UCCXD - Cisco Contact Center Express/Unified IP IVR Deployment Training Class

Course ID: 20186

UCCXD - Cisco Contact Center Express/Unified IP IVR Deployment Training Seminar

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.
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.

Learn the latest techniques for managing call centers on the latest software.

CUCM 6.x with Unified Call Center Express (UCCX) 5.0 (formerly IPCC
Express 4.0)

Explore integration with Microsoft SQL Server

Learn to script for holiday logic using both SQL and XML

Set up remote monitoring of agents and queues for supervisors

Configure both Automatic Speech Recognition (ASR) and Text-to-Speech
(TTS) technologies

Manipulate Enterprise data formatting the agent experience to your
company's needs

Learn to access third-party applications such as spreadsheets and
databases based upon ANI or DNIS information

Create a "Preview Outbounddialing campaign for outbound
c


	Agenda
	1. Course Introduction 2. CRS Product Overview 3. Designing and Ordering 4. Installation and Configuration 5. CRS Script Editor 6. Basic Script Editor Steps 7. Caller and System Inputs 8. Database Access 9. Logical Operations 10. Caller Transfers 11. Configuring Unified CCX 12. Desktop Product Suite 13. Unified CCX Script Techniques 14. Desktop Administration 15. Remote Monitoring 16. Outbound Preview Dialer 17. Session Management 18. MRCP Speech Technologies 19. Reports 20. Servicing and Troubleshooting


	Audience
	Systems engineers and other technical professionals who will be responsible for deploying or managing Contact Center Express installations and scripts.

Pre-requisites

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.


	Comments
	For all course dates held in Canada, please add 5% GST to the course price. Canadian residents will need to add an additional 7% PST to the course price.