UCCXD Training Bangalore,india

UCCXD v4.0 - Deploying Unified Contact Center Express Software v8.0
Duration: 5 Day Hands-On Lab & Lecture Course

Objectives
Upon completing this course, the learner will be able to meet these overall objectives:
• Design and plan a Cisco Unified CCX v8.0 and a Cisco Unified IP IVR implementation
• Install or discuss all Cisco Unified CCX v8.0 components, servers, and clients
• Configure all Cisco Unified CCX v8.0 components
• Build work flow applications to exploit Cisco Unified IP IVR features and capabilities
• Build contact center work flows to exploit Cisco Unified Contact Center Express v8.0 features and capabilities
• Deploy and use Cisco Agent and Supervisor Desktop software
• Deploy the Cisco Desktop Work Flow Administrator and set contact center options
• Use real-time and historical reporting
• Deploy the Outbound Preview Dialer
• Deploy Agent Email
• Deploy Automatic Speech Recognition and text-to-speech applications
• Discuss maintenance activities
Course Outline
• Module 1: Cisco Unified Contact Center Express v8.0 Product Overview
o Lesson 1: Cisco Unified Contact Center Express v8.0 Product Packages
 Cisco Unified CCX v8.0 Product Family
 Cisco Unified CCX v8.0 Primary Functions
 Cisco Unified CCX v8.0 Product Package Options
 Cisco Unified Communications Manager Express Deployment Limitations
 Cisco Unified CCX v8.0 Compatibility
 Cisco Unified CCX v8.0 Operating Systems
 Cisco Unified CCX v8.0 Hardware Compatibility Options
 Cisco Unified CCX v8.0 Scalability
o Lesson 2: Cisco Unified Contact Center Express v8.0 Architecture
 Cisco Unified CCX v8.0 Environment
 Cisco Unified CCX v8.0 Cluster Components
 Cisco Unified CCX v8.0 Datastores
 Cisco Unified CCX v8.0 Integration Models
o Lesson 3: Cisco Unified Contact Center Express v8.0 Design and Order Tools
 Terminology
 Calculating Requirements
 Cisco Unified Communications Sizing Tool
 Cisco Solution Expert
 Network Considerations from the SRND
• Module 2: Installing and Configuring Cisco Unified Contact Center Express v8.0
o Lesson 1: Installing Cisco Unified Contact Center Express v8.0
 Preliminary Considerations
 Server Installation
 Server Setup – Single Server or First Node
 Second Server Installation and Setup
 Cisco Unified CCX v8.0 Setup for Cisco Unified Communications Manager Express
 Installation Log Files
 Upgrading Cisco Unified CCX v8.0
 Migrating to a Virtual Server
o Lesson 2: Cisco Unified Contact Center Express v8.0 Management
 Cisco Unified Communications Manager Administration
 Cisco Unified CCX v8.0 Administration
 Cisco Unified CCX v8.0 Subsystems
 Administrative Tools
 Supervisor and User Web Pages
 Cisco Desktop Work Flow Administrator
 Cisco Desktop Administrator
 Serviceability and Maintenance Summaries
o Lesson 3: Call Process and Basic Cisco Unified Contact Center Express v8.0 Configuration
 Terms Defined
 Call Flow Process
 Basic Cisco Unified CCX v8.0 Configuration
 Configuration Wizards
• Module 3: Cisco Unified Contact Center Express v8.0 Scripting
o Lesson 1: Cisco Unified Contact Center Express v8.0 Script Editor
 Installing the Cisco Unified CCX v8.0 Script Editor
 Knowing Your Script Editor
 Script Management: Four Steps
 Debugging a Script
o Lesson 2: Creating a Basic IVR Script
 Starting a New Script
 Start and End Steps
 Accept and Terminate Steps
 Annotate Step
 Play Prompt Step
 Get Call Contact Info Step
 Delay Step
o Lesson 3: Prompting and Collecting Information
 Get Digit String Step
 Menu Step
 Recording Step
 Name to User Step
 Set Step
 Contact Info Steps
 Call Redirect Step
o Lesson 4: Accessing an External Database
 Database Overview
 Installing a JDBC Driver
 Database Subsystem Setup
 Database Steps
o Lesson 5: Loops, Counters, and Decision Making
 Label and Goto Steps
 Increment Step
 Decrement Step
 Boolean Operators
 If Step
 Switch Step
o Lesson 6: Confirming Caller Input
 Create Generated Prompt Step
 Confirmation Steps
 Create Conditional Prompt Step
 Create Container Prompt Step
• Module 4: Cisco Unified Contact Center Express v8.0 ACD Operations
o Lesson 1: Cisco Unified Contact Center Express v8.0
 Components Defined
 Client Configuration Tool
 IP Phone Agent
 Cisco Agent Desktop Interface
 Cisco Supervisor Desktop
 The Call Flow Revisited
 Configuring Cisco Unified CCX v8.0
o Lesson 2: Cisco Unified Contact Center Express v8.0 Scripting Fundamentals
 Basic Script Flow Overview
 Select Resource
 Connect
 Call Hold and Call Unhold
 Get Reporting Statistic
 Set Enterprise Call Info
 Set Priority
 Dequeue
o Lesson 3: Cisco Desktop Work Flow Administrator Fundamentals
 Cisco Desktop Administration Overview and Installation
 Cisco Agent Desktop Configuration Setup
 Work Flow Configuration
 Work Flow Groups Configuration
 Voice Contact Work Flows
 Agent Management Work Flows
 Cisco Desktop Administrator
o Lesson 4: Advanced Cisco Unified Contact Center Express v8.0 Scripting Topics
 Day of Week
 Time of Day
 Holiday Routing
 Call Subflow
 Get Reporting Statistic
 Exception Handling
 Data Type Conversions
 Data Manipulation
 Email Contacts
 HTTP-Triggered Applications
o Lesson 5: Cisco Unified Contact Center Express v8.0 Reporting
 Reporting Overview
 Real-Time Reports
 Historical Reporting
• Module 5: Cisco Unified Contact Center Express v8.0 Premium Functions
o Lesson 1: Remote Monitoring
 Remote Monitoring Overview
 Remote Monitoring Configuration
 CSQ Device IDs
o Lesson 2: Outbound Preview Dialer
 Outbound Preview Dialer Overview
 Outbound Agent Call Experience
 Outbound Preview Dialer Configuration
 Outbound Dialer Reports
 Troubleshooting
o Lesson 3: Agent Email
 Defining Agent Email
 Creating Email CSQs
 Defining Accounts in Microsoft Exchange
 Agent Email Settings
o Lesson 4: Automatic Speech Recognition and Text-to-Speech
 Defining ASR and TTS
 Provisioning ASR and TTS
 Provisioning the ASR Subsystem
 Provisioning the TTS Subsystem Grammars
 Script Editor Steps
 Spoken Names
 Text-to-Speech
• Module 6: Cisco Unified Contact Center Express v8.0 Maintenance Tools
o Lesson 1: Real-Time Monitoring Tool
 Cisco Unified RTMT Concepts
 Installing Cisco Unified RTMT
 Performance Monitoring
 Alert Central
 Trace and Log Central
o Lesson 2: Cisco Unified Analysis Manager
 Cisco Unified Analysis Manager Overview
 Inventory
 Tools
 Administration
o Lesson 3: Disaster Recovery System
 DRS Overview
 Performing Backups
 Restoring a Backup
Lab Outline
o Overview
o Lab Topology
o Hardware and Software Requirements
o Admin Server Installation and Configuration
o Cisco Unified Communications Manager Server Installation and Configuration
o ASR/TTS Server Setup
o Cisco Unified Contact Center Express v8.0 Server Installation and Configuration
o Student Pod Configuration
o Teardown and Restoration