Course Content

IPCC Express and IP-IVR Deployment is an instructor-led course presented by HBFITES to Systems Engineers, Cisco AVVID Partners, and customers who will be charged with deploying the Customer Response Solutions (CRS) product. This course provides the student with hands-on experience and knowledge of tasks typically performed during Contact Center deployment. This includes the deployment of IP IVR and IP ICD as a contact center solution. Tasks include planning, installation, configuration, troubleshooting and application creation.

Course Objectives

After completing this course the student should be able to:

	Design and plan a contact center implementation of CRS to include IP IVR and IP ICD
	Conduct the installation of all components of CRS to include the operating systems, CRS applications, and client tools such as the Cisco Application Editor
	Conduct the proper configuration of all CRS components
	Build workflow applications to answer incoming calls, access databases, respond to spoken instructions, generate email contacts, harness VXML capabilities, and speak text information
	Develop contact center applications to distribute calls based on caller input, agent skills, or call priorities
	Troubleshoot the CRS installation and workflows

Course Outline

	CRS Overview
	CRS Installation and Configuration
	CRS Application Editor
	Basic Steps
	Caller Input
	Database Access
	Logical Operations
	Caller Transfer
	Java Objects
	Enhanced Workflow Steps
	Automatic Speech Recognition
	Text-to-Speech
	Email Contacts
	ICD Overview and Configuration
	ICD Operations Lab
	Session Management
	Reports
	VXML and Voice Browser

Prerequisites

The knowledge and skills a learner must have before attending this course include:

	Internetworking fundamentals
	Basic IP telephony concepts, including how calls are processed via H323
	Voice Essentials: Basic Telephony and IP Telephony
	Cisco CallManager deployment and configuration, hands-on experience
	Microsoft Windows 2000
	SQL Database Experience

Additionally, it is beneficial to have a familiarity or basic knowledge of the following:

	Cisco IP Phones and IP Softphones
	IVR and ICD elements
	XML and VXML
	Contact Center Operations
	VoIP and gateway installations

Who Should Attend

System Engineers, Channel Partners/Resellers, and Customers

      Inquire to find out about pricing and course specials.