Deploying Cisco Unified Contact Center Express (UCCXD)

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. Reporting

Access and analyze real-time reports

Install the Historical Reporting Client on a supervisor's PC

Access and analyze historical reports

18. Servicing and Troubleshooting

Traces and logs