The Course Name: UCCXD – Deploying Cisco Unified Contact Center Express

The Duration: 5 Days

The Overview:

The purpose of this course is to teach participants the deployment of Cisco Unified Contact Center Express (CCX) and Cisco Unified IP Interactive Voice Response (IVR) as contact center solutions. Tasks include planning, installation and configuration, scripting, and troubleshooting.

What You Will Learn:

How to design and plan a Cisco Unified CCX and a Cisco Unified IP IVR implementation

How to install or discuss all Cisco Unified CCX components, servers, and clients

How to configure all Cisco Unified CCX components

How to build workflow applications to exploit Cisco Unified IP IVR features and capabilities

How to build contact center workflows to exploit Cisco Unified Contact Center Express features and capabilities

How to deploy and use Cisco Agent and Supervisor Desktop software

How to deploy the Cisco Desktop Work Flow Administrator and set contact center options

How to use real-time and historical reporting

How to deploy the Outbound Preview Dialer

How to deploy Agent Email

How to deploy Automatic Speech Recognition and text-to-speech applications

The Course Index:

1. Cisco Unified CCX

• Relationship between the Unified CCX platform and the three products it supports
• Three Cisco products supported by the Unified CCX engine platform
• Unified CCX hardware and software components to include all server types, standby deployments, and scalability
• New and improved functions of the three Unified CCX products to include Unified CCX v11.0

2. Designing and Ordering

• Properly size the Unified CCX products by using calculators provided by Cisco
• Properly order Unified CCX products using the Unified CCX configuration and ordering tool
• Network considerations surrounding a Unified CCX deployment
• Using the Solution Reference Network Design for Cisco Unified CCX and Cisco Unified IP IVR and other documents to support a Unified CCX design and deployment

3. Installation and Configuration

• Installing Unified CCX software on all servers in a cluster
• Activating and configuring all components in a CCX cluster
• Configuring and testing a simple CCX Script Application
• Troubleshooting installations using log files4. Unified CCX Editor
• Navigate the Unified CCX Editor functionality
• Creating, deleting, and editing variables
• Saving and uploading valid scripts to the repository
• Performing the debug process to test a script
• Troubleshooting an application and script using trace files

5. Basic Unified CCX Editor Steps

• Creating a simple script workflow to answer a call
• Adding comments to identify and explain the script and subsequent groups of steps
• Playing voice prompts to share information or instructions with callers
• Terminating and ending a call• Validate, save as, upload, refresh, and debug a script

6. Caller and System Inputs

• Collecting information from a caller by presenting a list of choices using the menu step
• Collecting digits from a caller by using the Get Digit String step
• Getting information from the system to alter the logic of the call flow
• Validate, save as, upload, refresh, and debug the script

7. Database Access

• Connecting to a database
• Reading and getting information from the database by creating a SQL query within a script step
• Referencing database locations
• Writing information to a SQL database
• Closing the database connection and terminating database resources

8. Logical Operations

• Applying Boolean logic in scripts
• Creating and modifying counters
• Creating and managing timing loops
• Redirecting script logic based on the evaluation of “If” statements
• Using call subflows as reusable scripts

Labs:

Lab 1-1: Sizing Cisco Unified Contact Center Express

Lab 2-1: Review Cisco Unified Contact Center Express Installation

Lab 2-2: Provisioning Telephony and Media

Lab 3-1: Installing the Cisco Unified Contact Center Express Editor

Lab 3-2: Start Your New Locator Script

Lab 3-3: Prompt and Collect Information from a Caller

Lab 3-4: Accessing a Database

Lab 3-5: Loops, Counters, and Decision Making

Lab 3-6: Confirming Caller Input

Lab 4-1: Configuring Cisco Unified Contact Center Express

Lab 4-2: Cisco Unified Contact Center Express Scripting

Lab 4-3: Using the Cisco Desktop Work Flow Administrator

Lab 4-4: Advanced Cisco Unified Contact Center Express Scripting Techniques

Lab 4-5: Cisco Unified Contact Center Express Reporting

Lab 5-1: Remote Monitoring

Lab 5-2: Outbound Preview Dialing

Lab 5-3: Agent Email

Lab 5-4: Spoken Names and Automatic Speech Recognition

Lab 6-1: Using the Cisco Unified Real-Time Monitoring Tool