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UCCXD: Deploying Cisco Unified Contact Centre Express v5.0

------------------------------------------------ CLASS ON v9.0 LABS -----------------------------------------------------

This course, Deploying Cisco Unified Contact Centre Express (UCCXD) v5.0, provides the student with hands-on experience and knowledge of tasks typically performed during contact centre deployment. This In this course, you'll gain an understanding of Cisco's Unified Contact Center Express product (CCX) and all of its associated client applications and scripting tools. You will learn all of the CCX components, servers, deployment options, and clients. You will learn how to perform capacity planning, choose the correct product features, and how to install the product.

Major emphasis is placed on the CCX Script Editing tool, which allows administrators to script the contact center's caller experience through the system, including queries, recordings, menu input, digit string input, and database operations. The Cisco Agent Desktop, Cisco Supervisor Desktop, and Cisco Desktop Administrator are then covered to optimize the Call Agent's desktop display and options, Supervisor optimization of the call center, as well as reporting options and customizations. Automatic Speech Recognition (ASR) and Text to Speech (TTS) technologies are also explored. Finally, the options for troubleshooting, reporting, and maintaining the system are emphasized.

      

Short videos on UCCX from our expert Instructor, Peter Gale.

Course Objectives

After completing this course the student should be able to:

  • Provide a comprehensive overview of the Cisco Unified Contact Center Express product suite. This overview will cover descriptions of the product, compatibility, and hardware and software options, architecture, and sizing and ordering tools.
  • Provide a complete description of the Cisco Unified CCX installation process, the configuration required with an overview of most common configuration web pages, and describe the call flow processes needed to establish a call on Cisco Unified CCX.
  • Describe the Cisco Unified CCX script editor, how it is installed and how to implement common IVR scripting techniques.
  • Provide a comprehensive view of Cisco Unified CCX ACD operations to include basic contact center build-up, scripting, agent and supervisor desktop configurations, advanced scripting topics, and reporting.
  • Describe how to install, configure and use features found in Cisco Unified CCX Premium such as, Remote Monitoring, Outbound Dialer, Agent Email, Agent Web Chat, and Automatic Speech Recognition (ASR) and Text-to-Speech (TTS).
  • Understand how to maintain and monitor a Cisco Unified CCX system.

Course Content

  • Cisco Unified Contact Center Express
  • Relationship between the CCX platform and the three products it supports.
  • Three Cisco products supported by the CCX engine platform
  • CCX hardware and software components to include all server types, standby deployments and scalability
  • New and improved functions of the three CCX products to include Unified CCX 9.0
  • Designing and Ordering
  • Properly size the CCX products by using calculators provided by Cisco Systems
  • Properly order CCX products using the CCX configuration and ordering tool
  • Network considerations surrounding a CCX deployment
  • Using the Cisco Unified CCX Solutions Reference Network Design and other documents to support a CCX design and deployment
  • 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 files
  • CCX Script Editor
  • Navigate the CCX Script 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
  • Basic Script 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
  • 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 digits step
  • Getting information from the system to alter the logic of the call flow
  • Validate, save as, upload, refresh and debug the script
  • 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 terminate database resources
  • 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
  • Creating specialized prompts
  • Caller Transfers
  • Creating day of week (e.g., weekend) and time of day (e.g., out of hours) ranges for different handling
  • Transferring calls to various extensions as a function of day and time
  • Getting information associated with a call
  • Designating calls as completed for reporting
  • Determining if the caller has hung up
  • Determining if today is a holiday
  • Configuring Unified CCX
  • Cisco Unified CCX product, features, and capabilities
  • Configuring Unified CCX v8 on the Unified Communications Manager (formerly CallManager) and CCX Server
  • Desktop Product Suite
  • Installing Unified CCX Plug-ins to include the Agent and Supervisor Desktop
  • Testing the CAD and CSD desktop configurations
  • Configuring the IP Phone Agent
  • Unified CCX Script Techniques
  • Defining and using CCX Editor Unified CCX steps
  • Testing a sample application using the Unified CCX steps in the CCX Editor
  • Desktop Administrator
  • Configuring the Unified CCX enterprise data using the desktop administrator
  • Configuring work flows, personnel, teams (in CCX administration)
  • Building macro-activated tasks for the agent desktop
  • Creating screen pops, macros
  • Launching third party applications
  • Creating wrap-up codes
  • Remote Monitoring
  • Features and functions of CCX Remote Monitoring
  • Configuring a CCX Remote Monitoring application
  • Testing a CCX Remote Monitoring application
  • Outbound Preview Dialer and Agent Chat
  • Configuring outbound preview dialer
  • Enabling agents for outbound preview dialer
  • Creating outbound campaigns
  • Building a web page for agent chat
  • Session Management
  • Using session management to retrieve information from a previous call
  • MRCP Speech Technologies
  • Installing and configuring Nuance ASR and TTS servers
  • Provisioning and configuring CCX ASR and TTS subsystems to interact with ASR and TTS servers
  • Managing grammars on the CCX systems
  • Designing and creating CCX Scripts to use ASR and TTS dialogs using ASR and TTS CCX Script Editor steps
  • Reporting
  • Accessing and analyzing real-time reports
  • Installing the historical reporting client on a supervisor's PC
  • Accessing and analyzing historical reports
  • Servicing and Troubleshooting
  • Traces and Logs

Labs

  • Size and Order Cisco Unified CCX
  • Topology and Deployment
  • Cisco Unified CUCM and CCX Initial Configuration
  • Provision Telephony and Media
  • Install UCCX Editor
  • Initial Locator Script
  • Prompt and Collect Script Steps
  • Database Access
  • Logical OperationsLoops and Counters
  • Caller Input Confirmation
  • Provision Cisco Unified CCX
  • Cisco Supervisor and Agent Desktops
  • Cisco Unified CCX Script Steps
  • Desktop Workflow Administrator
  • Time and Holiday Operations
  • Prompt Recording
  • Advanced ScriptingDesktop Workflows
  • Cisco Unified CCX Reporting
  • Remote Monitoring
  • Outbound Preview Dialing
  • Agent E-Mail and Web Chat
  • Spoken Names and Automatic Speech Recognition
  • Text-to-Speech
  • Use the Real-Time Monitoring Tool
  • Tools for Autoregistered Phones (TAPS) (Optional)

Target Audience

  • 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

Course Duration

5 days

Suggested Pre-requisites

The knowledge and skills that a student must have before attending this course are as follows:

  • Internetworking Fundamentals
  • Basic IP telephony concepts
  • Cisco Unified Communications Manager
  • Cisco IP phones, Cisco IP Communicator
  • Contact Centre operations
  • Microsoft Windows 2000, 2003, XP
  • MS SQL 2000, MSDE databases

Book this course

Sydney

13 Oct 2014 - 17 Oct 2014

AUD $5500

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Sydney

08 Dec 2014 - 12 Dec 2014

AUD $5500

book now

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