Labs
Lab 1: Topology Deployment
Configure Cisco Unified Communications Manager (CUCM) to interface with the CRS server.
Lab 2: CRSD Server Deployment
Configure CRS server to interface with CUCM.
Lab 2.5: Patch CRS and CUCM Software
Apply software patches to CRS software and IP phone firmware.
Lab 3: Creating a Basic Script
Create a basic script using the Application Editor. Upload that script to the server and use debug tools to analyze its operation.
Lab 4: Caller Input and Database Access
Use the script developed in Lab 3, and add steps that will prompt the caller for information for a database lookup.
Lab 5: Logical Operators
Use logical operators such as "if/then" statements to create decision trees within the application.
Lab 6: Transfer and Time Operations
Define script logic that will allow the script to provide different responses to the caller depending on the time of day and day of the week. Also, transfer a caller based upon criteria set in the script.
Lab 7: Holidays
Add logic to the script to identify a holiday. Implement different methods of identifying holidays including SQL database calls and XML file access.
Lab 8: Record Your Own Prompts
Create a basic script that allows an administrator to record prompts to be used with other scripts.
Lab 9: Provisioning IPCC Express
Set up the CRS server to function as the IPCC Express contact center to route calls to the appropriate agent.
Lab 10: Supervisor and Agent Desktops
Install the Supervisor and Agent Desktops on the PC, and install the Phone Agent as a service on the Cisco IP phone.
Lab 11: ACD Solutions
Using a variety of tools, implement multi-agent ACD solutions, including use of skills-based routing.
Lab 12: Desktop Administration
Install the Desktop Administration utility to modify the Agent Desktop experience. Create a new workflow group for managing Agent Desktop appearance. Create new task buttons on the Agent Desktop to access applications and create shortcuts for high use activities. Implement call threshold statistics and reason codes.
Lab 13: Advanced Functions
Explore the use of enterprise data and the arrangement of that data on the Agent Desktop. Investigate e-mail message creation from the script.
Lab 14: Remote Monitoring and Real-Time Reporting
Set up a remote monitoring agent, allowing a supervisor to call in from any phone and monitor an agent or a queue. Explore real-time reporting.
Lab 15: Configuring Preview Outbound Dialing
Configure the outbound calling subsystem for a preview campaign to be used by agents for outbound calling. Load and manipulate contacts for a campaign.
Lab 16: Session Management
Configure a session and session objects to be stored from one script and retrieved by another script.
Lab 17: ASR and TTS
Modify a script to implement automatic speech recognition (ASR). Implement both implicit and explicit confirmation techniques. Create a script to use text-to-speech (TTS).
Lab 18: Historical Reporting
Install and configure the Historical Reporting client. This client allows ad hoc and timed delivery of the different reports available in the software.
Looking for training on Contact Center scripting and reporting for Enterprise? Check out our IPCAR and IPCAS courses.
