Who Should Attend
- Channel Partners/Resellers
- Customers
Cisco Career Certifications
This course is part of the following Certifications: Cisco Unity Design Specialist
Cisco IP Contact Centre Express
Prerequisites
- InteInternetworking fundamentals
- Basic IP telephony fundamentals
- Cisco Unified Communications Manager deployments
- Cisco IP Phones and Cisco IP Communicator
- Contact Cneter Operations
- Microsoft Windows Server 2000, 2003, XP
- MS SQL 2000, MSDE databases
Course Objectives
Upon completing this course, you 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
- Explain approved Cisco Unity deployment models.
- 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
Course Content
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.
- 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
Cisco Unified Contact Center Express and Unified IP IVR Deployment Training Courses
UCCXD |
