration Install the Desktop Administration utility to modify the Agent Desktop experience. Create a new workflow group for managing Agent Desktop appearance. Create new task buttons on the Agent Desktop to access applications and create shortcuts for high use activities. Implement call threshold statistics and reason codes. Lab 13: E-mail and Enterprise Data Explore the use of enterprise data and the arrangement of that data on the Agent Desktop. Investigate e-mail message creation from the script. Lab 14: Remote Monitoring and Real-Time Reporting Set up a remote monitoring agent, allowing a supervisor to call in from any phone and monitor an agent or a queue. Explore real-time reporting. Lab 15: Historical Reporting Install and configure the Historical Reporting client. This client allows ad hoc and timed delivery of the 27 different reports available in the software. Lab 16: Configuring and Processing Outbound Calls Configure the outbound calling subsystem for a preview campaign to be used by agents for outbound calling. Load and manipulate contacts for a campaign. Lab 17: ASR and TTS Modify a script to implement automatic speech recognition (ASR). Implement both implicit and explicit confirmation techniques. Create a script to use text-to-speech (TTS). Why Take UCCXD from Global Knowledge? We offer a unique, real-world Contact Center Express lab environment that provides a hands-on approach not found anywhere else in the industry. Each student pod has its own Cisco Unified Communications Manager (CUCM) and UCCX server, giving you greater control over your lab environment. This unique server solution, coupled with the world-class PSTN simulation found in all our voice classes, allows students in each pod to work in their own environment that emulates a typical company installation. Each pod has three IP phones, providing greater testing flexibility during the structure labs and allowing you to experiment, implementing your own ideas and solutions outside regular lab time. No other training company offers a unique, real-world lab solution like ours. This class is a prerequisite for the advanced scripting course UCCXA (p. 41). What You’ll Learn in Class • Design and plan a contact center implementation of CRS to include IP IVR and IP ICD • Install all components of CRS to include the operating systems, CRS applications, and client tools such as the Cisco Application Editor • Conduct the proper configuration of all CRS components • Build workflow applications to answer incoming calls, access databases, respond to spoken instructions, generate e-mail contacts, harness VXML capabilities, and speak text information • Develop contact center applications to distribute calls based on caller input, agent skills, or call priorities • Troubleshoot the CRS installation and workflows • Configure a basic “Preview Outbound” dialing campaign for outbound calling Prerequisites Working knowledge of internetworking fundamentals and basic IP telephony concepts, including how calls are processed via H.323; Cisco CallManager or CUCM deployment experience; an understanding of Microsoft Windows 2000; and SQ database experience. Familiarity with or basic knowledge of the following is beneficial: Cisco IP Phones and IP Softphones, IVR and ICD elements, XML and VXML, contact center operations, and VoIP and gateway installations. • CVOICE (p. 27) • ICND2 (p. 7) • CIPT1 (p. 30) • Microsoft Windows 2000 Client Administration (see our web site) Classroom Learning 5 days $3,295 33 CLCs B Buy 1 course, get 1 half off. Buy 2 courses, get 3rd free. www.globalknowledge.com/bogo On-Site Learning Call for info. 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