Call Center

Deploying Cisco Unified Contact Center Express(UCCXD)

After completing this course the student should be able to:
• Design and plan an IP Contact Center and an Unified IP IVR implementation
• Install or discuss CRS components, servers, agent and supervisor desktops and clients
• Configure all CRS components
• Build workflow applications to exploit Unified IP IVR features and capabilities
• Build contact center workflows to exploit Unified CCX features and capabilities
• Troubleshoot installations and workflows
• CRS 5.0 Products Overview
• CRS Design and Ordering
• CRS Installation and Configuration
• CRS Script Editor
• Basic Script Editor Steps
• Caller Input
• Database Access
• Logical Operations
• Caller Transfer
• Additional Editor Steps
• MRCP Speech Technologies
• VXML and Example Scripts
• Configuring Unified CCX
• Desktop Administration
• Remote Monitoring
• CRS Reports
• Backup and Restore Process
• Servicing and Troubleshooting