Unified Contact Center Express (UCCXD) Version 2.5
 5 days Instructor-Led

Course Overview

Deploying Unified Contact Center Express (UCCXD) v2.5 training provides the student with hands-on experience and knowledge of tasks required during Unified Contact Center Express deployment. Tasks include planning, installation, configuration, scripting, agent deployment, troubleshooting and application creation.



Who will benefit from this course?

This hands-on course is intended for system administrators, supervisory users, deployment consultants, Cisco Partners, application engineers, system engineers and technical support engineers, who implement, install, configure, troubleshoot and develop scripts and applications for Unified Contact Center Express.


Prerequisites

To fully benefit from this course, students should have the following prerequisite skills and knowledge:

• Voice Essentials: Basic Telephony and IP Telephony
• Cisco Unified Communications Manager deployment and configuration, hands-on experience
• Windows Server 2000, Windows Server 2003
• Cisco Presence Server
• MS Exchange Server 2007
• Basic Knowledge of Contact Center Operations
• Familiarity with Interactive Voice Response (IVR) and Contact Center Concepts
• General network fundamentals


 Course Objectives:

After completing this course, students will be able to:

• Learn about Unified Contact Center Express products to enable a design for customers
• Install and configure Unified CCX servers, Unified CCX clusters, and CRS Script Editor
• Configure the Unified Communications Manager to support Unified CCX Applications
• Develop Unified Contact Center Express applications, scripts and desktop workflows to support contact center operations
• Install and configure Cisco Agent Desktops and Cisco Supervisor Desktops both client-based and Browser Editions (BE)
• Configure and test Contact Service Queues, Teams, Skills, and Resource Groups
• Develop, deploy and troubleshoot a complete contact center application and script
• Configure the Unified CCX Desktop Enterprise to facilitate screen pops, and third-party application integration
• Deploy Outbound Preview Dialing Campaigns
• Deploy Agent E-mail for Cisco Agent Desktops (7.0)
• Deploy Cisco Unified Presence Server (7.0)
• Manage contact center real-time and historical reports
• Troubleshoot real trouble during class labs



Course Outline

Lessons: Day 1

• Course Introduction
• Unified Contact Center Products Overview
• Designing and Ordering / Lab
• Installation and System Configuration / Lab
• CRS Script Editor (scripting)/ Lab
• Basic Script Editor Steps (starting your own script) / Lab

Lessons: Day 2

• Caller and System Inputs (scripting) /Lab
• Database Access (scripting) / Lab
• Logical Operations (scripting) / Lab
• Caller Transfers (scripting) / Lab

Lessons: Day 3

• Configuring Unified Contact Center Express
• Installing, Configuring and Testing Cisco Agent Desktop (CAD) (BE)
• Installing, Configuring and Testing Cisco Supervisor Desktop (CSD)
• Implementing Unified Contact Center Scripting Techniques (scripting)

Lessons: Day 4

• Using Desktop Administration to Customize the Agent Experience / Lab
• Remote Monitoring/Lab
• Outbound Preview Dialer / Lab
• Agent E-mail / Lab
• Cisco Unified Presence Server Integration / Lab

Lessons: Day 5

• Deploying Session Management Techniques/ Lab
• Deploying, Testing Speech Servers for ASR and TTS / Lab
• Using Real Time and Historical Reports / Lab
• Servicing and Troubleshooting
• Designing and Ordering / Lab