UCCXD v3.0 - Deploying Unified Contact Center Express UCCXD v3.0

This course, Deploying Cisco Unified Contact Center Express (UCCXD) v3.0, provides the student with hands-on experience and knowledge of tasks typically performed during contact center deployment. This includes the deployment of Cisco Unified Contact Center Express and Cisco Unified IP Interactive Voice Response (IVR) (Cisco Unified CCX and Cisco Unified IP IVR) as contact center solutions. Tasks include planning, installation, configuration, scripting, and troubleshooting.

Upon completing this course, the learner will be able to meet these overall objectives:

• Design and plan a Cisco Unified CCX and a Cisco Unified IP IVR implementation
• Install or discuss all Cisco Unified CCX components, servers, and clients
• Configure all Cisco Unified CCX components
• Build workflow applications to exploit Cisco Unified IP IVR features and capabilities
• Build contact center workflows to exploit Cisco Unified Contact Center Express 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
• Troubleshoot installations and workflows

The primary audience for this course is as follows:

• Cisco Unified Communications system channel partners and resellers
• System engineers
• Customers deploying and maintaining Cisco Unified Contact Center Express products.

Module 1: Cisco Unified CCX Product Overview

• Lesson 1: Cisco Unified CCX Product Packages
  • Cisco Unified CCX Product Family
  • Cisco Unified CCX Primary Functions
  • Cisco Unified CCX Product Package Options
  • Cisco Unified Communications Manager Express Deployment Limitations
  • Cisco Unified CCX Compatibility
  • Cisco Unified CCX Operating Systems
  • Cisco Unified CCX Product Hardware Compatibility Options
  • Cisco Unified CCX Scalability
• Lesson 2: Cisco Unified CCX Architecture
  • Cisco Unified CCX Environment
  • Cisco Unified CCX Cluster Components
  • Cisco Unified CCX Datastores
  • Cisco Unified CCX Integration Models
• Lesson 3: Cisco Unified CCX Design and Order Tools
  • Terminology
  • Calculating Requirements
  • Cisco Unified CCX Configuration & Ordering Tool
  • Network Considerations from the SRND

Module 2: Installing and Configuring Cisco Unified CCX

• Lesson 1: Installing Cisco Unified CCX
  • Order of Installation and Setup Summary
  • Server Installation
  • SQL Server Installation
  • Server Setup – Single Server or First Node
  • Server Setup – Second Node
  • Cisco Unified CCX Setup for Cisco Unified Communications Manager Express
  • Installation Log Files
  • Upgrading Cisco Unified CCX
• Lesson 2: Cisco Unified CCX Management
  • Cisco Unified Communications Manager Administration
  • Cisco Unified CCX Administration
  • Cisco Unified CCX Subsystems
  • Administrative Tools
  • Supervisor and User Web Pages
  • Desktop Work Flow Administrator
• Lesson 3: The Call Process and Basic Cisco Unified CCX Configuration
  • Terms Defined
  • Basic Cisco Unified CCX Configuration
  • Configuration Wizards

Module 3: Cisco Unified CCX Scripting

• Lesson 1: The Script Editor
  • Installing the Cisco Unified CCX Script Editor
  • Knowing Your Script Editor
  • Script Management: Four Steps
  • Debugging a Script
• Lesson 2: Creating a Basic IVR Script
  • Begin a New Script
  • Start and End Steps
  • Accept and Terminate Steps
  • Annotate Step
  • Play Prompt Step
  • Get Call Contact Info Step
  • Delay Step
• Lesson 3: Prompting and Collecting Information
  • Get Digit String Step
  • Menu Step
  • Recording Step
  • Name to User Step
  • Set Step
  • Contact Info Steps
• Lesson 4: Accessing an External Database
  • Database Overview
  • ODBC Setup
  • Database Subsystem
  • Database Steps
• Lesson 5: Loops, Counters, and Decision Making
  • Label and Goto Steps
  • Increment Step
  • Decrement Step
  • If Step
  • Switch Step
• Lesson 6: Confirming a Caller’s Input
  • Create Generated Prompt Step
  • Confirmation Steps
  • Create Conditional Prompt Step
  • Create Container Prompt Step

Module 4: Cisco Unified CCX ACD Operations

• Lesson 1: Cisco Unified CCX
  • Components Defined
  • IP Phone Agent
  • Cisco Agent Desktop
  • Cisco Supervisor Desktop
  • The Call Flow Revisited
  • Configuring Cisco Unified CCX
• Lesson 2: Cisco Unified CCX Scripting Fundamentals
  • Basic Script Flow Overview
  • Select Resource
  • Connect
  • Call Hold and Call Unhold
  • Get Reporting Statistic
  • Set Enterprise Call Info
  • Set Priority
  • Dequeue
• Lesson 3: Cisco Desktop Work Flow Administrator Fundamentals
  • Overview and Install
  • Work Flow Configuration
  • Work Flow Groups
  • Cisco Desktop Administrator
• Lesson 4: Advanced Cisco Unified CCX 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
• Lesson 5: Cisco Unified CCX Reporting
  • Reporting Overview
  • Real-Time Reports
  • Historical Reporting \

Module 5: Cisco Unified CCX Premium Functions

• Lesson 1: Remote Monitoring
  • Remote Monitoring Overview
  • Remote Monitoring Configuration
  • CSQ Device IDs
• Lesson 2: Outbound Preview Dialer
  • Outbound Preview Dialer Overview
  • The Outbound Agent Experience
  • Outbound Preview Dialer Configuration
  • Outbound Dialer Reports
  • Troubleshooting
• Lesson 3: Agent Email
  • What Is Agent Email**
  • Create Email CSQs
  • Define Accounts in Microsoft Exchange
  • Agent Email Settings
• Lesson 4: Automatic Speech Recognition and Text-to-Speech
  • MRCP ASR/TTS
  • Provisioning ASR/TTS
  • Provisioning the ASR Subsystem
  • Provisioning TTS Subsystems
  • Grammars
  • Script Editor Steps
  • Spoken Names
  • Text-to-Speech

Module 6: Cisco Unified CCX Maintenance and Troubleshooting

• Lesson 1: Maintenance Activities
  • Database Purge
  • Cisco Unified CCX Backup and Restore
  • Restore Now
  • Repairing a Cisco Unified CCX Installation
  • Other Maintenance Activities
• Lesson 2: Tracing, Troubleshooting, and Other Utilities
  • Trace Log Files
  • Log Collection Tool
  • Troubleshooting
  • Serviceability Tool
  • Admin Utility

• Lab 1-3: Sizing and Ordering Cisco Unified CCX
• Lab 2-2: Review Cisco Unified CCX Installation
• Lab 2-3: Provisioning Telephony and Media
• Lab 3-1: Installing the Unified CCX Editor
• Lab 3-2: Start your New 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 a Callers Input
• Lab 4-1: Configuring Unified CCX
• Lab 4-2: Unified CCX Scripting
• Lab 4-3: Using the Cisco Desktop Work Flow Administrator
• Lab 4-4: Advanced Unified CCX Scripting Techniques
• Lab 4-5: Unified CCX 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

The knowledge and skills that a learner 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 Center operations
• Microsoft Windows 2000, 2003, XP
• MS SQL 2000, MSDE databases