Cisco UCCXD Training Class
Contact Center Express and Unified IP IVR Deployment
 Training Class Description
Cisco Course v1.0 | UCCXD v4.0 | Prepares you for Cisco Exam 642-162 IPCCX
In this hands-on Authorized Cisco course, you will gain the knowledge and skills
needed to deploy the Cisco IP Contact Center Express product, including deployment of IP IVR and IP ICD as a contact center solution. Tasks include planning,
installation, configuration, troubleshooting, and application creation.
We offer a unique, real-world UCCXD lab environment that provides a hands-on approach not found anywhere else in the industry. Each student pod has its own Call
Manager and CRSD server, giving you greater control over your lab environment. This unique server solution, coupled with the world-class PSTN simulation found in all our
voice classes, allows students in each pod to work in their own environment that emulates a typical company installation. Each pod has three IP phones, providing
greater testing flexibility during the structure labs and allowing you to experiment, implementing your own ideas and
solutions outside regular lab time. No other training company offers a unique, real-world lab solution like ours.
Audience
Systems engineers and other technical professionals who will be responsible for deploying or managing CRS
Upon Completion of this class you will learn
- Design and plan a contact center implementation of Customer Response Solution (CRS) to include IP IVR and IP ICD
- Install all components of CRS to include the operating systems, CRS applications, and client tools such as the Cisco Application Editor
- Conduct the proper configuration of all CRS components
- Build workflow applications to answer incoming calls, access databases, respond to spoken instructions, generate e-mail contacts, harness VXML capabilities, and speak text information
- Develop contact center applications to distribute calls based on caller input, agent skills, or call priorities
- Troubleshoot the CRS installation and workflows
UCCXD Training Content
1. Course Introduction
2. Cisco CRS 4.0 Products Overview
3. Design and Configuration
4. Installation & System Configuration
5. Installation & System Configuration Troubleshooting
6. CRS Script Editor
7. Basic Script Editor Steps
8. Caller Input
9. Database Access
10. Logical Operations
11. Caller Transfer
12. Additional Editor Steps
13. Advanced Scripting
14. MRCP Speech Server Configuration (ASR, TTS)
15. IPCC Express Overview and Configuration
16. IPCC Express Desktop Administration
17. Supervisor Remote Monitoring
18. Real-Time and Historical Reports
19. Cisco Security Agent
20. Backup and Restore a CRS Cluster
21. Troubleshooting
22. Mastery Exercise
Dates and Locations
9/17/2007-9/21/2007 Washington, DC
9/17/2007-9/21/2007 San Jose, CA
9/17/2007-9/21/2007 Toronto, ON
9/24/2007-9/28/2007 New York, NY
11/5/2007-11/9/2007 Chicago (Schaumburg), IL
11/5/2007-11/9/2007 Atlanta, GA
11/12/2007-11/16/2007 Rockville, MD
12/3/2007-12/7/2007 Washington, DC
12/3/2007-12/7/2007 San Jose, CA
12/10/2007-12/14/2007 Dallas, TX
12/10/2007-12/14/2007 Toronto, ON
12/17/2007-12/21/2007 New York, NY
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