Why Global Knowledge?

We offer a unique, real-world Contact Center Express lab environment that provides a hands-on approach not found anywhere else in the industry. Each student pod has its own Cisco Unified Communications Manager (CUCM) and UCCX server, giving you greater control over your lab environment. This unique server solution, coupled with the world-class PSTN simulation found in all our voice classes, allows students in each pod to work in their own environment that emulates a typical company installation. Each pod has three IP phones, providing greater testing flexibility during the structure labs and allowing you to experiment, implementing your own ideas and solutions outside regular lab time. No other training company offers a unique, real-world lab solution like ours. This class is a prerequisite for the advanced scripting course UCCXA.

Learn the latest techniques for managing call centers on the latest software.

• CUCM 6.x with Unified Call Center Express (UCCX) 5.0 (formerly IPCC Express 4.0)
• Patch phone firmware and CRS software
• Explore integration with Microsoft SQL Server
• Learn to script for holiday logic using both SQL and XML
• Set up remote monitoring of agents and queues for supervisors
• Configure both Automatic Speech Recognition (ASR) and Text-to-Speech (TTS) technologies
• Manipulate Enterprise data formatting the agent experience to your company's needs
• Learn to access third-party applications such as spreadsheets and databases based upon ANI or DNIS information
• Create a "Preview Outbounddialing campaign for outbound calling

All of our IP telephony courses provide a simulated PSTN.

• Every pod has internal and external phones
• Build and test a real dial plan including:
  • 911
  • 3-digit service codes: 411, 511, etc.
  • 7-digit local numbers: 681-1901
  • 10-digit local numbers: 416-681-1901
  • 11-digit long distance numbers: 1-733-802-1901
  • International numbers: 011441902
• Different area codes are deployed at all sites

What You'll Learn

• Design and plan a contact center implementation of Customer Response Solution (CRS) to include IP IVR and IP ICD
• Install 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 e-mail 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
• Configure a basic "Preview Outbounddialing campaign for outbound calling

Course Outline

1. Course Introduction

2. CRS Product Overview

3. Designing and Ordering

4. Installation and Configuration

5. CRS Script Editor

6. Basic Script Editor Steps

7. Caller and System Inputs

8. Database Access

9. Logical Operations

10. Caller Transfers

11. Configuring Unified CCX

12. Desktop Product Suite

13. Unified CCX Script Techniques

14. Desktop Administration

15. Remote Monitoring

16. Outbound Preview Dialer

17. Session Management

18. MRCP Speech Technologies

19. Reports

20. Servicing and Troubleshooting

Labs

Lab 1: Topology Deployment

Configure Cisco Unified Communications Manager (CUCM) to interface with the CRS server.

Lab 2: CRSD Server Deployment

Configure CRS server to interface with CUCM.

Lab 2.5: Patch CRS and CUCM Software

Apply software patches to CRS software and IP phone firmware.

Lab 3: Creating a Basic Script

Create a basic script using the Application Editor. Upload that script to the server and use debug tools to analyze its operation.

Lab 4: Caller Input and Database Access

Use the script developed in Lab 3, and add steps that will prompt the caller for information for a database lookup.

Lab 5: Logical Operators

Use logical operators such as "if/then" statements to create decision trees within the application.

Lab 6: Transfer and Time Operations

Define script logic that will allow the script to provide different responses to the caller depending on the time of day and day of the week. Also, transfer a caller based upon criteria set in the script.

Lab 7: Holidays

Add logic to the script to identify a holiday. Implement different methods of identifying holidays including SQL database calls and XML file access.

Lab 8: Record Your Own Prompts

Create a basic script that allows an administrator to record prompts to be used with other scripts.

Lab 9: Provisioning IPCC Express

Set up the CRS server to function as the IPCC Express contact center to route calls to the appropriate agent.

Lab 10: Supervisor and Agent Desktops

Install the Supervisor and Agent Desktops on the PC, and install the Phone Agent as a service on the Cisco IP phone.

Lab 11: ACD Solutions

Using a variety of tools, implement multi-agent ACD solutions, including use of skills-based routing.

Lab 12: Desktop Administration

Install the Desktop Administration utility to modify the Agent Desktop experience. Create a new workflow group for managing Agent Desktop appearance. Create new task buttons on the Agent Desktop to access applications and create shortcuts for high use activities. Implement call threshold statistics and reason codes.

Lab 13: Advanced Functions

Explore the use of enterprise data and the arrangement of that data on the Agent Desktop. Investigate e-mail message creation from the script.

Lab 14: Remote Monitoring and Real-Time Reporting

Set up a remote monitoring agent, allowing a supervisor to call in from any phone and monitor an agent or a queue. Explore real-time reporting.

Lab 15: Configuring Preview Outbound Dialing

Configure the outbound calling subsystem for a preview campaign to be used by agents for outbound calling. Load and manipulate contacts for a campaign.

Lab 16: Session Management

Configure a session and session objects to be stored from one script and retrieved by another script.

Lab 17: ASR and TTS

Modify a script to implement automatic speech recognition (ASR). Implement both implicit and explicit confirmation techniques. Create a script to use text-to-speech (TTS).

Lab 18: Historical Reporting

Install and configure the Historical Reporting client. This client allows ad hoc and timed delivery of the different reports available in the software.

Classroom Dates and Locations

Date

Location Details

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