Deploying Cisco Unified Contact Center Express(UCCXD)

» Special note | Prerequisites | Audience | Skills taught | Course outline

Course code

UCCXD

Skill level

Advanced

Duration

5 days

Delivery type

Instructor-Led Training

Course type

Public or Private

Dates

Price

$3195 plus tax

March 22, March 23, March 24, March 25, March 26

This course is given on these dates and locations:

Date	Location	Delivery type
October 18, 2010	Ottawa	Instructor-Led Training
October 18, 2010	Toronto	Instructor-Led Training
October 25, 2010	Vancouver	Instructor-Led Training
October 25, 2010	Montreal	Instructor-Led Training
October 25, 2010	Quebec City	Instructor-Led Training
November 29, 2010	Calgary	Instructor-Led Training
November 29, 2010	Edmonton	Instructor-Led Training

This course provides the student with knowledge and hands-on deployment experience for Unified Contact Centre Express and Unified IP IVR. Deployment tasks include planning, installation, configuration, administration, script development, agent and supervisor deployments, and troubleshooting. It is strongly recommended that students have CIPT1. It is also suggested that students have CCNA Voice. Students need a firm understanding of internetworking fundamentals, basic IP Telephony concepts, Cisco Unified Communications Manager Deployment, Cisco IP Phones and Cisco IP Communicator, Contact Centre Operations, Microsoft Windows 2000, and MS SQL 2000 and MSDE databases.

Special note

Each student has his/her own pod.

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Prerequisites

Suggested:
• CIPT1
• CCNA
• Internetworking Fundamentals
• Basic IP Telephony Concepts
• Cisco CallManager Deployment
• Cisco IP Phones, Softphones
• Contact Center Operations
• Microsoft Windows 2000
• MS SQL 2000, MSDE Databases

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Audience

Customers, Channel Partners / Resellers, and Employees.
Those pursuing CCIE Voice.

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Skills taught

After completing this course the student should be able to:
• Design and plan an IP Contact Center and an Unified IP IVR implementation
• Install or discuss CRS components, servers, agent and supervisor desktops and clients
• Configure all CRS components
• Build workflow applications to exploit Unified IP IVR features and capabilities
• Build contact center workflows to exploit Unified CCX features and capabilities
• Troubleshoot installations and workflows

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Deploying Cisco Unified Contact Center Express (UCCXD)

• CRS 7.0 Products Overview
• CRS Design and Ordering
• CRS Installation and Configuration
• CRS Script Editor
• Basic Script Editor Steps
• Caller Input
• Database Access
• Logical Operations
• Caller Transfer
• Additional Editor Steps
• MRCP Speech Technologies
• VXML and Example Scripts
• Configuring Unified CCX
• Desktop Administration
• Remote Monitoring
• CRS Reports
• Backup and Restore Process
• Servicing and Troubleshooting

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