Why Global Knowledge?

We offer a unique, real-world UCCXD lab environment that teaches you how to build and test a sophisticated IP contact center telephony network that you can use as a template for a real deployment. We have set ourselves apart from other Cisco training providers by enhancing our UCCXD hands-on labs to include a real dial plan and e-mail environment operating within the classroom, allowing for real-world experiences in our labs. You'll configure CCX servers using scripts that you build and upload, while mastering the individual details of CCX scripting steps. You'll experience real-world connections to Cisco Unified Communications Managers, external databases, client and supervisor desktops, and e-mail server systems. You will configure your CCX equipment to connect to our public dial plan network, while writing your own scripts and demonstrating what you learn in class. No other training company offers a unique, real-world lab solution like ours.

Our voice network labs use the latest hardware and software.

• Exclusive - Investigate the use of time and holiday operations and build your own prompt recorder script
• Configure and deploy Cisco Unified Contact Center Express v8.0
• Gain experience with all of the components and clients of CCX v8.0:
  • Configure telephony and media with Cisco Unified Communications Manager v8
  • Configure basic IP IVR
  • Install, configure, and operate the CCX Editor
  • Design and build a real-world CCX script
  • Add prompts to your script
  • Configure caller digit collection
  • Configure caller menus
  • Configure loops and counters for logical operation
  • Configure external database operations including SQL queries
  • Provision and configure agent and supervisor desktops
  • Customize the agent experience with Cisco Desktop Administrator
  • Run real-time reports
  • Install and configure the Historical Reporting Client
  • Install and integrate Text-to-Speech and Automatic Speech Recognition
  • Design and upload outbound preview dialing campaigns
  • Configure remote monitoring

All of our IP telephony courses provide a simulated PSTN.

• Every pod has internal and external phones
• Build and test a real contact center telephony environment including:
  • Agent IP phones
  • Agent desktops
  • Supervisor desktops
  • IP phone agent
  • Script editor
  • Historical reporting client
  • External SQL database
  • E-mail server

And just like in a real network:

• The simulated PSTN provides for calls into the contact center
• The simulated PSTN provides for outbound calls from the contact center
• Different area codes are deployed at all sites
• You will configure connections to simulated PSTN

What You'll Learn

• Planning and deployment of a Cisco Unified Contact Center Express system
• Telephony and media configuration for deployment with Cisco Unified communications Manager
• Scripting techniques and best practices
• Scripting operations including greeting, prompt and collect, caller input, database queries, and logic
• Time of day and holiday operations
• Queue management and best practices for queuing
• Cisco Agent Desktop, Cisco Supervisor Desktop, and Cisco Desktop Administrator
• Cisco IP Phone Agent
• Session management
• Historical and real-time reporting
• Remote monitoring
• Outbound preview dialing
• Text-to-Speech and Automatic Speech Recognition

Who Needs to Attend

• Systems Integrators who deploy Cisco Unified Contact Center Express
• System engineers, architects, and support staff who:
  • Maintain and configure supervisor and agent desktops
  • Write scripts and maintain script integrity
  • Require a fundamental understanding of the issues and solutions related to implementation
  • Maintain the server system and telephony system for the contact center

Pre-requisites

• Working knowledge of fundamental terms and concepts of computer networking, including LANs, WANs, and IP switching and routing
• Basic knowledge of Cisco Unified Communications Manager
• Basic knowledge of contact center operations
• Familiarity with Microsoft desktop applications and SQL database operations

Course Outline

1. Cisco Unified Contact Center Express Overview

• Relationship between the CRS platform and the three products it supports
• Three Cisco products supported by the CRS engine platform
• CRS hardware and software components to include all server types, standby deployments, and scalability
• New and improved functions of the three CRS products to include Unified CCX 8.0

2. Designing and Ordering

• Properly size the CRS products by using calculators provided by Cisco Systems
• Properly order CRS products using the CRS Configuration and Ordering Tool
• Network considerations surrounding a CRS deployment
• Use the Cisco Unified CCX Solutions Reference Network Design and other documents to support a CRS design and deployment

3. Installation and Configuration

• Install Unified CCX software on all servers in a cluster
• Activate and configure all components in a CRS cluster
• Configure and test a simple CRS Script Application
• Troubleshoot installations using log files

4. CCX Editor

• Navigate the CRS Editor functionality
• Create, delete, and edit variables
• Save and upload valid scripts to the repository
• Perform the debug process to test a script
• Troubleshoot an application and script using trace files

5. Basic Script Editor Steps

• Create a simple script workflow to answer a call
• Add comments to identify and explain the script and subsequent groups of steps
• Play voice prompts to share information or instructions with callers
• Terminate and end a call
• Validate, save as, upload, refresh, and debug a script

6. Caller and System Inputs

• Collect information from a caller by presenting a list of choices using the Menu step
• Collect digits from a caller by using the Get Digits step
• Get information from the system to alter the logic of the call flow
• Validate, save as, upload, refresh, and debug the script

7. Database Access

• Connect to a database
• Read and get information from the database by creating a SQL query within a script step
• Reference database locations
• Write information to a SQL database
• Close the database connection and terminate database resources

8. Logical Operations

• Apply Boolean logic in scripts
• Create and modify counters
• Create and manage timing loops
• Redirect script logic based on the evaluation of "If" statements
• Use call subflows as reusable scripts
• Create specialized prompts

9. Caller Transfers

• Create day of week (e.g., weekend) and time of day (e.g., out of hours) ranges for different handling
• Transfer calls to various extensions as a function of day and time
• Get information associated with a call
• Designate calls as completed for reporting
• Determine if the caller has hung up
• Determine if today is a holiday

10. Configuring Unified CCX

• Cisco Unified CCX product, features, and capabilities
• Configure Unified CCX v8 on the Unified Communications Manager and CCX Server

11. Desktop Product Suite

• Install Unified CCX plug-ins to include Cisco Agent Desktop (CAD) and Cisco Supervisor Desktop (CSD)
• Test the CAD and CSD configurations
• Configure the IP Phone Agent

12. Unified CCX Script Techniques

• CCX Editor Unified CCX steps
• Test a sample application using the Unified CCX steps in the CCX Editor

13. Desktop Administrator

• Configure the Unified CCX Enterprise data using the Desktop Administrator
• Configure work flows, personnel, and teams (in CRS Administration)
• Build macro-activated tasks for the Agent Desktop
• Create screen pops and macros
• Launch third-party applications
• Create Wrap-up codes

14. Remote Monitoring

• Features and functions of CRS Remote Monitoring
• Configure a CRS Remote Monitoring application
• Test a CRS Remote Monitoring application

15. Outbound Preview Dialer

• Configure Outbound Preview Dialer
• Enable agents for Outbound Preview Dialer
• Create outbound campaigns

16. Session Management

• Use session management to retrieve information from a previous call

17. MRCP Speech Technologies

• Install and configure Nuance or ScanSoft ASR and TTS servers
• Provision and configure CRS ASR and TTS subsystems to interact with ASR and TTS servers
• Manage grammars on the CRS systems
• Design and create CRS scripts to use ASR and TTS dialogs using ASR and TTS CRS Editor steps

18. Reporting

• Access and analyze real-time reports
• Install the Historical Reporting Client on a supervisor's PC
• Access and analyze historical reports

19. Servicing and Troubleshooting

• Traces and logs