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Training Course Summary:

This five-day instructor-led course provides delegates with hands-on experience and knowledge of tasks typically performed during Contact Centre deployment. This includes the deployment of IP IVR and IP ICD as a contact centre solution. Tasks include planning, installation, configuration, troubleshooting and application creation.

Pre-Requisites:

Delegates are required to meet the following prerequisites:

Internetworking fundamentals.
Basic IP telephony concepts, including how calls are processed via H323.
Voice Essentials: Basic Telephony and IP Telephony.
Cisco Call Manager deployment and configuration, hands-on experience.
Microsoft Windows 2000.
SQL Database Experience.
Additionally, it is beneficial to have a familiarity or basic knowledge of the following :

Cisco IP Phones and IP Softphones.
Java data types.
IVR and ICD elements.
XML and VXML
Contact Center operations.VoIP and gateway installation

Who Should Attend:

This course is intended for systems engineers, Cisco AVVID Partners, and customers who will be charged with deploying the Customer Response Solutions (CRS) product.

Training Course Overview/Content:

Course Introduction

Course Objectives
Contact Center Specialization
Learner Skills and Knowledge
General Administration

CRS Overview

CRS Topology
Performance Criteria
CRS Products
CRS Components
How Contacts Happen
CRS Application Example
What’s new in CRS3.5/3.1
IPCC Express vs IPCC Enterprise

CRS installation and configuration.

CRS 3.5 Supported Platforms
Licensing Issues
CRS Installation and Configuration
Installation of Cisco Client Applications



CRS Application Editor

CRS Editor Overview
Managing your Scripts
Prompt Management
Debug Function
Trace Files

Basic Steps

Start a new Application
Start/End
Accept/Terminate
Annotate
Play Prompt
Delay
Get call Contact Info



Caller Input



Label
Goto
Get Digit String
Extended Get Digit String
Menu
Set
Name To Address


Database Access

Database Overview
Database Read
Database Get
Database Write
Database Release
Database Step Branches
Learner Skills and Knowledge

Logical Operations

Increment
Decrement
If
Switch
Call Subflow
Create Generated Prompt

Caller Transfer

Day of Week
Time of Delay
Call Redirect
Set Contact Info
Get Contact Info


Java Objects

Create Java Object
Create Remove Java Object
Execute Java Method
Set/Get Java Properties

Enhanced Workflow Steps

Recording
Place Call
Get User Info
Set user Info

Automatic Speech Recognition



Overview
Grammars
Grammar Steps
Deployment
Installation
Configuration
Initializations
ASR- Enabled Steps

Text to Speech

General Overview
Deployment
Installation
Configuration
Initialization
TTS Operation
Troubleshooting

Email Contacts



Configure the Email Subsystem
Email Contact Steps
HTTP Application Triggers

IPCC Express Overview and Configuration



IPCC Express Products Overview
IPCC Express Common Feature Sets
IPCC Express Enhanced Feature Sets
IPCC Express Components
Configure IPCC Express
IPCC Express Steps
Cisco Agent and Supervisor Desktops
Create and test an IPCC Express Environment

IPCC Express Desktop Administration



Cisco Desktop Administrator
IPCC Express Enterprise Data Configuration
Desktop Configuration
Personnel Configuration

Reports



Real-Time Reporting
Historical Reporting

VoiceXML



Overview
Voice Browser Step
VXML Examples
VXML Demo

Recording .wav files for CRS




Defining ODBC databases for CRS applications.


Application design practices

Objectives
Overview
Design Guidelines
Design and Deployment Steps
Callflows
Know your Callers
Prompts
ASR Prompts
Announcements
Menus
Programming Guidelines
Physician Locator



ICD SPAN Port configuration

Introduction
Span on the Catalyst 2900XL/3500XL/2950 Switches
Span on the Catalyst 4000, 5000, and 6000 Series
Performance Impact on SPAN on the Different Catalyst Platforms

Qualifications:

Recommended as preparation for exam(s):

642-161 IPCCX
This exam is required for the Cisco IP Contact Center Express Specialist Certification