CISCO Training

  Deploying Cisco Unified Contact Center Express v2.0
 
UCCXD Course Description

This course, Deploying Unified Contact Center Express (UCCXD) v2.0, provides the you with hands-on experience and knowledge of tasks typically performed during Contact Center deployment. This includes the deployment of Unified Contact Center Express and Unified IP IVR (Unified CCX and Unified IP IVR) as contact center solutions. Tasks include planning, installation, configuration tasks, troubleshooting and creating Cisco scripts.

Prerequisites

The knowledge and skills that you must have before attending this course are as follows:

  • Internetworking Fundamentals
  • Basic IP telephony concepts
  • Cisco Unified Communication Manager deployments
  • Cisco IP Phones, Cisco IP Communicator
  • Contact Center Operations
  • Microsoft Windows 2000, 2003, XP
  • MS SQL 2000, MSDE Databases

Associated Certifications

  • This course will prepare you for the IPCC Express Specialist Certification.

Who Should Attend

The primary audience for this course is as follows:

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

Number of Days

  • 5 Days instructor-led classroom training. (Approx. 7 hours each day.)

Course Objectives

Upon completing this course, you will be able to meet these overall objectives:

  • Design and plan a Unified Contact Center Express and a Unified IP IVR implementation
  • Install or discuss all CRS components, servers and clients
  • Configure all CRS components
  • Build workflow applications to exploit Unified IP IVR features and capabilities
  • Build contact center workflows to exploit Unified Contact Center Express features and capabilities
  • Deploy and use Agent and Supervisor Desktop software
  • Deploy Outbound Preview Dialer for Unified CCX v5.0
  • Troubleshoot installations and workflows

Course Outline

Lesson 0:  Course Introduction

The Course Introduction provides you with the course objectives and prerequisite skills and knowledge. The Course Introduction presents the course flow diagram and the icons that are used in the course illustrations and figures. This course component also describes the curriculum for this course, providing you with the information that you need to make decisions regarding your specific learning path.  Upon completing this course, you will be able to meet these objectives:

  • Design and plan a Unified Contact Center Express and a Unified IP IVR implementation
  • Install or discuss all CRS components, servers and clients
  • Configure all CRS components
  • Build workflow applications to exploit Unified IP IVR features and capabilities
  • Build contact center workflows to exploit Unified Contact Center Express features and capabilities
  • Deploy and use Agent and Supervisor Desktop software
  • Deploy Outbound Preview Dialer for Unified CCX v5.0
  • Troubleshoot installations and workflows

The lesson includes these activities:

  • None

Lesson 1:  CRS Product Overview

This lesson discusses the Cisco Customer Response Solutions (CRS) topology, software applications, hardware components, subsystems and the new product features and improvements.

  • The course addresses CRS Releases 4.0(x), 4.1(x), 4.5(x) and 5.0(x). This overview addresses all of the CRS Releases and their products: Unified IP IVR (Unified IP IVR) and Unified Contact Center Express (Unified CCX).

Upon completing this lesson, you will be able to meet these objectives:

  • Define the relationship between the CRS platform and the three products it supports.
  • Define the three Cisco products supported by the CRS engine platform
  • Describe the CRS hardware and software components to include all server types, standby deployments and scalability
  • Describe the new and improved functions of the three CRS products to include Unified CCX 5.0

The lesson includes these activities:

  • None

Lesson 2: Designing and Ordering

This lesson discusses the processes and tools used for designing and ordering Cisco Customer Response Solutions (CRS) products.  Sizing the CRS products is accomplished by using a series of tools to include Erlang calculators, the IPC Resource Calculator and the Unified IP IVR Self Service Calculator. 

Ordering CRS products is accomplished using the CRS Configuration and Design Tool. This lesson discusses these processes and tools and provides hands-on experiences in the subsequent lab. 

Upon completing this course, you will be able to meet these objectives:

  • Properly size the CRS products by using calculators provided by Cisco Systems.
  • Properly order CRS products using the CRS Configuration and Ordering Tool
  • Understand network considerations surrounding a CRS deployment
  • Use the Cisco Unified CCX Solutions Reference Network Design and other documents to support a CRS design and deployment.

The lesson includes these activities:

  • Sizing and Ordering Exercise

Lesson 3: Installation and Configuration

This lesson discusses the installation, activation and configuration of the Unified CCX software components on all servers in a CRS Cluster. Also you will address the many Unified CM and Unified CME configurations that support Unified CCX.
Additionally, you will download and install the Cisco CRS Editor software on your client PCs. You will access the CRS and Unified CM administration web pages using Microsoft’s Internet Explorer browsers on your client PCs.

Upon completing this lesson, you will be able to meet these objectives:

  • Install Unified CCX software on all servers in a cluster
  • Activate and configure all components in a CRS cluster
  • Configure and test a simple CRS Script Application
  • Troubleshoot installations using log files
  • The lesson includes these activities:
  • Lab 3-1: Review the CRS Installation
  • Lab 3-2: Provisioning Telephony and Media
  • Lab 3-3: Test Your Unified CCX Installation
  • Lab 3-4: Install the CRS Editor

Lesson 4: CRS Script Editor

This lesson describes the Customer Response Solutions (CRS) Script Editor and how it is used to create application scripts for CRS. You will start the CRS Script Editor and manipulate a simple script to learn how to add steps and manage the scripts.
Additionally, procedures for script management are addressed. Additionally, the ability to manage and move scripts to the repository is important when managing a multi-site CRS installation.

Upon completing this lesson, you will be able to meet these objectives:

  • Navigate the CRS Script Editor functionality
  • Create, delete, and edit variables
  • Save and upload valid scripts to the repository
  • Perform the debug process to test a script
  • Troubleshoot an application and script using trace files

The lesson includes these activities:

  • Lab 4-1: Download and Debug a Script

Lesson 5: Basic Script Editor Steps

This lesson discusses the basic Script Editor Steps and procedures. To support this discussion, we will use the Script Editor to start a simple workflow script that will answer a call, respond with an announcement, speak the calling number, and disconnect the call.

Starting with these basic steps, we will build a ‘locator-type’ workflow script that will allow a caller to locate a specific type of physician assistant within the zip code area of the caller. Properly created scripts are very flexible and can be changed to support new business requirements.

To facilitate easy script maintenance, developers use comments to outline and explain the script structure. Important comments include script and application names, developer name, implementation date and revision date. Each function performed by the script should be commented.

Script maintenance may also include adding or adjusting voice prompts to reflect changes in pricing, company name, procedural instructions or other business events.

Upon completing this lesson, you will be able to meet these objectives:

  • Create a simple script workflow to answer a call
  • Add comments to identify and explain the script and subsequent groups of steps
  • Play voice prompts to share information or instructions with callers
  • Terminate and end a call
  • Validate, Save As, Upload, Refresh, and Debug a script

The lesson includes these activities:

  • Lab 5-1: Start Your New Healthcare Script

Lesson 6: Caller and System Inputs

This lesson discusses the Script Editor Steps and procedures to accept DTMF input from a caller. Procedures to accept speech from a caller are covered in a later lesson. To support the discussion, we will use the Script Editor to enhance the Locator workflow script to accept caller input that includes:

  • A Get Digit String step to collect Zip Code digits from the caller
  • A Menu step so the caller can select the type of physician to be located from a list

Upon completing this lesson, you will be able to meet these objectives:

  • Collect information from a caller by presenting a list of choices using the Menu step.
  • Collect digits from a caller by using the Get Digits step
  • Get information from the system to alter the logic of the call flow
  • Validate, save as, upload, refresh and debug the script

The lesson includes these activities:

  • Lab 6-1: Collect Caller Input

Lesson 7: Database Access

This lesson discusses the deployment processes required to access and query an ODBC compliant SQL database. The database steps use the values in the variables physicianType and zipCode that the caller has provided in previous steps during run time.

Upon completing this lesson, you will be able to meet these objectives:

  • Connect to a database
  • Read and get information from the database by creating a SQL query within a script step
  • Reference database locations
  • Write information to a SQL database
  • Close the database connection and terminate database resources

The lesson includes these activities:

  • Lab 7-1: Access a Database

Lesson 8: Logical Operations

This lesson discusses the Script Editor steps and procedures to establish logic flow for workflow scripts.

Upon completing this lesson, you will be able to meet these objectives:

  • Apply Boolean logic in scripts
  • Create and modify counters
  • Create and manage timing loops
  • Redirect script logic based on the evaluation of “If” statements
  • Use Call Subflows as reusable scripts
  • Create specialized prompts

The lesson includes these activities:

  • Lab 8-1: Create Logical Operations

Lesson 9: Caller Transfers

This lesson discusses the Script Editor steps and procedures to establish a call transfer function.  This process determines the date and time of day to decide if a call should be transferred to an agent or customer service representative.

Upon completing this lesson, you will be able to meet these objectives:

  • Create day of week (e.g., weekend) and time of day (e.g., out of hours) ranges for different handling.
  • Transfer calls to various extensions as a function of day and time.
  • Get information associated with a call.
  • Designate calls as completed for reporting.
  • Determine if the caller has hung up
  • Determine if today is a holiday

The lesson includes these activities:

  • Lab 9-1: Making Caller Transfers
  • Lab 9-2: Record Your Own Prompts

Lesson 10: Configuring Unified CCX

This lesson describes the configuration process for Cisco IP Contact Center Express (Unified CCX), one of the three products supported by the Customer Response Solutions (CRS) platform. The Unified CCX product is offered in three license options: Unified CCX Standard, Unified CCX Enhanced, and Unified CCX Premium. This lesson addresses the Unified CCX product, configuration for all versions.

Upon completing this lesson, you will be able to meet these objectives:

  • Define the Cisco Unified CCX product, features, and capabilities
  • Configure Unified CCX v4.x on the Unified Communications Manager (formerly CallManager), and CRS Server.
  • Configure Unified CCX v5.0 on the Unified Communications Manager v5.1/v6.0
  • Configure Unified CCX v5.0 on the Unified Communications Manager Express v4.2

The lesson includes these activities:

  • None

Lesson 11: Desktop Product Suite

This lesson describes the Cisco Desktop Product Suite to include the Cisco Agent Desktop (CAD) and the Cisco Supervisor Desktop (CSD).

Upon completing this lesson, you will be able to meet these objectives:

  • Install Unified CCX Plug-ins to include the Agent and Supervisor Desktop
  • Test the CAD and CSD desktop configurations

The lesson includes these activities:

  • Lab 11-1: Provisioning Unified CCX
  • Lab 11-2: Install Agent and Supervisor Desktops
  • Lab 11-3: Evaluating Sample Script, icd.aef
  • Lab 11-4: Using Cisco Supervisor Desktop
  • Lab 11-5: Debug and Observe the Script
  • Lab 11-6: Configure IP Phone Agent

Lesson 12: Unified CCX Script Techniques

This lesson describes the script techniques and script editor steps used to make an effective contact center.

Upon completing this lesson, you will be able to meet these objectives:

  • Define and use CRS Editor Unified CCX Steps
  • Test a sample application using the Unified CCX steps in the CRS Editor

The lesson includes these activities:

  • Lab 12-1: Modify Your Healthcare Script

Lesson 13: Desktop Administrator

This lesson continues the discussion of Unified CCX by addressing the Desktop Administration of the Agent and Supervisor Desktops. Lab exercises provide an opportunity to configure the Unified CCX Desktops using the Cisco Desktop Administrator and experiment with various ICD steps and components within a contact center.

Upon completing this lesson, you will be able to meet these objectives:

  • Configure the Unified CCX Enterprise Data using the Desktop Administrator
  • Configure Work Flows, Personnel, Teams (in CRS Administration)
  • Build Macro-activated tasks for the Agent Desktop
  • Create screen pops, macros
  • Launch third party applications
  • Create Wrap-up Codes

The lesson includes these activities:

  • Lab 13-1: Using Desktop Administration
  • Lab 13-2: Test Your New Desktop Configuration

Lesson 14: Remote Monitoring

This lesson discusses the Cisco CRS Remote Monitoring feature The Cisco CRS Remote Monitoring feature allows a supervisor (or manager) to call into any site where the supervisor has a Cisco Unified CM user profile and monitor an agent’s conversation.
The supervisor, when monitoring a conversation, can hear all parties on the call. The parties will have no indication that the supervisor is monitoring the call. The supervisor cannot join the call or be heard by the parties.

Upon completing this lesson, you will be able to meet these objectives:

  • Understand the features and functions of CRS Remote Monitoring
  • Configure a CRS Remote Monitoring application
  • Test a CRS Remote Monitoring Application 

The lesson includes these activities:

  • Lab 14-1: Using Remote Monitoring

Lesson 15: Outbound Preview Dialer

The Outbound Preview Dialer feature provides outbound dialing functionality in addition to existing Unified CCX inbound capabilities. This feature allows agents who are not busy with inbound calls to preview and handle outbound calls. With the outbound feature, customer calls are placed using the Cisco Agent Desktop by way of the Unified CM for call control..

Upon completing this lesson, you will be able to meet these objectives:

  • Configure Outbound Preview Dialer
  • Enable agents for Outbound Preview Dialer
  • Create Outbound Campaigns

The lesson includes these activities:

  • Lab 15-1: Configure Outbound Preview Dialer
  • Lab 15-2: Processing Outbound Preview Calls

Lesson 16: Session Management

The session management process allows a call to retrieve information about a previous, related call.

Upon completing this lesson, you will be able to meet these objectives:

  • Use session management to retrieve information from a previous call

The lesson includes these activities:

  • Lab 16-1: Using Session Management

Lesson 17: MRCP Speech Technologies

This lesson discusses Automatic Speech Recognition (ASR) and Text-to-Speech (TTS) deployment and the use of ASR/TTS in CRS script applications.

The Unified CCX product uses a standards-based Media Resource Control Protocol (MRCP) to exchange information between the CRS server and speech Servers. MRCP compliant speech servers can be purchased from Nuance and IBM (CCX 5.0). These speech servers must be purchased directly from the manufacturers, distributors or partners.

Upon completing this lesson, you will be able to meet these objectives:

  • Install and configure Nuance or ScanSoft ASR and TTS servers
  • Provision and configure CRS ASR and TTS subsystems to interact with ASR and TTS servers
  • Manage grammars on the CRS systems
  • Design and create CRS Scripts to use ASR and TTS dialogs using ASR and TTS CRS Script Editor steps.

The lesson includes these activities:

  • Lab 17-1: Enable Auto Attendant for ASR
  • Lab 17-2: Test ASR Confirmation Techniques
  • Lab 17-3: Test a Simple TTS Script

Lesson 18: Reports

This lesson discusses the Real-time and Historical Reports offered by Unified CCX. These reports are primarily generated by UNIFIED IP IVR and Unified CCX Agent activities.  A contact center requires continuous tuning and refinement by the contact center managers and administrators. Real-time reports are required to make immediate, operational adjustments regarding agents, agent groups and call routing. Historical reports are required to manage schedules and understand trends so proper staffing and facility sizing can be determined.

Upon completing this lesson, you will be able to meet these objectives:

  • Access and analyze Real Time Reports
  • Install the Historical Reporting Client on a supervisor’s PC
  • Access and analyze Historical Reports

The lesson includes these activities:

  • Lab 18-1: Using CRS Reports

Lesson 19: Servicing and Troubleshooting

This topic describes the two types of reports available to UNIFIED CCX users and administrators.

Upon completing this lesson, you will be able to meet these objectives:

  • Access and analyze Real Time Reports
  • Install the Historical Reporting Client on a supervisor’s PC
  • Access and analyze Historical Reports