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Training Course Summary:

Call-center customers use Cisco IP Contact Center (IPCC) Express Edition as an integrated, full-featured solution for managing customer voice contacts with all the benefits of the converged Cisco IP Telephony architecture. In the Cisco IPCC Express Deployment & Advanced Scripting course, students work through a real-life scenario to plan, deploy, and configure an IPCC Express solution. The course provides background for planning an implementation and hands-on experience deploying server and desktop software. The process includes configuring, scripting, and testing complex cal flows including database lookups for call routing and troubleshooting script failures.

Course Objectives

After completing this course the student should be able to:

Develop a technique for reviewing business rules to determine the deployment plan
Review a hardware/software order sheet based on the business rules
Deploy a CRS server with IPCC Express enhanced licensing
Deploy and administer supervisor and agent desktop solutions
Configure Cisco switches to allow for silent monitoring of agent phones
Convert business rules into a call-flow design based on the requirements
Develop complex scripts that perform database lookups, collect digits, and route calls to agents based on competency and availability and deliver enterprise data to agent desktops
Test the scripting logic to verify that it meets the business requirements

Pre-Requisites:

Call center experience
Cisco IPCC Express & IP IVR Deployment (CRSD) training

Who Should Attend:

Employee / Customer / Channel Partner/Reseller

Training Course Overview/Content:

Introduction

Customer business requirements review

Call flow design overview

Purchase order review

CRS server installation

IPCC Express provisioning

CallManager provisioning

VoIP Monitor server installation

Silent Monitor provisioning

Desktop installation and configuration

Installing CRS Editor

Prompt creation and uploading

IPCC Express application creation and testing