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

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1 Course: Deploying Cisco Unified Contact Center Express Software v9.0 Duration: 5 Day Hands-On Lab & Lecture Course Price: $ 3, Learning Credits: 37 Description: Deploying Cisco Unified Contact Center Express (UCCX) v5.0, 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 v9.0(2) (Cisco Unified CCX) and Cisco Unified IP Interactive Voice Response (Cisco Unified IP IVR) as contact center solutions. Tasks include planning, installation, and configuration, scripting, and troubleshooting. Note: Students registering for this course will be receiving their course kit in a digital format. To be able to view your digital kit you will need to bring a laptop PC and/or a compatible tablet PC, the recommended system requirements and instructions to access the course kit content can be found at the following link: Digital Course Kit Requirements and Instructions Objective: Upon completing this course, the learner will be able to meet these overall objectives: 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 , Agent Web Chat, and Automatic Speech Recognition (ASR) and Text-to-Speech (TTS). Understand how to maintain and monitor a Cisco Unified CCX system. UCCX v5.0 Page 1/10

2 Prerequisites: Internetworking fundamentals Basic IP telephony fundamentals Cisco Unified Communications Manager Cisco IP Phones and Cisco IP Communicator Contact Center Operations Who Should Attend: Cisco Unified Communications Channel Partners and Resellers System Engineers Customers deploying and maintaining Unified Contact Center Express products UCCX v5.0 Page 2/10

3 Outline: 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 CCX Compatibility Cisco Unified CCX Operating Systems Cisco Unified CCX Hardware Platforms Cisco Unified CCX Capacities Lesson 2: Cisco Unified CCX Architecture The Cisco Unified CCX Environment Cisco Unified CCX Cluster Components Cisco Unified CCX Datastores Cisco Unified CCX Deployment Models Lesson 3: Designing Cisco Unified CCX Design Considerations and Terminology Call Center Sizing Calculations Unified Communications Sizing Tool Network Considerations from the SRND Module 2: Cisco Unified CCX Installation and Configuration Lesson 1: Installing Cisco Unified CCX Preliminary Considerations Single Server or First Node Installation Single Server or First Node Server Setup Second Node Installation and Setup Installing Cisco Unified CCX in a VM Migrating to a VM Installation Log Files Upgrading Cisco Unified CCX Lesson 2: Managing Cisco Unified CCX Cisco Unified Communications Manager Administration Cisco Unified CCX Administration UCCX v5.0 Page 3/10

4 Cisco Unified CCX Subsystems Administration Tools Supervisor and User Web Pages Cisco Desktop Work Flow Administrator Cisco Desktop Administrator Serviceability and Maintenance Summaries Lesson 3: Configuring Basic Properties of Cisco Unified CCX Call Flow Terms Defined The Cisco Unified CCX Call Flow Basic Cisco Unified CCX Configuration Configuration Wizards Module 3: Cisco Unified CCX Scripting Lesson 1: Installing the Cisco Unified CCX Script Editor Installing the Cisco Unified CCX Script Editor Knowing the Script Editor Script Management Debugging a Script Lesson 2: Creating a Basic IVR Script Starting a New Script Starting and Ending a Script and a Call Additional Steps for Playing a Message Lesson 3: Prompting and Collecting Information Common Prompt and Collect steps Additional Prompting Steps Assigning Variable Information Getting and Setting Contact Information Transferring a call Lesson 4: Accessing an External Database Database Access Overview Setting up the Database Subsystem Using Database Steps Lesson 5: Making Decisions Steps used to create a loop Steps Used for Counting Decision Steps UCCX v5.0 Page 4/10

5 Lesson 6: Confirming Caller Input Creating Generated Prompts Confirmation Steps Conditional Prompt Steps Module 4: Cisco Unified CCX ACD Operations Lesson 1: Implementing Cisco Unified CCX ACD Components Defined Cisco Unified CCX Desktop Client Configuration Tool Cisco IP Phone Agent Cisco Agent Desktop Cisco Supervisor Desktop The Call Flow Revisited Configuring Cisco Unified CCX ACD Properties Lesson 2: Scripting Fundamentals for Cisco Unified CCX Basic Cisco Unified CCX Script Design Cisco Unified CCX Script Steps Lesson 3: Using Desktop Administration Cisco Desktop Administration Overview and Installation Cisco Agent Desktop Configuration Setup Work Flow Configuration Work Flow Groups Configuration Cisco Desktop Administrator Lesson 4: Advanced Cisco Unified Contact Center Express Scripting Topics Day of Week, Time of Day, and Holiday Routing Using Subflows, Real-time Data, and Exception Handling Manipulating Data Using and HTTP Applications Lesson 5: Using Cisco Unified CCX Reports Cisco Unified CCX Reporting Options Real-time Reporting Cisco Unified IC Historical Reporting Client Module 5: Cisco Unified Contact Center Express Premium UCCX v5.0 Page 5/10

6 Lesson 1: Using Remote Monitoring Remote Monitoring Overview Remote Monitoring Configuration CSQ Device IDs Lesson 2: Configuring the Outbound Dialer Outbound Dialer Overview Common Outbound Configurations Outbound IVR Dialing Outbound Direct Preview Dialing Outbound Direct Preview Dialer Configuration Outbound Dialer Reports Troubleshooting Information Lesson 3: Configuring Agent and Agent Web Chat Agent Agent Configuration Defining Agent Web Chat Agent Web Chat Configurations Lesson 4: Understanding ASR and TTS MRCP ASR and TTS Overview Provisioning ASR and TTS Servers Grammars Script Editor Steps Spoken Names Text-to-Speech Module 6: Cisco Unified CCX Maintenance Lesson 1: Using Cisco Unified RTMT Cisco Unified RTMT Concepts Installing Cisco Unified RTMT Performance Monitoring Tools Lesson 2: Using the Disaster Recovery System DRS Overview Performing Backups Restoring a Backup UCCX v5.0 Page 6/10

7 Lab Outline Lab 2-1: Review Cisco Unified CCX Installation Task 1: Displaying the Cisco Unified CCX Server States Task 2: Displaying Cluster License Information Task 3: Checking System Parameters Task 4: Observing Your User Capabilities Lab 2-2: Provisioning Telephony and Media Task 1: Observing the Telephony Provider Observe Only! Task 2: Adding Your Call Control Group Task 3: Adding Cisco Media Termination Dialog Control Groups Task 4: Adding a New Cisco Unified CCX Script Application Task 5: Adding a Cisco Unified Communications Manager Telephony Trigger for Your Application Task 6: Calling and Testing Your New Application Lab 3-1: Installing the Cisco Unified CCX Editor Task 1: Installing the Cisco Unified CCX Editor Task 2: Downloading a Script to Your Local Hard Drive Task 3: Setting up Your Prompt and Script Task 4: Debugging Your Script Lab 3-2: Starting Your New Locator Script Task 1: Creating your first Script Task 2: Debugging Your New Script Lab 3-3: Prompting and Collecting Information from a Caller Task 1: Prompt Caller for Physician Type Task 2: Prompt Caller for a Zip Code Lab 3-4: Accessing a Database Task 1: Access a Database to Speak Physician Information Lab 3-5: Loops, Counters, and Decision-Making Task 1: Adding Manual Retries for a Menu UCCX v5.0 Page 7/10

8 Task 2: Adding Looping Logic to DB Steps Task 3: Add Menu to Repeat Physician Information Task 4: Counting Database Records Lab 3-6: Confirming Caller Input Task 1: Confirming the Zip Code Task 2: Implementing an Escalating Prompt Task 3: Implementing Manual Retries (Again) Task 4: Announcing Number of Records to the Caller Lab 4-1: Configuring Cisco Unified CCX Task 1: Assigning IPCC Extensions to Agents Task 2: Observing RmCm Provider Information Task 3: Associating the Agent Phone with the RmCm Provider Task 4: Creating Resource Groups Task 5: Creating Skills Task 6: Assigning Resource Groups and Skills to Agents Task 7: Creating Contact Service Queues Task 8: Configuring Agent-Based Routing Observe Only Task 9: Assigning Supervisor Capabilities Task 10: Making Team Assignments Task 11: Installing the Agent and Supervisor Desktop Task 12: Starting the Agent Desktop Task 13: Starting the Supervisor Desktop Task 14: Preparing your Application to use the icd.aef script Task 15: Testing the Script, Agent Desktop, and Basic Call Handling Task 16: Testing with Multiple Agents in a Resource Group Task 17: Using Skills-Based CSQs to Manage Calls Task 18: Supervisor Activities Task 19: Implementing IP Phone Agent (Optional) Lab 4-2: Cisco Unified CCX Scripting Task 1: Creating Your New Cisco Unified CCX Script Lab 4-3: Using the Cisco Desktop Work Flow Administrator Task 1: Installing the Cisco Desktop Work Flow Administrator Task 2: Creating Reason Codes (Instructor Demo) Task 3: Creating Wrap-Up Data (Instructor Demo) Task 4: Defining Enterprise Data Fields (Instructor Demo) UCCX v5.0 Page 8/10

9 Task 5: Creating a Layout List (Instructor Demo) Task 6: Creating a Work Flow Group (Instructor Demo) Task 7: Setting Thresholds Using the Call Activity Tab (Instructor Demo) Task 8: Apply Reason Codes to Your Work Flow Group (Instructor Demo) Task 9: Apply Wrap-Up Data to Your Work Flow Group (Instructor Demo) Task 10: Task Button #1 - High-Priority Chat with Supervisor (Instructor Demo) Task 11: Task Button #2 - Launch an Internet Website (Instructor Demo) Task 12: Task Button #3 Transfer Call to Supervisor (Instructor Demo) Task 13: Task Buttons #4 & 5 Start and Stop Record Buttons (Instructor Demo) Task 14: Enabling the Integrated Browser (Instructor Demo) Task 15: Launching an Excel Spreadsheet on Cisco Agent Desktop Startup (Instructor Demo) Task 16: Configuring a Rules-Based Screen Pop (Instructor Demo) Task 17: Associating Agents to a Work Flow Group (Instructor Demo) Task 18: Modify Your Script Lab 4-4: Advanced Cisco Unified CCX Scripting Techniques Task 1: Implementing Time of Day, Day of Week, and Holiday Routing Task 2: Implementing Holiday Routing from a Database Task 3: Implementing Holiday Routing from an XML File Task 4: Miscellaneous Script Upgrades Lab 4-5: Cisco Unified Contact Center Express Reporting Task 1: Using Real-Time Reporting Task 2: Installing the Historical Reporting Client Task 3: Generating a Historical Report Task 4: Enabling Cisco Unified IC (Instructor Demo) Task 5: Generating Historical Reports from Cisco Unified IC Lab 5-1: Remote Monitoring Task 1: Creating a New Cisco Unified Communications Manager User (Instructor Demo) Task 2: Creating a Remote Monitor Supervisor (Instructor Demo) Task 3: Assigning Resources and CSQs for Remote Monitoring (Instructor Demo) Task 4: Configuring a Remote Monitor Application (Instructor Demo) Task 5: Learning the Monitored CSQ IDs (Instructor Demo) Task 6: Testing Remote Monitoring (Instructor Demo) Lab 5-2: Outbound Preview Dialing UCCX v5.0 Page 9/10

10 Powered by TCPDF (www.tcpdf.org) Deploying Cisco Unified Contact Center Express Software v9.0 Task 1: Creating an Outbound Campaign Task 2: Importing a Contact List Task 3: Testing Outbound Dialing Lab 5-3: Agent and Web Chat Task 1: Creating an CSQ Task 2: Setting Up Agent (Instructor Demo) Task 3: Testing Agent Task 4: Agent Web Chat Lab 5-4: Spoken Names and Automatic Speech Recognition Task 1: Creating a Spoken Name Task 2: Test the Auto Attendant Application Task 3: Add an ASR Dialog Group and Enable ASR for your Script Task 4: Creating Alternate Pronunciations for Dial by Name Task 5: Generating a Name Grammar Task 6: Testing ASR Operation for Auto Attendant Lab 6-1: Using the Cisco Unified Real-time Monitoring Tool Task 1: Installing the Cisco Unified Real Time Monitoring Tool Task 2: Collecting log files UCCX v5.0 Page 10/10