In this course, you'll gain an understanding of Cisco's Unified Contact Center Express (CCX) product and all of its associated client applications and scripting tools. You will learn about all of the CCX components, servers, deployment options, and clients, and you will learn how to perform capacity planning, choose the correct product features, and install the product.
Major emphasis is placed on the CCX Script Editing tool, which allows administrators to script the contact center's caller experience, including queries, recordings, menu input, digit string input, and database operations, through the system. You will cover the Cisco Agent Desktop, Cisco Supervisor Desktop, and Cisco Desktop Administrator to optimize the Call Agent's desktop display and options, supervisor optimization of the call center, and reporting options and customizations. You will explore Automatic Speech Recognition (ASR) and Text-To-Speech (TTS) technologies and investigate options for troubleshooting.
What You'll Learn
•Planning and deployment of a Cisco Unified Contact Center Express system
•Telephony and media configuration for deployment with Cisco Unified communications Manager
•Scripting techniques and best practices
•Scripting operations including greeting, prompt and collect, caller input, database queries, and logic
•Time of day and holiday operations
•Queue management and best practices for queuing
•Cisco Agent Desktop, Cisco Supervisor Desktop, and Cisco Desktop Administrator
•Cisco IP Phone Agent
•Session management
•Historical and real-time reporting
•Remote monitoring
•Outbound preview dialing
•Text-to-Speech and Automatic Speech Recognition
Course Outline
1. Cisco Unified Contact Center Express Overview
•Relationship between the CRS platform and the three products it supports
•Three Cisco products supported by the CRS engine platform
•CRS hardware and software components to include all server types, standby deployments, and scalability
•New and improved functions of the three CRS products to include Unified CCX 8.0
2. Designing and Ordering
•Properly size the CRS products by using calculators provided by Cisco Systems
•Properly order CRS products using the CRS Configuration and Ordering Tool
•Network considerations surrounding a CRS deployment
•Use the Cisco Unified CCX Solutions Reference Network Design and other documents to support a CRS design and deployment
3. Installation and Configuration
•Install Unified CCX software on all servers in a cluster
•Activate and configure all components in a CRS cluster
•Configure and test a simple CRS Script Application
•Troubleshoot installations using log files
4. CCX Editor
•Navigate the CRS Editor functionality
•Create, delete, and edit variables
•Save and upload valid scripts to the repository
•Perform the debug process to test a script
•Troubleshoot an application and script using trace files
5. Basic Script Editor Steps
•Create a simple script workflow to answer a call
•Add comments to identify and explain the script and subsequent groups of steps
•Play voice prompts to share information or instructions with callers
•Terminate and end a call
•Validate, save as, upload, refresh, and debug a script
6. Caller and System Inputs
•Collect information from a caller by presenting a list of choices using the Menu step
•Collect digits from a caller by using the Get Digits step
•Get information from the system to alter the logic of the call flow
•Validate, save as, upload, refresh, and debug the script
7. Database Access
•Connect to a database
•Read and get information from the database by creating a SQL query within a script step
•Reference database locations
•Write information to a SQL database
•Close the database connection and terminate database resources
8. Logical Operations
•Apply Boolean logic in scripts
•Create and modify counters
•Create and manage timing loops
•Redirect script logic based on the evaluation of "If" statements
•Use call subflows as reusable scripts
•Create specialized prompts
9. Caller Transfers
•Create day of week (e.g., weekend) and time of day (e.g., out of hours) ranges for different handling
•Transfer calls to various extensions as a function of day and time
•Get information associated with a call
•Designate calls as completed for reporting
•Determine if the caller has hung up
•Determine if today is a holiday
10. Configuring Unified CCX
•Cisco Unified CCX product, features, and capabilities
•Configure Unified CCX v8 on the Unified Communications Manager and CCX Server
11. Desktop Product Suite
•Install Unified CCX plug-ins to include Cisco Agent Desktop (CAD) and Cisco Supervisor Desktop (CSD)
•Test the CAD and CSD configurations
•Configure the IP Phone Agent
12. Unified CCX Script Techniques
•CCX Editor Unified CCX steps
•Test a sample application using the Unified CCX steps in the CCX Editor
13. Desktop Administrator
•Configure the Unified CCX Enterprise data using the Desktop Administrator
•Configure work flows, personnel, and teams (in CRS Administration)
•Build macro-activated tasks for the Agent Desktop
•Create screen pops and macros
•Launch third-party applications
•Create Wrap-up codes
14. Remote Monitoring
•Features and functions of CRS Remote Monitoring
•Configure a CRS Remote Monitoring application
•Test a CRS Remote Monitoring application
15. Outbound Preview Dialer
•Configure Outbound Preview Dialer
•Enable agents for Outbound Preview Dialer
•Create outbound campaigns
16. Session Management
•Use session management to retrieve information from a previous call
17. MRCP Speech Technologies
•Install and configure Nuance or ScanSoft ASR and TTS servers
•Provision and configure CRS ASR and TTS subsystems to interact with ASR and TTS servers
•Manage grammars on the CRS systems
•Design and create CRS scripts to use ASR and TTS dialogs using ASR and TTS CRS Editor steps
18. Reporting
•Access and analyze real-time reports
•Install the Historical Reporting Client on a supervisor's PC
•Access and analyze historical reports
19. Servicing and Troubleshooting
•Traces and logs
Labs
Lab 1: Sizing and Ordering Cisco Unified CCX
Lab 2: Exclusive - Topology and Deployment
Lab 3: Cisco Unified CCX Installation
Lab 4: Provision Telephony and Media
Lab 5: Install UCCX Editor
Lab 6: Initial Locator Script
Lab 7: Prompt and Collect Script Steps
Lab 8: Database Access
Lab 9: Logical Operations: Loops and Counters
Lab 10: Caller Input Confirmation
Lab 11: Provisioning Cisco Unified CCX
Lab 12: Cisco Supervisor and Agent Desktops
Lab 13: Cisco Unified CCX Script Steps
Lab 14: Desktop Workflow Administrator
Lab 15: Advanced Scripting: Time and Holiday Operations
Lab 16: Exclusive - Prompt Recording
Lab 17: Cisco Unified CCX Reporting
Lab 18: Remote Monitoring
Lab 19: Outbound Preview Dialing
Lab 20: Agent E-Mail CSQ
Lab 21: Spoken Names and Automatic Speech Recognition
Lab 22: Exclusive - Text-to-Speech
