• Internetworking fundamentals
• Basic IP telephony fundamentals
• Cisco Unified Communications Manager deployments
• Cisco IP Phones and Cisco IP Communicator
• Contact Cneter Operations
• Microsoft Windows Server 2000, 2003, XP
• MS SQL 2000, MSDE databases

This course provides knowledge and hands-on deployment experience for Unified Contact Center Express and Unified IP IVR. Deployment tasks include planning, installation, configuration, administration, script development, agent and supervisor deployments, and troubleshooting.

Course Objectives

Upon completing this course, you will be able to:

• 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

CRS Product Overview

CRS Design and Ordering

Installation & Configuration

Script Editor

Creating Scripts and Applications

Configuring UCCX ACD

Creating Scripts for Contact Centers

Using Cisco Desktop Admin (CDA)

Supervisor Remote Monitoring

Using ASR and TTS

Outbound Preview Dialing

Reporting

• Channel Partner / Reseller
• Customer
• Employee