UCCXD - Deploying Cisco Unified Contact Centre Express

Channel Partner / Reseller, Customer, Employee

* Internetworking fundamentals

* Basic IP telephony fundamentals

* Cisco Unified Communications Manager deployments

* Cisco IP Phones and Cisco IP Communicator

* Contact Centre 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 Centre 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 centre workflows to exploit Unified Contact Centre Express features and capabilities

* Deploy and use Agent and Supervisor Desktop software

* Deploy Outbound Preview Dialler for Unified CCX v5.0

* Troubleshoot installations and workflows

Course Content

This course provides knowledge and hands-on deployment experience for Unified Contact Centre Express and Unified IP IVR. Deployment tasks include planning, installation, configuration, administration, script development, agent and supervisor deployments, and troubleshooting.

Course Outline

* CRS Product Overview

* CRS Design and Ordering

* Installation & Configuration

* Script Editor

* Creating Scripts and Applications

* Configuring UCCX ACD

* Creating Scripts for Contact Centres

* Using Cisco Desktop Admin (CDA)

* Supervisor Remote Monitoring

* Using ASR and TTS

* Outbound Preview Dialling

* Reporting

* Troubleshooting