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Prerequisites

• Delegates are required to meet the following prerequisites:
• Internetworking fundamentals
• Basic IP telephony concepts, including how calls are processed via H323.
• Voice Essentials: Basic Telephony and IP Telephony.
• Cisco Call Manager deployment and configuration, hands-on experience.
• Microsoft Windows 2000, 2003, XP
• SQL Database Experience.
• Additionally, it is beneficial to have a familiarity or basic knowledge of the following :
• Cisco IP Phones and IP Softphones.
• Java data types.
• IVR and ICD elements.
• XML and VXML
• Contact Centre operations, VoIP and gateway installation

Who should attend?

This course is intended for systems engineers, Cisco AVVID Partners, and customers who will be charged with deploying the Customer Response Solutions (CRS) product.

What you will learn

After completing this course, the student should be able to:

• Design and plan a Unified Contact Center Express and a Unified IP IVR implementation
• Install or discuss all CRS components, servers and clients
• Configure all CRS components
• Build workflow applications to exploit Unified IP IVR features and capabilities
• Build contact center workflows to exploit Unified Contact Center Express features and capabilities
• Deploy and use Agent and Supervisor Desktop software
• Deploy Outbound Preview Dialer for Unified CCX v5.0
• Troubleshoot installations and workflows

Course content

• CRS Product Overview
• CRS Design and Ordering
• Installation & Configuration
• Creating Scripts and Applications
• Script Editor
• Configuring UCCX ACD
• Creating Scripts for Contact Centers
• Using Cisco Desktop Admin (CDA)
• Supervisor Remote Monitoring
• Using ASR and TTS
• Outbound Preview Dialing
• Reporting
• Troubleshooting