Unified Contact Center Express (UCCXD) Version 2.0

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Course Overview

This five-day 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.

Prerequisites

• Internetworking fundamentals
• Basic IP telephony fundamentals
• Cisco Uniifed Communications Manager deployments
• Cisco IP Phones and Cisco IP Communicator
• Contact Center Operations
• Microsoft Windows Server 2000, 2003, XP
• MS SQL 2000, MSDE databases

Course Objectives

After completing this course, students 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 & Ordering
• Installation & Configuration
• Script Editor
• Creating Scripts and Applications
• Configuring UCCX ACD
• Creating Scripts for Contact Centers
• Using Cisco Desktop Admin (CDA)