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UCCXD Course Description
This
course provides the student with
hands-on experience and knowledge of
tasks typically performed during Contact
Center deployment. This includes the
deployment of Unified Contact Center
Express (Unified CCX and Unified IP IVR
as contact center solutions. Tasks
include planning, installation,
configuration tasks, troubleshooting and
creating Cisco scripts.the deployment of
both IP IVR and IPCC Express as a
contact center solution. Tasks include
planning, installation, configuration,
scripting, troubleshooting and
application creation.
Prerequisites
To fully benefit from this course, it is
recommended that you have the following
prerequisite skills and knowledge:
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Internetworking Fundamentals
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Basic IP Telephony Concepts
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Cisco CallManager Deployment
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Cisco IP Phones, Softphones
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Contact Center Operations
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Microsoft Windows 2000
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MS SQL 2000, MSDE Databases
Who Should Attend
This course is intended for the
following audience:
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Channel Partner / Reseller
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Customer
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Employee
Course Objectives
After completing this course, the
student will be able to:
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Design and plan an IP Contact Center
and an Unified IP IVR implementation
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Install or discuss CRS components,
servers, agent and supervisor
desktops and clients
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Configure all CRS components
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Build workflow applications to
exploit Unified IP IVR features and
capabilities
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Build contact center workflows to
exploit Unified CCX features and
capabilities
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Troubleshoot installations and
workflows
Course Outline
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CRS 4.0 Products Overview
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CRS Design and Ordering
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CRS Installation and Configuratio
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CRS Script Editor
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Basic Script Editor Steps
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Caller Input
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Database Access
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Logical Operations
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Caller Transfer
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Additional Editor Steps
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MRCP Speech Technologies
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VXML and Example Scripts
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Configuring Unified CCX
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Desktop Administration
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Remote Monitoring
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CRS Reports
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Backup and Restore Process
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Servicing and Troubleshooting
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CRS Release 4.5 Overview
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CRS Release 4.5 Installation
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CRS Release 4.5 Administration
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CRS Release 4.5 Contact Center
Inquire
to find out about pricing and course
specials.
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