This course provides the student with hands-on experience and knowledge of tasks typically performed during Contact Center deployment. This includes the deployment of Unified Contact Center Express (Unified CCX and Unified IP IVR as contact center solutions. Tasks include planning, installation, configuration tasks, troubleshooting and creating Cisco scripts.the deployment of both IP IVR and IPCC Express as a contact center solution. Tasks include planning, installation, configuration, scripting, troubleshooting and application creation.
Course Contents
• CRS 4.0 Products Overview, Design and Ordering
• CRS Installation and Configuration, CRS Script Editor
• Basic Script Editor Steps, Caller Input, Database Access
• Logical Operations, Caller Transfer, Additional Editor Steps
• MRCP Speech Technologies, VXML and Example Scripts
• Configuring Unified CCX, Desktop Administration
• Remote Monitoring, CRS Reports
• Backup and Restore Process, Servicing and Troubleshooting
• CRS Release 4.5 Overview, Installation, Administration
Target Group
Channel Partner / Reseller, Customer, Employee
Knowledge Prerequisites
Internetworking Fundamentals, Basic IP Telephony Concepts, Cisco CallManager Deployment, Cisco IP Phones, Softphones, Contact Center Operations, Microsoft Windows 2000, MS SQL 2000, MSDE Databases.
UCCX
