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UCCX v5.0 - Deploying Cisco Unified Contact Center Express Software v9.0

Description

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.

Objectives

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.

Prerequisites

  • Internetworking fundamentals
  • Basic IP telephony fundamentals
  • Cisco Unified Communications Manager
  • Cisco IP Phones and Cisco IP Communicator
  • Contact Center Operations

Who Should Attend

  • Cisco Unified Communications Channel Partners and Resellers
  • System Engineers
  • Customers deploying and maintaining Unified Contact Center Express products

Outline

Module 1: Cisco Unified CCX Product Overview

Lesson 1: Cisco Unified CCX Product Packages

      • 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

Lesson 2: Cisco Unified CCX Architecture

      • The Cisco Unified CCX Environment
      • Cisco Unified CCX Cluster Components
      • Cisco Unified CCX Datastores
      • Cisco Unified CCX Deployment Models

Lesson 3: Designing Cisco Unified CCX

    • 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

      • 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

Lesson 2: Managing 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

Lesson 3: Configuring Basic Properties of Cisco Unified CCX

    • 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

      • Installing the Cisco Unified CCX Script Editor
      • Knowing the Script Editor
      • Script Management
      • Debugging a Script

Lesson 2: Creating a Basic IVR Script

      • Starting a New Script
      • Starting and Ending a Script and a Call
      • Additional Steps for Playing a Message

Lesson 3: Prompting and Collecting Information

      • Common Prompt and Collect steps
      • Additional Prompting Steps
      • Assigning Variable Information
      • Getting and Setting Contact Information
      • Transferring a call

Lesson 4: Accessing an External Database

      • Database Access Overview
      • Setting up the Database Subsystem
      • Using Database Steps

Lesson 5: Making Decisions

      • Steps used to create a loop
      • Steps Used for Counting
      • Decision Steps

Lesson 6: Confirming Caller Input

    • Creating Generated Prompts
    • Confirmation Steps
    • Conditional Prompt Steps

Module 4: Cisco Unified CCX ACD Operations

Lesson 1: Implementing Cisco Unified CCX

      • 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

Lesson 2: Scripting Fundamentals for Cisco Unified CCX

      • Basic Cisco Unified CCX Script Design
      • Cisco Unified CCX Script Steps

Lesson 3: Using Desktop Administration

      • Cisco Desktop Administration Overview and Installation
      • Cisco Agent Desktop Configuration Setup
      • Work Flow Configuration
      • Work Flow Groups Configuration
      • Cisco Desktop Administrator

Lesson 4: Advanced Cisco Unified Contact Center Express Scripting Topics

      • Day of Week, Time of Day, and Holiday Routing
      • Using Subflows, Real-time Data, and Exception Handling
      • Manipulating Data
      • Using Email and HTTP Applications

Lesson 5: Using Cisco Unified CCX Reports

    • 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

      • Remote Monitoring Overview
      • Remote Monitoring Configuration
      • CSQ Device IDs

Lesson 2: Configuring the Outbound Dialer

      • Outbound Dialer Overview
      • Common Outbound Configurations
      • Outbound IVR Dialing
      • Outbound Direct Preview Dialing
      • Outbound Direct Preview Dialer Configuration
      • Outbound Dialer Reports
      • Troubleshooting Information

Lesson 3: Configuring Agent Email and Agent Web Chat

      • Agent Email
      • Agent Email Configuration
      • Defining Agent Web Chat
      • Agent Web Chat Configurations

Lesson 4: Understanding ASR and TTS

    • 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

      • Cisco Unified RTMT Concepts
      • Installing Cisco Unified RTMT
      • Performance Monitoring
      • Tools

Lesson 2: Using the Disaster Recovery System

    • 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