Cisco Unified Contact Center Express UCCXD v2.0-IT Certifications Study Materials, Training , Video Tutorials Repository

The UCCXD 2.0 course is an update of UCCXD 1.1. The updated class now includes Unified Contact Center Express Release 5.0. UCCXD provides the student with hands-on experience and knowledge of tasks typically performed during Contact Center deployment. This includes the deployment of Unified Contact Center Express Unified CCX and Unified IP IVR as contact center solutions. Tasks include planning, installation, configuration tasks, troubleshooting and creating Cisco scripts, the deployment of both IP IVR and IPCC Express as a contact center solution. Tasks include planning, installation, and configuration, scripting, troubleshooting and application creation.

The updated version of the Unified Contact Center Express course now covers the following topics:

Unified Contact Center Express (CCX) 5.0 using Unified Communications Manager 6.0 and CME 4.2
Unified Contact Center Express 4.x using Unified Communications Manager 4.x
Outbound Preview Dialing
Wrap-up Codes
Windows 2003 Operating System
High Availability Deployments (HA)
Installation and Configuration Wizards
New Log Collection Tools

This course addresses two products that run on the Cisco Customer Response Solutions (CRS) Engine. The two products are Unified IP IVR (versions 4.x and 5.0) and Unified Contact Center Express (version 4.x and 5.0).

Unified IP IVR provides the capability to prompt and collect information from the caller to properly select the most suitable agent to service the call. By
itself, IP IVR may provide a robust self-service product for those applications not requiring agent participation.

Unified IPCC Express provides the ability to prompt and collect information from the caller and direct the call to an ACD-type agent. Features include
queuing, reporting, CTI integration, agency and supervisor desktops as well as many other ACD functions.

Prerequisites

Voice Essentials: Basic Telephony and IP Telephony
Cisco CallManager deployment and configuration, hands-on experience
Microsoft Windows 2000, Windows 2003
Database access experience

Course Objectives

After completing this course the student should be able to:

Learn about Unified Contact Center Express products to enable a design for customers
Install and configure Unified CCX servers, Unified CCS clusters, and CRS Script Editor
Configure and Unified Communications Manager to support Unified CCX Applications
Develop Unified IP-IVR and Unified CCX applications and work flows
Install and configure Cisco Agent Desktops and Cisco Supervisor Desktops
Deploy and troubleshoot a complete contact center application
Configure the Unified CCX Desktop Enterprise to facilitate screen pops, and third-party application integration
Deploy Outbound Preview Dialing Campaigns
Manage contact center real-time and historical reports

Course Outline

Course Introduction
CRS Products Overview
Designing and Ordering/Lab
Installing & System Configuration/Lab
CRS Script Editor/Lab
Basic Script Editor/Lab
Caller & System Inputs/Lab
Database Access/Lab
Logic Operations/Lab
Callers Transfers/Lab
Configuring Unified CCX
Desktop Product Suite of Products
Unified CCX Scripting Techniques
Using Desktop Administration to Customize the Agent Experience/Lab
Remote Monitoring/Lab
Outbound Preview Dialer/Lab
Session Management/Lab
MRCP Speech Server Configuration (ASR/TTS)/Lab
Real Time and Historical Reports/Lab
Servicing and Troubleshooting