UCCX v5.0:Deploying Cisco Unified Contact Center Express 9.0
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.
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 Email, Agent Web Chat, and Automatic Speech Recognition (ASR) and Text-to-Speech (TTS).
- Understand how to maintain and monitor a Cisco Unified CCX system.
The primary audience for this course includes
- Cisco Unified Communications Channel Partners and Resellers
- System Engineers
- Customers deploying and maintaining Unified Contact Center Express products
The knowledge and skills that a learner must have before attending this course are as follows:
- Internetworking fundamentals
- Basic IP telephony fundamentals
- Cisco Unified Communications Manager
- Cisco IP Phones and Cisco IP Communicator
- Contact Center Operations
Course Outline
Module 1: Cisco Unified CCX Product Overview
Lesson 1: Cisco Unified CCX Product Packages
Lesson 2: Cisco Unified CCX Architecture
Lesson 3: Designing Cisco Unified CCX
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- 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
- The Cisco Unified CCX Environment
- Cisco Unified CCX Cluster Components
- Cisco Unified CCX Datastores
- Cisco Unified CCX Deployment Models
- 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
Lesson 2: Managing Cisco Unified CCX
Lesson 3: Configuring Basic Properties of Cisco Unified CCX
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- 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
- Cisco Unified Communications Manager Administration
- Cisco Unified CCX Administration
- Cisco Unified CCX Subsystems
- Administration Tools
- Supervisor and User Web Pages
- Cisco Desktop Work Flow Administrator
- Cisco Desktop Administrator
- Serviceability and Maintenance Summaries
- 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
Lesson 2: Creating a Basic IVR Script
Lesson 3: Prompting and Collecting Information
Lesson 4: Accessing an External Database
Lesson 5: Making Decisions
Lesson 6: Confirming Caller Input
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- Installing the Cisco Unified CCX Script Editor
- Knowing the Script Editor
- Script Management
- Debugging a Script
- Starting a New Script
- Starting and Ending a Script and a Call
- Additional Steps for Playing a Message
- Common Prompt and Collect steps
- Additional Prompting Steps
- Assigning Variable Information
- Getting and Setting Contact Information
- Transferring a call
- Database Access Overview
- Setting up the Database Subsystem
- Using Database Steps
- Steps used to create a loop
- Steps Used for Counting
- Decision Steps
- Creating Generated Prompts
- Confirmation Steps
- Conditional Prompt Steps
Module 4: Cisco Unified CCX ACD Operations
Lesson 1: Implementing Cisco Unified CCX
Lesson 2: Scripting Fundamentals for Cisco Unified CCX
Lesson 3: Using Desktop Administration
Lesson 4: Advanced Cisco Unified Contact Center Express Scripting Topics
Lesson 5: Using Cisco Unified CCX Reports
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- 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
- Basic Cisco Unified CCX Script Design
- Cisco Unified CCX Script Steps
- Cisco Desktop Administration Overview and Installation
- Cisco Agent Desktop Configuration Setup
- Work Flow Configuration
- Work Flow Groups Configuration
- Cisco Desktop Administrator
- Day of Week, Time of Day, and Holiday Routing
- Using Subflows, Real-time Data, and Exception Handling
- Manipulating Data
- Using Email and HTTP Applications
- Cisco Unified CCX Reporting Options
- Real-time Reporting
- Cisco Unified IC
- Historical Reporting Client
Module 5: Cisco Unified Contact Center Express Premium
Lesson 1: Using Remote Monitoring
Lesson 2: Configuring the Outbound Dialer
Lesson 3: Configuring Agent Email and Agent Web Chat
Lesson 4: Understanding ASR and TTS
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- Remote Monitoring Overview
- Remote Monitoring Configuration
- CSQ Device IDs
- Outbound Dialer Overview
- Common Outbound Configurations
- Outbound IVR Dialing
- Outbound Direct Preview Dialing
- Outbound Direct Preview Dialer Configuration
- Outbound Dialer Reports
- Troubleshooting Information
- Agent Email
- Agent Email Configuration
- Defining Agent Web Chat
- Agent Web Chat Configurations
- 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
Lesson 2: Using the Disaster Recovery System
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- Cisco Unified RTMT Concepts
- Installing Cisco Unified RTMT
- Performance Monitoring
- Tools
- DRS Overview
- Performing Backups
- Restoring a Backup
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
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)
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
- Task 1: Creating an Outbound Campaign
Task 2: Importing a Contact List
Task 3: Testing Outbound Dialing
Lab 5-3: Agent Email and Web Chat
- Task 1: Creating an Email CSQ
Task 2: Setting Up Agent Email (Instructor Demo)
Task 3: Testing Agent Email
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
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.
Schedule
Cisco:Deploying Cisco Unified Contact Center Express 9.0
UCCX v5.0:Deploying Cisco Unified Contact Center Express 9.0
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