Deploying Cisco Unified Contact Center Express (UCCXD)

Module 1: Cisco Unified CCX Product Overview

Lesson 1: Cisco Unified CCX Product Packages
· Cisco Unified CCX Product Family
· Cisco Unified CCX Primary Functions
· Cisco Unified CCX Product Package Options
· Cisco Unified CCX Compatibility
· Cisco Unified CCX Operating Systems
· Cisco Unified CCX Hardware Platforms
· Cisco Unified CCX Capacities

Lesson 2: Cisco Unified CCX Architecture
· The Cisco Unified CCX Environment
· Cisco Unified CCX Cluster Components
· Cisco Unified CCX Datastores
· Cisco Unified CCX Deployment Models

Lesson 3: Designing Cisco Unified CCX
· Design Considerations and Terminology
· Call Center Sizing Calculations
· Unified Communications Sizing Tool
· Network Considerations from the SRND

Module 2: Cisco Unified CCX Installation and Configuration

Lesson 1: Installing Cisco Unified CCX
· Preliminary Considerations
· Single Server or First Node Installation
· Single Server or First Node Server Setup
· Second Node Installation and Setup
· Installing Cisco Unified CCX in a VM
· Migrating to a VM
· Installation Log Files
· Upgrading Cisco Unified CCX

Lesson 2: Managing Cisco Unified CCX
· Cisco Unified Communications Manager

Administration
· Cisco Unified CCX Administration
· Cisco Unified CCX Subsystems
· Administration Tools
· Supervisor and User Web Pages
· Cisco Desktop Work Flow Administrator
· Cisco Desktop Administrator
· Serviceability and Maintenance Summaries

Lesson 3: Configuring Basic Properties of Cisco Unified CCX
· Call Flow Terms Defined
· The Cisco Unified CCX Call Flow
· Basic Cisco Unified CCX Configuration
· Configuration Wizards

Module 3: Cisco Unified CCX Scripting

Lesson 1: Installing the Cisco Unified CCX Script Editor
· Installing the Cisco Unified CCX Script Editor
· Knowing the Script Editor
· Script Management
· Debugging a Script

Lesson 2: Creating a Basic IVR Script
· Starting a New Script
· Starting and Ending a Script and a Call
· Additional Steps for Playing a Message

Lesson 3: Prompting and Collecting Information
· Common Prompt and Collect Steps
· Additional Prompting Steps
· Assigning Variable Information
· Getting and Setting Contact Information
· Transferring a Call

Lesson 4: Accessing an External Database
· Database Access Overview
· Setting Up the Database Subsystem
· Using Database Steps

Lesson 5: Making Decisions
· Steps Used to Create a Loop
· Steps Used for Counting
· Decision Steps

Lesson 6: Confirming Caller Input
· Creating Generated Prompts
· Confirmation Steps
· Conditional Prompt Steps

Module 4: Cisco Unified CCX ACD Operations

Lesson 1: Implementing Cisco Unified CCX
· ACD Components Defined
· Cisco Unified CCX Desktop Client Configuration Tool
· Cisco IP Phone Agent
· Cisco Agent Desktop
· Cisco Supervisor Desktop
· The Call Flow Revisited
· Configuring Cisco Unified CCX ACD Properties

Lesson 2: Scripting Fundamentals for Cisco Unified CCX
· Basic Cisco Unified CCX Script Design
· Cisco Unified CCX Script Steps

Lesson 3: Using Desktop Administration
· Cisco Desktop Administration Overview and Installation
· Cisco Agent Desktop Configuration Setup
· Work Flow Configuration
· Work Flow Groups Configuration
· Cisco Desktop Administrator

Lesson 4: Advanced Cisco Unified Contact Center Express Scripting Topics
· Day of Week, Time of Day, and Holiday Routing
· Using Subflows, Real-time Data, and Exception Handling
· Manipulating Data
· Using Email and HTTP Applications

Lesson 5: Using Cisco Unified CCX Reports
· Cisco Unified CCX Reporting Options
· Real-time Reporting
· Cisco Unified IC
· Historical Reporting Client

Module 5: Cisco Unified Contact Center Express Premium
Lesson 1: Using Remote Monitoring
· Remote Monitoring Overview
· Remote Monitoring Configuration
· Contact Service Queue (CSQ) Device IDs

Lesson 2: Configuring the Outbound Dialer
· Outbound Dialer Overview
· Common Outbound Configurations
· Outbound IVR Dialing
· Outbound Direct Preview Dialing
· Outbound Direct Preview Dialer Configuration
· Outbound Dialer Reports
· Troubleshooting Information

Lesson 3: Configuring Agent Email and Agent Web Chat
· Agent Email
· Agent Email Configuration
· Defining Agent Web Chat
· Agent Web Chat Configurations

Lesson 4: Understanding ASR and TTS
· MRCP ASR and TTS Overview
· Provisioning ASR and TTS Servers
· Grammars
· Script Editor Steps
· Spoken Names
· Text-to-Speech

Module 6: Cisco Unified CCX Maintenance

Lesson 1: Using Cisco Unified RTMT
· Cisco Unified Real-Time Monitoring Tool (RTMT_ Concepts
· Installing Cisco Unified RTMT
· Performance Monitoring
· Tools

Lesson 2: Using the Disaster Recovery System  - This needs to be in bold and left aligned
· DRS Overview
· Performing Backups
· Restoring a Backup
Labs
· Lab 1: Configuring Cisco Unified Communications Manager (CUCM) Initial Settings
· Lab 2: Managing User Accounts in CUCM
· Lab 3: Implementing IP Phones to CUCM
· Lab 4: Implementing Cisco Unified Border Element (CUBE) for calls to and from the Actual public switched telephone network (PSTN)
· Lab 5: Finalize Cisco Unified Cisco Compatible Extensions (UCCXD) Installation and CUCM Integration
· Lab 6: Provisioning Telephony and Media
· Lab 7: Introduction to the Cisco UCCXD Editor and basic scripts
· Lab 8: Starting Your New Locator Script
· Lab 9: Prompting and Collecting Information from a Caller
· Lab 10: Accessing a Database
· Lab 11: Loops, Counters, and Decision-Making
· Lab 12: Confirming Caller Input
· Lab 13: Configuring Cisco UCCX
· Lab 14: Cisco UCCXD Scripting
· Lab 15: Using the Cisco Desktop Work Flow Administrator
· Lab 16: Advanced Cisco UCCXD Scripting Techniques
· Lab 17: Cisco Unified Contact Center Express Reporting
· Lab 18: Using the Cisco Unified RTMT