Unified Contact Center Express and Unified IP IVR Deployment (UCCXD) v2.0

Description
Update
Lab Environment
Products Addressed
Pre-Requisite Skills
Recommended experience for all students
Target Audience
Course Objectives

Length of Course
Maximum Class Size
Class Locations
List Price
Cancellation Policy
Syllabus
Course Schedule
Contact Us to Register

Description

Deploying Unified Contact Center Express (UCCXD) v2.0 training provides the student with hands-on experience and knowledge of tasks required during Unified Contact Center Express deployment. Tasks include planning, installation, configuration, scripting, agent deployment, troubleshooting and application creation.

Now, more than 1 1/2 days are spent exploring scripting techniques to support contact center activities.

Update: Now Includes Unified Contact Center Express Release 5.0!

This new course replaces Unified Contact Center Express and Unified IP IVR v1.1. It now addresses the following new 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 OS
High Availability Deployments (HA)
Installation and Configuration Wizards
New Log Collection Tools

Lab Environment

Gold Systems strives to train using the latest versions of Cisco products in our labs. Currently, all Gold Systems labs use the following product versions:

Unified Contact Center Express, v5.0(2)
Unified Communications Manager, v6.0

Products Addressed

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 (versions 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 Contact Center 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, agent and supervisor desktops as well as many other ACD functions. You will learn to deploy these features as well as to customize the agent desktop using Cisco Desktop Administrator.

Pre-requisite Skills

This course is intended for individuals who meet the following prerequisites:

Voice Essentials: Basic Telephony and IP Telephony
Cisco Unified Communications Manager deployment and configuration, hands-on experience
Windows Server 2000, Windows Server 2003
General network fundamentals

Recommended experience for all students

The recommended experience for all students includes:

Familiarity with Interactive Voice Response (IVR) and Contact Center Concepts
Basic Knowledge of Contact Center Operations

Target Audience

This hands-on course is intended for system administrators, supervisory users, deployment consultants, application engineers, system engineers and technical support engineers who implement, install, configure, troubleshoot and develop scripts and applications for Unified Contact Center Express.

Course Objectives

Learn about Unified Contact Center Express products to enable a design for customers
Install and configure Unified CCX servers, Unified CCX clusters, and CRS Script Editor
Configure the Unified Communications Manager to support Unified CCX Applications
Develop Unified Contact Center Express applications, workflows to support contact center operations
Install and configure Cisco Agent Desktops and Cisco Supervisor Desktops
Configure and test Contact Service Queues, Teams, Skills, and Resource Groups
Develop, deploy and troubleshoot a complete contact center application and script
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
Troubleshoot real trouble during class labs

Length of Course

The class duration is 4.6 days and ends at 1:30 pm Friday.

Maximum Class Size

12 Students

Class Locations

Sunset Learning, Denver Area
6892 S. Yosemite Court
Suite 1-101
Centennial, CO 80112
Phone: 303.741.2284
Fax: 303.741.2284
Email: info@sunsetlearning.com

Sunset Learning, Washington, D.C. Metro Area
11600 Sunrise Valley Drive
Suite 460
Reston, VA 20191
Direct: 703.860.8700
Fax: 703.860.5585
Email: info@sunsetlearning.com

List Price

$3,695 per student

Cancellation Policy

If cancellations are made two weeks prior to the first day of class we will provide a complete refund. If the cancellation is within two weeks of the first day of class the registrant will be charged a 50% cancellation fee that may be used as credit toward a future class.

Syllabus

Day 1

Course Introduction
Unified Contact Center Products Overview
Designing and Ordering / Lab
Installation and System Configuration / Lab
CRS Script Editor (scripting)/ Lab
Basic Script Editor Steps (starting your own script) / Lab

Day 2

Caller and System Inputs (scripting) / Lab
Database Access (scripting) / Lab
Logical Operations (scripting) / Lab
Caller Transfers (scripting) / Lab

Day 3

Configuring Unified Contact Center Express
Installing, Configuring and Testing Cisco Agent Desktop (CAD)
Installing, Configuring and Testing Cisco Supervisor Desktop (CSD)
Implementing Unified Contact Center Scripting Techniques (scripting)

Day 4

Using Desktop Administration to Customize the Agent Experience / Lab
Remote Monitoring / Lab
Outbound Preview Dialer / Lab

Day 5

Deploying Session Management Techniques/ Lab
Deploying, Testing Speech Servers for ASR and TTS / Lab
Using Real Time and Historical Reports / Lab
Servicing and Troubleshooting

Course Schedule for Cisco Unified Contact Center Express (2.0) - UCCXD

Location	Start Date	End Date	Price
Reston, Virginia	2/2/2009	2/6/2009	$3,695.00
Centennial, Colorado	2/2/2009	2/6/2009	$3,695.00
Reston, Virginia	4/13/2009	4/17/2009	$3,695.00
Centennial, Colorado	4/13/2009	4/17/2009	$3,695.00
Reston, Virginia	6/1/2009	6/5/2009	$3,695.00
Centennial, Colorado	6/1/2009	6/5/2009	$3,695.00
Reston, Virginia	8/10/2009	8/14/2009	$3,695.00
Centennial, Colorado	8/10/2009	8/14/2009	$3,695.00
Reston, Virginia	10/5/2009	10/9/2009	$3,695.00
Centennial, Colorado	10/5/2009	10/9/2009	$3,695.00

Training Registration

To register for a training class, please click on the following link, then fill out and select "Training" on the form. Our Registrar will contact you. Cisco Training Registration