Course: Deploying Cisco Unified Contact Center Express Software v9.0
Duration: 5 Day Hands-On Lab & Lecture Course
Price: $ 3,695.00
Learning Credits: 37
Description:
Deploying Cisco Unified Contact Center Express (UCCX) v5.0, provides the student with hands-on experience and knowledge of tasks typically performed during contact center deployment. This includes the deployment of Cisco Unified Contact Center Express v9.0(2) (Cisco Unified CCX) and Cisco Unified IP Interactive Voice Response (Cisco Unified IP IVR) as contact center solutions. Tasks include planning, installation, and configuration, scripting, and troubleshooting.
Note: Students registering for this course will be receiving their course kit in a digital format. To be able to view your digital kit you will need to bring a laptop PC and/or a compatible tablet PC, the recommended system requirements and instructions to access the course kit content can be found at the following link: Digital Course Kit Requirements and Instructions
Objective:
Upon completing this course, the learner will be able to meet these overall objectives: Provide a comprehensive overview of the Cisco Unified Contact Center Express product suite. This overview will cover descriptions of the product, compatibility, and hardware and software options, architecture, and sizing and ordering tools. Provide a complete description of the Cisco Unified CCX installation process, the configuration required with an overview of most common configuration web pages, and describe the call flow processes needed to establish a call on Cisco Unified CCX.
Describe the Cisco Unified CCX script editor, how it is installed and how to implement common IVR scripting techniques.
Provide a comprehensive view of Cisco Unified CCX ACD operations to include basic contact center build-up, scripting, agent and supervisor desktop configurations, advanced scripting topics, and reporting.
Describe how to install, configure and use features found in Cisco Unified CCX Premium such as, Remote Monitoring, Outbound Dialer, Agent Email, Agent Web Chat, and Automatic Speech Recognition (ASR) and Text-to-Speech (TTS).
Prerequisites:
Internetworking fundamentals Basic IP telephony fundamentals
Cisco Unified Communications Manager Cisco IP Phones and Cisco IP Communicator Contact Center Operations
Who Should Attend:
Cisco Unified Communications Channel Partners and Resellers System Engineers
Outline:
Module 1: Cisco Unified CCX Product Overview
Lesson 1: Cisco Unified CCX Product Packages
Cisco Unified CCX Product Family Cisco Unified CCX Primary Functions
Cisco Unified CCX Product Package Options Cisco Unified CCX Compatibility
Cisco Unified CCX Operating Systems Cisco Unified CCX Hardware Platforms Cisco Unified CCX Capacities
Lesson 2: Cisco Unified CCX Architecture
The Cisco Unified CCX Environment Cisco Unified CCX Cluster Components Cisco Unified CCX Datastores
Cisco Unified CCX Deployment Models
Lesson 3: Designing Cisco Unified CCX
Design Considerations and Terminology Call Center Sizing Calculations
Unified Communications Sizing Tool Network Considerations from the SRND Module 2: Cisco Unified CCX Installation and Configuration
Lesson 1: Installing Cisco Unified CCX
Preliminary Considerations
Single Server or First Node Installation Single Server or First Node Server Setup Second Node Installation and Setup Installing Cisco Unified CCX in a VM Migrating to a VM
Installation Log Files
Upgrading Cisco Unified CCX
Lesson 2: Managing Cisco Unified CCX
Cisco Unified CCX Subsystems Administration Tools
Supervisor and User Web Pages
Cisco Desktop Work Flow Administrator Cisco Desktop Administrator
Serviceability and Maintenance Summaries
Lesson 3: Configuring Basic Properties of Cisco Unified CCX
Call Flow Terms Defined
The Cisco Unified CCX Call Flow Basic Cisco Unified CCX Configuration Configuration Wizards
Module 3: Cisco Unified CCX Scripting
Lesson 1: Installing the Cisco Unified CCX Script Editor
Installing the Cisco Unified CCX Script Editor Knowing the Script Editor
Script Management Debugging a Script
Lesson 2: Creating a Basic IVR Script
Starting a New Script
Starting and Ending a Script and a Call Additional Steps for Playing a Message
Lesson 3: Prompting and Collecting Information
Common Prompt and Collect steps Additional Prompting Steps
Assigning Variable Information
Getting and Setting Contact Information Transferring a call
Lesson 4: Accessing an External Database
Database Access Overview
Setting up the Database Subsystem Using Database Steps
Lesson 5: Making Decisions
Lesson 6: Confirming Caller Input
Creating Generated Prompts Confirmation Steps
Conditional Prompt Steps Module 4: Cisco Unified CCX ACD Operations
Lesson 1: Implementing Cisco Unified CCX
ACD Components Defined
Cisco Unified CCX Desktop Client Configuration Tool Cisco IP Phone Agent
Cisco Agent Desktop Cisco Supervisor Desktop The Call Flow Revisited
Configuring Cisco Unified CCX ACD Properties
Lesson 2: Scripting Fundamentals for Cisco Unified CCX
Basic Cisco Unified CCX Script Design Cisco Unified CCX Script Steps
Lesson 3: Using Desktop Administration
Cisco Desktop Administration Overview and Installation Cisco Agent Desktop Configuration Setup
Work Flow Configuration
Work Flow Groups Configuration Cisco Desktop Administrator
Lesson 4: Advanced Cisco Unified Contact Center Express Scripting Topics
Day of Week, Time of Day, and Holiday Routing
Using Subflows, Real-time Data, and Exception Handling Manipulating Data
Using Email and HTTP Applications
Lesson 5: Using Cisco Unified CCX Reports
Cisco Unified CCX Reporting Options Real-time Reporting
Cisco Unified IC
Historical Reporting Client
Lesson 1: Using Remote Monitoring
Remote Monitoring Overview Remote Monitoring Configuration CSQ Device IDs
Lesson 2: Configuring the Outbound Dialer
Outbound Dialer Overview
Common Outbound Configurations Outbound IVR Dialing
Outbound Direct Preview Dialing
Outbound Direct Preview Dialer Configuration Outbound Dialer Reports
Troubleshooting Information
Lesson 3: Configuring Agent Email and Agent Web Chat
Agent Email
Agent Email Configuration Defining Agent Web Chat Agent Web Chat Configurations
Lesson 4: Understanding ASR and TTS
MRCP ASR and TTS Overview Provisioning ASR and TTS Servers Grammars
Script Editor Steps Spoken Names Text-to-Speech
Module 6: Cisco Unified CCX Maintenance
Lesson 1: Using Cisco Unified RTMT
Cisco Unified RTMT Concepts Installing Cisco Unified RTMT Performance Monitoring Tools
Lesson 2: Using the Disaster Recovery System
Lab Outline
Lab 2-1: Review Cisco Unified CCX Installation
Task 1: Displaying the Cisco Unified CCX Server States Task 2: Displaying Cluster License Information
Task 3: Checking System Parameters Task 4: Observing Your User Capabilities Lab 2-2: Provisioning Telephony and Media
Task 1: Observing the Telephony Provider Observe Only! Task 2: Adding Your Call Control Group
Task 3: Adding Cisco Media Termination Dialog Control Groups Task 4: Adding a New Cisco Unified CCX Script Application
Task 5: Adding a Cisco Unified Communications Manager Telephony Trigger for Your Application
Task 6: Calling and Testing Your New Application Lab 3-1: Installing the Cisco Unified CCX Editor
Task 1: Installing the Cisco Unified CCX Editor
Task 2: Downloading a Script to Your Local Hard Drive Task 3: Setting up Your Prompt and Script
Task 4: Debugging Your Script Lab 3-2: Starting Your New Locator Script
Task 1: Creating your first Script Task 2: Debugging Your New Script
Lab 3-3: Prompting and Collecting Information from a Caller Task 1: Prompt Caller for Physician Type
Task 2: Prompt Caller for a Zip Code Lab 3-4: Accessing a Database
Task 1: Access a Database to Speak Physician Information Lab 3-5: Loops, Counters, and Decision-Making
Task 2: Adding Looping Logic to DB Steps
Task 3: Add Menu to Repeat Physician Information Task 4: Counting Database Records
Lab 3-6: Confirming Caller Input
Task 1: Confirming the Zip Code
Task 2: Implementing an Escalating Prompt Task 3: Implementing Manual Retries (Again)
Task 4: Announcing Number of Records to the Caller Lab 4-1: Configuring Cisco Unified CCX
Task 1: Assigning IPCC Extensions to Agents Task 2: Observing RmCm Provider Information
Task 3: Associating the Agent Phone with the RmCm Provider Task 4: Creating Resource Groups
Task 5: Creating Skills
Task 6: Assigning Resource Groups and Skills to Agents Task 7: Creating Contact Service Queues
Task 8: Configuring Agent-Based Routing Observe Only Task 9: Assigning Supervisor Capabilities
Task 10: Making Team Assignments
Task 11: Installing the Agent and Supervisor Desktop Task 12: Starting the Agent Desktop
Task 13: Starting the Supervisor Desktop
Task 14: Preparing your Application to use the icd.aef script
Task 15: Testing the Script, Agent Desktop, and Basic Call Handling Task 16: Testing with Multiple Agents in a Resource Group
Task 17: Using Skills-Based CSQs to Manage Calls Task 18: Supervisor Activities
Task 19: Implementing IP Phone Agent (Optional) Lab 4-2: Cisco Unified CCX Scripting
Task 1: Creating Your New Cisco Unified CCX Script Lab 4-3: Using the Cisco Desktop Work Flow Administrator
Task 1: Installing the Cisco Desktop Work Flow Administrator Task 2: Creating Reason Codes (Instructor Demo)
Task 3: Creating Wrap-Up Data (Instructor Demo)
Task 5: Creating a Layout List (Instructor Demo)
Task 6: Creating a Work Flow Group (Instructor Demo)
Task 7: Setting Thresholds Using the Call Activity Tab (Instructor Demo) Task 8: Apply Reason Codes to Your Work Flow Group (Instructor Demo) Task 9: Apply Wrap-Up Data to Your Work Flow Group (Instructor Demo) Task 10: Task Button #1 - High-Priority Chat with Supervisor (Instructor Demo) Task 11: Task Button #2 - Launch an Internet Website (Instructor Demo) Task 12: Task Button #3 Transfer Call to Supervisor (Instructor Demo)
Task 13: Task Buttons #4 & 5 Start and Stop Record Buttons (Instructor Demo) Task 14: Enabling the Integrated Browser (Instructor Demo)
Task 15: Launching an Excel Spreadsheet on Cisco Agent Desktop Startup (Instructor Demo)
Task 16: Configuring a Rules-Based Screen Pop (Instructor Demo) Task 17: Associating Agents to a Work Flow Group (Instructor Demo) Task 18: Modify Your Script
Lab 4-4: Advanced Cisco Unified CCX Scripting Techniques
Task 1: Implementing Time of Day, Day of Week, and Holiday Routing Task 2: Implementing Holiday Routing from a Database
Task 3: Implementing Holiday Routing from an XML File Task 4: Miscellaneous Script Upgrades
Lab 4-5: Cisco Unified Contact Center Express Reporting Task 1: Using Real-Time Reporting
Task 2: Installing the Historical Reporting Client Task 3: Generating a Historical Report
Task 4: Enabling Cisco Unified IC (Instructor Demo)
Task 5: Generating Historical Reports from Cisco Unified IC Lab 5-1: Remote Monitoring
Task 1: Creating a New Cisco Unified Communications Manager User (Instructor Demo)
Task 2: Creating a Remote Monitor Supervisor (Instructor Demo)
Task 3: Assigning Resources and CSQs for Remote Monitoring (Instructor Demo) Task 4: Configuring a Remote Monitor Application (Instructor Demo)
Task 1: Creating an Outbound Campaign Task 2: Importing a Contact List
Task 3: Testing Outbound Dialing Lab 5-3: Agent Email and Web Chat
Task 1: Creating an Email CSQ
Task 2: Setting Up Agent Email (Instructor Demo) Task 3: Testing Agent Email
Task 4: Agent Web Chat
Lab 5-4: Spoken Names and Automatic Speech Recognition Task 1: Creating a Spoken Name
Task 2: Test the Auto Attendant Application
Task 3: Add an ASR Dialog Group and Enable ASR for your Script Task 4: Creating Alternate Pronunciations for Dial by Name
Task 5: Generating a Name Grammar
Task 6: Testing ASR Operation for Auto Attendant Lab 6-1: Using the Cisco Unified Real-time Monitoring Tool
Task 1: Installing the Cisco Unified Real Time Monitoring Tool Task 2: Collecting log files
