Talk to a Training Advisor
Request availability by clicking a date. Central London
City
England
|
About this class This five-day instructor-led course provides delegates with hands-on experience and knowledge of tasks typically performed during Contact Centre deployment. This includes the deployment of Unified Contact Center Express (Unified CCX and Unified IP IVR) as contact center solutions. Tasks include planning, installation, and configuration, scripting, troubleshooting and application creation. Who will the lesson benefit? This course is intended for systems engineers, Supervisory Users, Implementation Consultants, Application Engineers, System Engineers and Technical Support Engineers who implement, install, configure, troubleshoot and develop applications for the Cisco Customer Response Solutions (CRS) suite of products. What delegates will learn - Design and plan an IP Contact Centre and Unified IP IVR Implementation.
- Install or discuss CRS components, servers, agent and supervisor desktops and clients.
- Build workflow applications to exploit Unified IP IVR features and Capabilities
- Build contact center workflows to exploit Unified CCX features and capabilities
- Troubleshoot installations and workflows
- Configure all CRS components.
What prerequisites are required Delegates are required to meet the following prerequisites: - Internetworking Fundamentals
- Basic IP Telephony Concepts
- Cisco CallManager Deployment
- Cisco IP Phones, Softphones
- Contact Center Operations
- Microsoft Windows 2000MS SQL 2000. MSDE Databases
Eaminatione Recommended as preparation for exam(s): This exam is required for the Cisco IP Contact Center Express Specialist Certification. Contents of this class CRS Products Overview - CRS Product Family
- CRS Engine
- CRS Products
- Unified IP Interactive Voice Response ( IP IVR)
- Unified Contact Center (IPCC) Express
- ACD Functionality
- CTI Functionality - Standard
- Unified IP Queue Manager
- CRS Architecture and Base Components
- CRS Clusters
- CRS Software Components
- Expansion and Standby Servers
- High Availability
- Data Stores
- License Options and Scalability
- CRS Simple Call Flow
- Deployment Options
- Global Language Support
Design and Ordering - Terminology
- Licensing
- Using Licenses
- Customer Contact Technology Questionnaire
- Sizing Exercise
- Ordering Exercise
- Network Considerations
Installation & Configuration. - Classroom Networks
- CRS Operating Systems
- CRS Installation Media
- Licensing
- Installing CRS Software
- Initial CRS Setup - Cluster
- Initial CRS Setup - Servers
- CRS Provisioning
- Configuring a CRS Script Application
- CRS Control Center
- Upgrading Cisco CRS
- Repairing Cisco CRS
- Changing CRS Deployments
- CRS Installer Messages
- CRS Installer Log Files
CRS Script Editor - Editor Enhancements
- CRS Script Editor Overview
- Expression Editor
- Script Management
- Debugging Scripts
- Alarms and Traces
Basic Script Editor Steps - Starting a New Script
- Start/End Steps
- Accept/Terminate
- Annotate
- Play Prompt
- Extended Play Prompt
- Get Call Contact Info
- Delay
Caller Input - Label
- Goto
- Get Digit String
- Extended Get Digit String
- Menu
- Set
- Expression Editor
Database Access - Database Overview
- CRS Database Setup
- DB Read
- DB Get
- DB Write
- DB Release
Logical Operations - Increment
- Decrement
- If
- Switch
- Call Subflow
- Create Generated Prompt
- Create Conditional Prompt
- Create Container Prompt
Caller Transfer - Day of Week
- Time of Delay
- Preparing for a Transfer
- On Exception Goto
- Set Contact Info
- Get Contact Info
- Call Redirect
Additional Editor Steps - Recording
- Write Document
- Place Call
- Session Management
- Email Contacts
MRCP Speech Technologies - MRCP AST/TTS
- Automatic Speech Recognition (ASR)
- Text-to-Speech (TTS)
- Provisioning ASR/TTS for CRS
- Grammars
- Nuance Grammars
- ScanSoft Grammars
- Create Menu Grammar
- Upload Grammar
- Simple Recognition
- Implicit Confirmation
- Explicit Confirmation
- Create TTS Prompts
VXML and Example Scripts - VXML Browser Script
- About VXML
- Example Scripts
Configuring Unified CCX - Unified CCX Product Overview
- License Options Matrix
- What's new in Unified CCX 4.0
- Provisioning Unified CCX
- Wrapup Time
- Cisco Desktop Product Suite
- Cisco Agent Desktop
- Cisco Supervisor Desktop
- IP Phone Agent
- Unified CCX Scripts
- Select Resource
- Connect
- Set Enterprise Call Info
- Set Priority
- Call Hold/Unhold
- Get Reporting Statistic
- Dequeue
Desktop Administration - Cisco Desktop Administrator
- CAD Configuration
- Enterprise Data Configuration
- Desktop Configuration
- Work flows
- Enterprise data
- Personnel Configuration
Remote Monitoring - About Remote Monitoring
- Remote Monitoring Configuration
CRS Reports - Real Time Reports
- What's New for Historical Reports
- Historical Reports
Cisco Security Agent - CSA Product Highlights
- CSA Components
- Policy Deployment
- Systems Supported
- CSA Installation
Backup and Restore Process - Backup and Restore
- Backup CRS Cluster
- Restore CRS Cluster
- Recovering a Single CRS Node
Servicing and Troubleshooting - Serviceability
- Serviceability Utility
- CRS Administration
- Trace
- Troubleshooting
CRS Release 4.5 Overview - Highlights
- Architecture
- Enhancements
- Deployment Support
CRS Release 4.5 Installation - New Installation Features
- Installation Process
- Java Plug-in Installation
- BARS Installation
- CRS Cluster Set-up
- CRS Server Set-up
- BARS Overview
CRS Release 4.5 Administration - Administration Overview
- Provisioning Telephony and Media
- Provisioning Unified Contact Center Express
- File Management
CRS Release 4.5 Contact Center - Agent Phones,SIP and SCCP
- Inactive Agents
- Embedded Browser
Optional follow-on classes - ICMPT - Cisco ICM/NAM Product Training
- ICMSA - Cisco ICM/NAM System Administration
- IPCCE - Cisco IP Contact Centre Enterprise
|
