Powerful 5-Day Hands on Cisco Course v2.0 | Prepares you for Cisco Exam 642-164 IPCCX
Course Description
In this hands-on Authorized Cisco course, you will gain the knowledge and skills needed to deploy the Cisco IP Contact Center Express product, including deployment of IP IVR and IP ICD as a contact center solution. Tasks include planning, installation, configuration, troubleshooting, and application creation.
Learn the latest techniques for managing call centers on the latest software.
- CUCM 6.x with Unified Call Center Express (UCCX) 5.0 (formerly IPCC Express 4.0)
- Explore integration with Microsoft SQL Server
- Learn to script for holiday logic using both SQL and XML
- Set up remote monitoring of agents and queues for supervisors
- Configure both Automatic Speech Recognition (ASR) and Text-to-Speech (TTS) technologies
- Manipulate Enterprise data formatting the agent experience to your company's needs
- Learn to access third-party applications such as spreadsheets and databases based upon ANI or DNIS information
- Create a "Preview Outbounddialing campaign for outbound calling
All of our IP telephony courses provide a simulated PSTN.
- Every pod has internal and external phones
- Build and test a real dial plan including:
- 911
- 3-digit service codes: 411, 511, etc.
- 7-digit local numbers: 681-1901
- 10-digit local numbers: 416-681-1901
- 11-digit long distance numbers: 1-733-802-1901
- International numbers: 011441902
- Different area codes are deployed at all sites
Course Objectives
What you will learn:
- Design and plan a contact center implementation of Customer Response Solution (CRS) to include IP IVR and IP ICD
- Install all components of CRS to include the operating systems, CRS applications, and client tools such as the Cisco Application Editor
- Conduct the proper configuration of all CRS components
- Build workflow applications to answer incoming calls, access databases, respond to spoken instructions, generate e-mail contacts, harness VXML capabilities, and speak text information
- Develop contact center applications to distribute calls based on caller input, agent skills, or call priorities
- Troubleshoot the CRS installation and workflows
- Configure a basic "Preview Outbounddialing campaign for outbound calling
Intended Audience
Systems engineers and other technical professionals who will be responsible for deploying or managing Contact Center Express installations and scripts.
Prerequisites
Working knowledge of internetworking fundamentals and basic IP telephony concepts, including how calls are processed via H.323; Cisco CallManager or CUCM deployment experience; an understanding of Microsoft Windows 2000; and SQ database experience.
Familiarity with or basic knowledge of the following is beneficial: Cisco IP Phones and IP Softphones, IVR and ICD elements, XML and VXML, contact center operations, and VoIP and gateway installations
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Course Outline
- Course Introduction
- CRS Product Overview
- Designing and Ordering
- Installation and Configuration
- CRS Script Editor
- Basic Script Editor Steps
- Caller and System Inputs
- Database Access
- Logical Operations
- Caller Transfers
- Configuring Unified CCX
- Desktop Product Suite
- Unified CCX Script Techniques
- Desktop Administration
- Remote Monitoring
- Outbound Preview Dialer
- Session Management
- MRCP Speech Technologies
- Reports
- Servicing and Troubleshooting
Course Labs
- Lab 1: Topology Deployment
- Lab 2: CRSD Server Deployment
- Lab 3: Creating a Basic Script
- Lab 4: Caller Input and Database Access
- Lab 5: Logical Operators
- Lab 6: Transfer and Time Operations
- Lab 7: Holidays
- Lab 8: Record Your Own Prompts
- Lab 9: Provisioning IPCC Express
- Lab 10: Supervisor and Agent Desktops
- Lab 11: ICD Solutions
- Lab 12: Desktop Administration
- Lab 13: E-mail and Enterprise Data
- Lab 14: Remote Monitoring and Real-Time Reporting
- Lab 15: Historical Reporting
- Lab 16: Configuring and Processing Outbound Calls
- Lab 17: ASR and TTS
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