Deploying Cisco Unified Contact Center Express (UCCXD)

Duration: 5 days

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.

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
• Configure all CRS components
• 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 Outline

• 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

 Prerequisite

Learner Skills and Knowledge Required:

• Internetworking 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