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Deploying Unified Contact Center Express Course Outline

 (5 days)
Version 6.0

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
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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
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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
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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
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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
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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
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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)
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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
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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
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CSUCCX

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