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UCCXD v6.0 - Deploying Unified Contact Center Express Course

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  4. UCCXD v6.0 - Deploying Unified Contact Center Express

UCCXD v6.0 - Deploying Unified Contact Center Express Course

 

Overview

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.

Objective

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.
UCCX v5.0 Page 1/10 www.skyline-ats.comDeploying Cisco Unified Contact Center Express Software v9.0

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
UCCX v5.0 Page 2/10 www.skyline-ats.comDeploying Cisco Unified Contact Center Express Software v9.0

Course 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
  • UCCX v5.0 Page 3/10 www.skyline-ats.comDeploying Cisco Unified Contact Center Express Software v9.0
  • 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
  • UCCX v5.0 Page 4/10 www.skyline-ats.comDeploying Cisco Unified Contact Center Express Software v9.0
  • 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

  • UCCX v5.0 Page 5/10 www.skyline-ats.comDeploying Cisco Unified Contact Center Express Software v9.0
  • 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
  • UCCX v5.0 Page 6/10 www.skyline-ats.comDeploying Cisco Unified Contact Center Express Software v9.0

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
  • UCCX v5.0 Page 7/10 www.skyline-ats.comDeploying Cisco Unified Contact Center Express Software v9.0
  • 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)
  • UCCX v5.0 Page 8/10 www.skyline-ats.comDeploying Cisco Unified Contact Center Express Software v9.0
  • 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
  • UCCX v5.0 Page 9/10 www.skyline-ats.comDeploying Cisco Unified Contact Center Express Software v9.0
  • 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
  • Powered by TCPDF (www.tcpdf.org)
  • UCCX v5.0 Page 10/10 www.skyline-at

 

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