Network Training - Course Details

UCCXD-DCUCCEv50 UCCXD - Deploying Cisco Unified Contact Center Express v5.0

Network Training Course Description:
In this course, you'll gain an understanding of Cisco's Unified Contact Center Express (Unified CCX) product and all of its associated client applications and scripting tools. You will learn about all of the Unified CCX components, servers, deployment options, and clients. You will learn how to perform capacity planning, choose the correct product features, and install the product.
Network Training Course Duration:
5 DAYS
Network Training Course Target Audience:
Systems integrators who deploy Cisco Unified CCX,System engineers, architects, and support staff
Network Training Course Prerequisite:
Working knowledge of fundamental terms and concepts of computer networking, including LANs, WANs, and IP switching and routing,Basic knowledge of CUCM,Basic knowledge of contact center operations,Familiarity with Microsoft desktop applications and SQL database operations
Course Content:

  • 1. Cisco Unified CCX

    • Relationship between the Unified CCX platform and the three products it supports
    • Three Cisco products supported by the Unified CCX engine platform
    • Unified CCX hardware and software components to include all server types, standby deployments, and scalability
    • New and improved functions of the three Unified CCX products to include Unified CCX 9.0

  • 2. Designing and Ordering

    • Properly size the Unified CCX products by using calculators provided by Cisco
    • Properly order Unified CCX products using the Unified CCX configuration and ordering tool
    • Network considerations surrounding a Unified CCX deployment
    • Using the Solution Reference Network Design for Cisco Unified CCX and Cisco Unified IP IVR and other documents to support a Unified CCX design and deployment

  • 3. Installation and Configuration

    • Installing Unified CCX software on all servers in a cluster
    • Activating and configuring all components in a CCX cluster
    • Configuring and testing a simple CCX Script Application
    • Troubleshooting installations using log files

  • 4. Unified CCX Editor

    • Navigate the Unified CCX Editor functionality
    • Creating, deleting, and editing variables
    • Saving and uploading valid scripts to the repository
    • Performing the debug process to test a script
    • Troubleshooting an application and script using trace files

  • 5. Basic Unified CCX Editor Steps

    • Creating a simple script workflow to answer a call
    • Adding comments to identify and explain the script and subsequent groups of steps
    • Playing voice prompts to share information or instructions with callers
    • Terminating and ending a call
    • Validate, save as, upload, refresh, and debug a script

  • 6. Caller and System Inputs

    • Collecting information from a caller by presenting a list of choices using the menu step
    • Collecting digits from a caller by using the Get Digit String step
    • Getting information from the system to alter the logic of the call flow
    • Validate, save as, upload, refresh, and debug the script

  • 7. Database Access

    • Connecting to a database
    • Reading and getting information from the database by creating a SQL query within a script step
    • Referencing database locations
    • Writing information to a SQL database
    • Closing the database connection and terminating database resources

  • 8. Logical Operations

    • Applying Boolean logic in scripts
    • Creating and modifying counters
    • Creating and managing timing loops
    • Redirecting script logic based on the evaluation of 'If' statements
    • Using call subflows as reusable scripts
    • Creating specialized prompts

  • 9. Caller Transfers

    • Creating day-of-week (e.g., weekend) and time-of-day (e.g., out of hours) ranges for different handling
    • Transferring calls to various extensions as a function of day and time
    • Getting information associated with a call
    • Designating calls as completed for reporting
    • Determining if the caller has hung up
    • Determining if today is a holiday

  • 10. Configuring Unified CCX

    • Cisco Unified CCX product, features, and capabilities
    • Configuring Unified CCX on the CUCM and CCX server

  • 11. Desktop Product Suite

    • Installing Unified CCX Plug-ins to include the Cisco Agent Desktop and Cisco Supervisor Desktop
    • Testing the Cisco Agent Desktop and Cisco Supervisor Desktop configurations
    • Configuring the IP Phone Agent

  • 12. Unified CCX Script Techniques

    • Defining and using Unified CCX Editor Unified CCX steps
    • Testing a sample application using the Unified CCX steps in the Unified CCX Editor

  • 13. Desktop Administrator

    • Configuring the Unified CCX enterprise data using the Cisco Desktop Administrator
    • Configuring work flows, personnel, teams
    • Building macro-activated tasks for the agent desktop
    • Creating screen pops and macros
    • Launching third-party applications
    • Creating wrap-up codes

  • 14. Remote Monitoring

    • Features and functions of Unified CCX Remote Monitoring
    • Configuring a Unified CCX Remote Monitoring application
    • Testing a Unified CCX Remote Monitoring application

  • 15. Outbound Dialer and Agent Chat

    • Configuring Outbound Dialer
    • Enabling agents for Outbound Dialer
    • Creating outbound campaigns
    • Build a web page for Agent Chat

  • 16. Session Management

    • Using Session Management to retrieve information from a previous call

  • 17. Media Resource Control Protocol (MRCP) Speech Technologies

    • Installing and configuring Nuance ASR and TTS servers
    • Provisioning and configuring Unified CCX ASR and TTS subsystems to interact with ASR and TTS servers
    • Managing grammar on the Unified CCX systems
    • Designing and creating Unified CCX scripts to use ASR and TTS dialogs using ASR and TTS CCX Editor steps

  • 18. Reporting

    • Accessing and analyzing real-time reports
    • Installing the historical reporting client on a supervisor's PC
    • Accessing and analyzing historical reports

  • 19. Servicing and Troubleshooting

    • Traces and logs

  • Lab 0: Exclusive - Size and Order Cisco Unified CCX

  • Lab 1: Exclusive - Topology and Deployment

  • Lab 2: Exclusive - Cisco Unified CUCM and CCX Initial Configuration

  • Lab 3: Provision Telephony and Media

  • Lab 4: Install Unified CCX Editor

  • Lab 5: Initial Locator Script

  • Lab 6: Prompt and Collect Script Steps

  • Lab 7: Database Access

  • Lab 8: Logical Operations: Loops and Counters

  • Lab 9: Caller Input Confirmation

  • Lab 10: Provision Cisco Unified CCX

  • Lab 11: Cisco Supervisor and Agent Desktops

  • Lab 12: Cisco Unified CCX Script Steps

  • Lab 13: Desktop Workflow Administrator

  • Lab 14: Time and Holiday Operations

  • Lab 15: Exclusive - Prompt Recording

  • Lab 16: Advanced Scripting: Desktop Workflows

  • Lab 17: Cisco Unified CCX Reporting

  • Lab 18: Remote Monitoring

  • Lab 19: Outbound Dialing

  • Lab 20: Agent E-Mail and Web Chat

  • Lab 21: Spoken Names and Automatic Speech Recognition

  • Lab 22: Exclusive - Text-to-Speech

  • Lab 23: Use the Real-Time Monitoring Tool

  • Lab 24: Exclusive - TAPS: Tool for Autoregistered Phones (Optional)