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Course Content
Call-center customers
use Cisco IP Contact Center (IPCC)
Express Edition as an integrated,
full-featured solution for managing
customer voice contacts with all the
benefits of the converged Cisco IP
Telephony architecture.
In the Cisco IPCC
Express Deployment & Advanced
Scripting course, students work through
a real-life scenario to plan, deploy
and configure an IPCC Express solution.
The course provides background for
planning an implementation and hands-on
experience deploying server and desktop
software. The process includes configuring,
scripting, and testing complex call
flows including database lookups for
call routing and troubleshooting script
failures.
Course Objectives
After completing this course the
student should be able to:
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Develop
a technique for reviewing business
rules to determine the deployment
plan |
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Review a hardware/software
order sheet based on the business
rules |
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Deploy a CRS
server with IPCC Express enhanced
licensing |
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Deploy and
administer supervisor and agent
desktop solutions |
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Configure
Cisco switches to allow for silent
monitoring of agents phones |
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Convert business
rules into a call-flow design
based on the requirements |
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Develop complex
scripts that perform database
lookups, collect digits, and route
calls to agents based on competency
and availability and deliver enterprise
data to agent desktops. |
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Test the scripting
logic to verify that it meets
the business requirements |
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Identify script
failure and learn troubleshooting
techniques |
Course Outline
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Introduction |
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Customer business
requirements review |
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Call flow design
overview |
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Purchase order
review |
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CRS server
installation |
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IPCC Express
provisioning |
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CallManager
provisioning |
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VoIP Monitor
server installation |
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Silent Monitor
provisioning |
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Desktop installation
and configuration |
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Installing
CRS Editor |
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Prompt creation
and uploading |
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IPCC Express
application creation and testing |
Prerequisites
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Call center experience |
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Cisco IPCC
Express and IP IVR Deployment
(CRSD) 3.1(1) Deployment Training |
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Students should
provide personal laptops for independent
application creation in labs. |
Who Should Attend
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