Deploying Cisco Unified Contact Center Express v6 (UCCXD)

This course, Deploying Cisco Unified Contact Center Express (UCCX) v6.0, provides the student with hands-on experience and knowledge of tasks typically performed during contact center deployment. This includes the deployment of Cisco Unified Contact Center Express and Cisco Unified IP Interactive Voice Response (IVR) (Cisco Unified CCX and Cisco Unified IP IVR) as contact center solutions. Tasks include planning, installation, and configuration, scripting, and troubleshooting. To participate in the hands-on labs in this class, you need to bring a laptop computer with the following: Windows 7 or 8.1 or 10 is recommended. Mac OSX 10.6 or greater is supported as well. Intel Celeron or better processors are preferred. 1 GB or more of RAM Browser Requirements: Internet Explorer 10 or greater or Mozilla Firefox. (Safari and Mozilla Firefox for Mac OSX) All students are required to have administrator rights to their PCs and cannot be logged in to a domain using any Group Policies that will limit their machine's capabilities. If you do not have administrator rights to your PC, you at least need permissions to download, install, and run Cisco Any Connect Client. If you are participating in a WebEx event, it is highly recommended to take this class at a location that has bandwidth speeds at a minimum of 1 Mbps bandwidth speeds.

Retail Price: $4,200.00

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Course Days: 5


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Objectives

Upon completing this course, the learner will be able to meet these overall objectives:

  • Provide a comprehensive overview of the Cisco Unified Contact Center Express product suite. This overview will cover descriptions of the product, compatibility, and hardware and software options, architecture, and sizing and ordering tools.
  • Provide a complete description of the Cisco Unified CCX installation process, the configuration required with an overview of most common configuration web pages, and describe the call flow processes needed to establish a call on Cisco Unified CCX.
  • Describe the Cisco Unified CCX script editor, how it is installed and how to implement common IVR scripting techniques.
  • Provide a comprehensive view of Cisco Unified CCX ACD operations to include basic contact center build-up, scripting, agent and supervisor desktop configurations, advanced scripting topics, and reporting.
  • Describe how to install, configure and use features found in Cisco Unified CCX Premium such as, Remote Monitoring, Outbound Dialer, Agent Email, Agent Web Chat, and Automatic Speech Recognition (ASR) and Text-to-Speech (TTS).
  • Understand how to maintain and monitor a Cisco Unified CCX system

 

Prerequisites

The knowledge and skills that a learner must have before attending this course are as follows:

  • Internetworking Fundamentals
  • Basic IP telephony concepts
  • Cisco Unified Communications Manager
? Cisco IP phones, Cisco IP Communicator ? Contact Center operations

 

Who Should Attend

The primary audience for this course is as follows:

  • Cisco Unified Communications system channel partners and resellers
  • System engineers
  • Customers deploying and maintaining Cisco Unified Contact Center Express products.

Outline

Module 0: Course Introduction
The Course Introduction provides learners with the course objectives and prerequisite learner skills and knowledge. The Course Introduction presents the course flow diagram and the icons that are used in the course illustrations and figures. This course component also describes the curriculum for this course, providing learners with the information that they need to make decisions regarding their specific learning path. Upon completing this course, the learner will be able to meet these objectives:

  • Provide a comprehensive overview of the Cisco Unified Contact Center Express product suite. This overview will cover descriptions of the product, compatibility, and hardware and software options, architecture, and sizing and ordering tools.
  • Provide a complete description of the Cisco Unified CCX installation process, the configuration required with an overview of most common configuration web pages, and describe the call flow processes needed to establish a call on Cisco Unified CCX.
  • Describe the Cisco Unified CCX script editor, how it is installed and how to implement common IVR scripting techniques.
  • Provide a comprehensive view of Cisco Unified CCX ACD operations to include basic contact center build-up, scripting, agent and supervisor desktop configurations, advanced scripting topics, and reporting.
  • Describe how to install, configure and use features found in Cisco Unified CCX Premium such as, Outbound Dialer, Agent Email, Agent Web Chat, and Automatic Speech Recognition (ASR) and Text-to-Speech (TTS).
  • Understand how to maintain and monitor a Cisco Unified CCX system.
The lesson includes these topics:
  • Overview
  • Course Goal and Objectives
  • Course Flow
  • Additional References
  • Your Training Curriculum
  • General Administration
  • Please Introduce Yourself
The lesson includes these activities:
  • None
Module 1: Cisco Unified CCX Product Overview
Provide a comprehensive overview of the Cisco Unified Contact Center Express product suite. This overview will cover descriptions of the product, compatibility, and hardware and software options, architecture, and sizing and ordering tools.
Upon completing this module, you will be able to identify and discuss the basic properties of Cisco Unified CCX. This ability includes being able to meet these objectives:
  • List the four different product packages and identify the features and capabilities of each package available in Cisco Unified CCX.
  • Describe the environment, components, and deployment models for Cisco Unified CCX.
  • Describe design considerations, terminology, and the tools used for designing and ordering Cisco Unified CCX products.

Lesson 1: Cisco Unified CCX Product Packages

This lesson discusses the four different purchasable product packages offered in the Cisco Unified Contact Center Express (CCX) family of products. The features and functions of the following will be discussed:

  • Cisco Unified IP Interactive Voice Response (IVR)
  • Cisco Unified CCX Standard
  • Cisco Unified CCX Enhanced
  • Cisco Unified CCX Premium
This lesson also describes the compatibility options for integration and the operating systems required for deployment.
Upon completing this lesson, you will be able to identify the different features and functions of the Cisco Unified CCX platform. This ability includes being able to meet these objectives:
  • Describe the four different product packages available in the Cisco Unified CCX family of products
  • Define the primary functions of Cisco Unified CCX
  • List the new features and options for Cisco Unified CCX version 11.0(1)
  • List the features and options available for each Cisco Unified CCX product package
  • Describe the compatibility options for Cisco Unified CCX version 11.0(1)
  • List the operating system options for various Cisco Unified CCX related programs
  • List the supported hardware platforms available for Cisco Unified CCX
  • List maximum capacities for Cisco Unified CCX Release 11.0(1)
The lesson includes these topics:
  • Cisco Unified CCX Product Family
  • Feature Changes In Version 11
  • 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
The lesson includes these lab activities:
  • None
Lesson 2: Cisco Unified CCX Architecture Upon completing this lesson, you will be able to understand how Cisco Unified CCX exists in a variety of environments to produce different caller experiences. This ability includes being able to meet these objectives:
  • Define and describe the most common applications found in the Cisco Unified CCX environment
  • Define the two cluster components of Cisco Unified CCX
  • Describe the datastores in the Cisco Unified CCX database and the type of data that they contain
  • List the deployment models in which Cisco Unified CCX may be employed
The lesson includes these topics:
  • The Cisco Unified CCX Environment
  • Cisco Unified CCX Cluster Components
  • Cisco Unified CCX Datastores
  • Cisco Unified CCX Deployment Models
The lesson includes these lab activities:
  • None
Lesson 3: Designing Cisco Unified CCX
This lesson describes the processes and tools used for designing and ordering Cisco Unified Contact Center Express (Cisco Unified CCX) products. Sizing a Cisco Unified CCX deployment is accomplished by using Erlang calculators and the Unified Communications Sizing Tool.
Upon completing this lesson, you will be able to understand and use the tools for designing and ordering Cisco Unified CCX products. This ability includes being able to meet these objectives:
  • Discuss design considerations and define terminology used in sizing a Cisco Unified CCX system
  • Describe Erlang calculators
  • Describe the use of the Unified Communications Sizing Tool
  • Summarize network considerations that can be found in the Cisco Unified CCX Design Guide
The lesson includes these topics:
  • Design Considerations and Terminology
  • Call Center Sizing Calculations
  • Unified Communications Sizing Tool
  • Network Considerations from the Cisco Unified CCX Design Guide
The lesson includes these lab activities:
  • None
Module 2: Cisco Unified CCX Installation and Configuration
Provide a complete description of the Cisco Unified CCX installation process, the configuration required with an overview of most common configuration web pages, and describe the call flow processes needed to establish a call on Cisco Unified CCX. Upon completing this module, you will be able to install and set up Cisco Unified CCX. This ability includes being able to meet these objectives:
  • Describe and illustrate a complete view of the installation and upgrade processes for Cisco Unified CCX single-server and high-availability deployments
  • Find and use the most common management functions for Cisco Unified CCX such as the Cisco Unified CCX Administration web pages and Supervisor and User web pages.
  • Understand the basic terms, concepts, and configuration requirements that are needed to establish and service a call on Cisco Unified CCX
Lesson 1: Installing Cisco Unified CCX
This lesson describes and illustrates a complete view of the installation process for Cisco Unified Contact Center Express (Cisco Unified CCX) single-server and high-availability deployments. Additionally, this lesson discusses the upgrade process and virtualization.
Upon completing this lesson, you will be able to install Cisco Unified CCX. This ability includes being able to meet these objectives:
  • List requirements and options of the installation process
  • Describe the single-server or first node installation process
  • Describe the single-server or first node setup process
  • Describe the second node installation and setup processes
  • Describe the requirements and summarize installing Cisco Unified CCX in a VM
  • Describe how to locate and access installation log files
  • Understand the various upgrade requirements and procedures for CCX in a virtualized environment
The lesson includes these topics:
  • 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
The lesson includes these lab activities:
  • None
Lesson 2: Managing Cisco Unified CCX
Cisco Unified Contact Center Express (Cisco Unified CCX), being a robust interactive voice response (IVR) and automatic call distribution (ACD) application, has many management interfaces. To be effective in managing Cisco Unified CCX, you must be aware of what management interfaces are available, where they are, and how to use them. This lesson discusses the most common management functions for Cisco Unified CCX such as the Cisco Unified CCX administrative web pages, supervisor and user web pages and Cisco Finesse Administration.
Upon completing this lesson, you will be able to locate, manage, and configure Cisco Unified CCX properties. This ability includes being able to meet these objectives:
  • Describe Cisco Unified Communications Manager configuration requirements
  • Find and use Cisco Unified CCX management web pages
  • Describe and summarize subsystem properties
  • Describe the administration tools in Cisco Unified CCX
  • Describe how to access and use the Supervisor and User web pages
  • Describe Finesse Administration
  • Summarize the Cisco Unified CCX operating system utilities
The lesson includes these topics:
  • Cisco Unified Communications Manager Administration
  • Cisco Unified CCX Administration
  • Cisco Unified CCX Subsystems
  • Administration Tools
  • Supervisor and User Web Pages
  • Cisco Finesse Administration
  • Serviceability and Maintenance Summaries
The lesson includes these lab activities:
  • Lab 2-1: Review Cisco Unified CCX Installation
Lesson 3: Configuring Basic Properties of Cisco Unified CCX
Cisco Unified Contact Center Express (Cisco Unified CCX) has certain requirements to accept and handle calls, whether it is deployed as Cisco Unified IP Interactive Voice Response (Cisco Unified IP IVR) or some version of Cisco Unified CCX. This lesson covers the basic terms, concepts, and configuration requirements that are needed to establish and service a call on Cisco Unified CCX.
Upon completing this lesson, you will be able to understand the call flow process and set up configuration properties to accept a call. This ability includes being able to meet these objectives:
  • Define terms that are associated with the call flow process
  • Describe the call flow process that is required for a call to be connected to the Cisco Unified CCX system
  • Describe the configuration items that must be in place for a call contact to be accepted
  • Describe configuration wizards in Cisco Unified CCX
The lesson includes these topics:
  • Call Flow Terms Defined
  • The Cisco Unified CCX Call Flow
  • Basic Cisco Unified CCX Configuration
  • Configuration Wizards
The lesson includes these lab activities:
  • Lab 2-2: Provisioning Telephony and Media
Module 3: Cisco Unified CCX Scripting
Describe the Cisco Unified CCX script editor, how it is installed and how to implement common IVR scripting techniques.
Upon completing this module, you will be able to install and use the Cisco Unified CCX Script Editor. This ability includes being able to meet these objectives:
  • Describe how to install and use the Cisco Unified CCX Script Editor and perform many of the tasks needed to create or modify a script
  • Describe how to create a basic IVR script that will answer a call, respond with an announcement, speak the calling number and disconnect the call
  • Describe how to prompt and collect information from a caller, manipulate contact information, and how to transfer a call
  • Describe how to add a Java Database (JDBC)-compliant driver, set up the Database subsystem, and use database script steps
  • Describe the principles behind loops, counting loops, exiting loops, and making decisions by evaluating conditional expressions
  • Describe how to create system generated prompts, confirm caller input, and customize prompt usage
Lesson 1: Understanding Script Editor Basics
The Cisco Unified CCX Script Editor is a fundamental component of Cisco Unified Contact Center Express (Cisco Unified CCX). No voice-based inbound customer interactions can happen without a valid script. Understanding Cisco Unified CCX scripting is an essential part of understanding what Cisco Unified CCX can do and often has a direct effect on customer satisfaction. This lesson will describe how to install and use the Cisco Unified CCX Script Editor and perform many of the tasks needed to create or modify a script. This includes creating variables, placing script steps, validating a script, and debugging a script.
Upon completing this lesson, you will be able to describe the major functions of the script editor and how to use them. This ability includes being able to meet these objectives:
  • Describe how to install the Cisco Unified CCX Script Editor
  • Describe how to access and use the script editor
  • Describe the four steps required for a script to be uploaded and available for processing a call
  • Describe what debugging is, why it is needed, and how to initiate a debug session
The lesson includes these topics:
  • Understanding Script Editor Basics
  • Knowing the Script Editor
  • Script Management
  • Debugging a Script
The lesson includes these lab activities:
  • Lab 3-1: Understanding Script Editor Basics
Lesson 2: Creating a Basic IVR Script
This lesson discusses the basic Cisco Unified Contact Center Express (Cisco Unified CCX) script editor steps and procedures. To support this discussion, you will use the script editor to start a simple workflow script that will answer a call, respond with an announcement, speak the calling number and disconnect the call.
Upon completing this lesson, you will be able to create a simple interactive voice response (IVR)-type script used to answer a call, play a prompt, and disconnect the call. This ability includes being able to meet these objectives:
  • Describe how to start a blank script or a script from a template
  • Describe the steps used for starting and ending a call
  • Describe the basic steps required to play a message to a caller
The lesson includes these topics:
  • Starting a New Script
  • Starting and Ending a Script and a Call
  • Additional Steps for Playing a Message
The lesson includes these lab activities:
  • Lab 3-2: Start Your New Locator Script
Lesson 3: Prompting and Collecting Information
This lesson discusses the Cisco Unified Contact Center Express (Cisco Unified CCX) Script Editor Steps and procedures for accepting dual tone multi-frequency (DTMF) input from a caller. Procedures for accepting speech from a caller are covered in a later lesson. To support the discussion, we will use the Script Editor to enhance the Locator workflow script to accept caller input.
Upon completing this lesson, you will be able to add functionality to the script using the steps to collect information from the caller to determine the caller’s objectives. This ability includes being able to meet these objectives:
  • Describe steps that are commonly used to prompt and collect information from a caller
  • Describe steps used to collect audio and user information from a caller
  • Describe how to use the Set step to assign information into a variable
  • Describe how to get and set contact information
  • Describe how to use the Call Redirect step to transfer a call
The lesson includes these topics:
  • Common Prompt and Collect steps
  • Additional Prompting Steps
  • Assigning Variable Information
  • Getting and Setting Contact Information
  • Transferring a call
The lesson includes these lab activities:
  • Lab 3-3: Prompting and Collecting Information from a Caller
Lesson 4: Accessing an External Database
To automate basic transactions, Cisco Unified Contact Center Express (Cisco Unified CCX) scripts make use of the enterprise databases of the customer for information about callers, available services, and/or business guidelines. This lesson discusses the processes used to setup and access an external database. This includes adding a Java Database (JDBC)-compliant driver, setting up the Database subsystem, and using database script steps.
Upon completing this lesson, you will be able to add functionality to a script using steps to acquire information from a supported Structured Query Language (SQL) database. This ability includes being able to meet these objectives:
  • Describe the architecture and supported databases for external database access
  • Describe the requirements for setting up the Database Subsystem
  • Describe how to use the Cisco Unified CCX database steps
The lesson includes these topics:
  • Database Access Overview
  • Setting up the Database Subsystem
  • Using Database Steps
The lesson includes these lab activities:
  • Lab 3-4: Accessing a Database
Lesson 5: Making Decisions
Almost every script, to be an effective script, will need to implement some form of looping logic and be able to make decisions. This lesson discusses the principles behind loops, counting loops, exiting loops, and making decisions by evaluating conditional expressions.
Upon completing this lesson, you will be able to understand and implement looping logic in a script. This ability includes being able to meet these objectives:
  • Describe the steps used to create a loop
  • Describe steps that are used for counting
  • Describe steps used in making decisions
The lesson includes these topics:
  • Steps used to create a loop
  • Steps Used for Counting
  • Decision Steps
The lesson includes these lab activities:
  • Lab 3-5: Loops, Counters, and Decision Making
Lesson 6: Confirming Caller Input
Confirming a caller’s input can sometimes greatly enhance a caller’s experience. This lesson discusses those steps you can use to create system generated prompts, confirm caller input, and customize prompt usage.
Upon completing this lesson, you will be able to confirm a caller’s input using a variety of editor steps. This ability includes being able to meet these objectives:
  • Describe how to create and use a generated prompt
  • Describe how to confirm caller input
  • Describe conditional prompt steps
The lesson includes these topics:
  • Creating Generated Prompts
  • Confirmation Steps
  • Conditional Prompt Steps
The lesson includes these lab activities:
  • Lab 3-6: Confirming Caller Input
Module 4: Cisco Unified CCX ACD Operations
Provide a comprehensive view of Cisco Unified CCX ACD operations to include basic contact center build-up, scripting, agent and supervisor desktop configurations, advanced scripting topics, and reporting.
Upon completing this module, you will be able to set up, script, and customize Cisco Unified CCX. This ability includes being able to meet these objectives:
  • Describe Cisco Unified CCX, the components, desktops, and how to setup and configure ACD properties for a Cisco Unified CCX installation
  • Understand the basic flow of a Cisco Unified CCX ACD script and describe scripting steps required to create one
  • Describe how to use Cisco Finesse Administration to customize a contact center
  • Apply advanced scripting techniques to determine agent availability, apply holiday routing, generate email, and use HTTP enabled applications
  • Describe how to install, configure and use real-time and historical reports
Lesson 1: Implementing Cisco Unified CCX
This lesson provides an overview of Cisco Unified Contact Center Express (Cisco Unified CCX) as seen as an automatic call distribution (ACD) application. There are many different components that make the capability of an ACD possible. This lesson describes Cisco Unified CCX, the components, desktops, and how to setup and configure ACD properties for a Cisco Unified CCX installation.
Upon completing this lesson, you will be able to implement a basic call center. This ability includes being able to meet these objectives:
  • Define Cisco Unified CCX and its major ACD components
  • Describe the Cisco Unified CCX desktop client configuration tool
  • Describe the features and configuration properties of Cisco IP Phone Agent
  • Describe the features of Cisco Finesse Agent Desktop and its installation
  • Describe the features of Cisco Finesse Supervisor Desktop and its installation
  • Describe the call flow process from the agent selection point of view
  • Configure ACD properties for Cisco Unified CCX
The lesson includes these topics:
  • ACD Components Defined
  • Cisco Finesse IP Phone Agent
  • Cisco Finesse Agent Desktop
  • Cisco Finesse Supervisor Desktop
  • The Call Flow Revisited
  • Configuring Cisco Unified CCX ACD Properties
The lesson includes these lab activities:
  • Lab 4-1: Configuring Cisco Unified CCX
Lesson 2: Scripting Fundamentals for Cisco Unified CCX
Cisco Unified Contact Center Express (Cisco Unified CCX) only distinguishes the difference between an interactive voice response (IVR) script and an automatic call distribution (ACD) script by virtue of the scripting steps used. This lesson covers those steps utilized to provide basic ACD operations.
Upon completing this lesson, you will be able to build a basic Cisco Unified CCX script. This ability includes being able to meet these objectives:
  • Describe the typical flow of an ACD script
  • Describe the ACD steps used in the Cisco Unified CCX Editor
The lesson includes these topics:
  • Basic Cisco Unified CCX Script Design
Cisco Unified CCX Script Steps The lesson includes these lab activities:
  • Lab 4-2: Cisco Unified CCX Scripting
Lesson 3: Using Desktop Administration
Desktop administration has changed significantly since earlier versions of Cisco Unified Contact Center Express (Cisco Unified CCX). All the properties of the Cisco Desktop Administrator are now present in two different interfaces because of the many enhancements to its operation and the functions it controls. This includes designating properties for Cisco Unified Presence and Agent Email. This lesson describes how to install and use the Cisco Desktop Administration to customize a contact center.
Upon completing this lesson, you will be able to utilize Desktop Administration to customize your contact center. This ability includes being able to meet these objectives:
  • Describe how to access Cisco Finesse Administration
  • Describe how to manage settings
  • Describe how to manage call variable layouts
  • Describe how to manage desktop layouts
  • Describe how to manage phone books
  • Describe how to manage reason and wrap-up codes
  • Describe how to manage workflows
  • Describe how to manage team resources
  • Describe how to implement call recording
The lesson includes these topics:
  • Sign In to Cisco Finesse Administration
  • Settings
  • Manage Call Variables Layout
  • Manage Desktop Layout
  • Phone Books
  • Reason Codes
  • Workflows
  • Team Resources
  • Call Recording Using Cisco MediaSense
The lesson includes these activities:
  • Lab 4-3: Using Finesse Administration and Call Recording
Lesson 4: Advanced Cisco Unified Contact Center Express Scripting Topics
Just implementing automatic call distribution (ACD) operations is often not enough for a call center. Almost always there is a need to perform routing based on time of day, day of the week and holidays. In many cases, there is a need to pull and manipulate data for decision-making purposes. This lesson covers those types of activities.
Upon completing this lesson, you will be able to perform many of the ancillary functions required in most call centers. This ability includes being able to meet these objectives:
  • Describe Context Service
  • Describe how to implement day of week, time of day, and holiday routing
  • Describe how to use subflows, real-time data, and exception handling
  • Describe basic data manipulation techniques
  • Describe how to send email from a script and use HTTP applications
The lesson includes these topics:
  • Context Service
  • Day of Week, Time of Day, and Holiday Routing
  • Using Subflows, Real-time Data, and Exception Handling
  • Manipulating Data
  • Using Email and HTTP Applications
The lesson includes these lab activities:
  • Lab 4-4: Advanced Cisco Unified CCX Scripting Techniques
Lesson 5: Using Cisco Unified CCX Reports
Cisco Unified Contact Center Express (Cisco Unified CCX) provides you with a reporting system that reports on interactive voice response (IVR) and contact center activities. Cisco Unified CCX also offers reports from a real-time perspective, report gadgets for Cisco Finesse and reports from a historical perspective. Real-time reports are accessed from the administration and supervisor web pages, and historical reports are accessed from Cisco Unified Intelligence Center (Cisco Unified IC). This lesson describes how to install, configure, and use real-time and historical reports.
Upon completing this lesson, you will be able to install and access real-time and historical reports. This ability includes being able to meet these objectives:
  • Describe the real-time and historical reporting options available in Cisco Unified CCX version 11.0(1)
  • Describe how to install and view real-time reports
  • Describe how to access, view and schedule historical reports with Cisco Unified IC
The lesson includes these topics:
  • Cisco Unified CCX Reporting Options
  • Real-time Reporting
  • Cisco Unified IC
The lesson includes these lab activities:
  • Lab 4-5: Cisco Unified Contact Center Express Reporting
Module 5: Cisco Unified Contact Center Express Premium Functions
Describe how to install, configure and use features found in Cisco Unified CCX Premium such as, Outbound Dialer, Agent Email, Agent Web Chat, and Automatic Speech Recognition (ASR) and Text-to-Speech (TTS).
Upon completing this module, you will be able to install and set up several of the Cisco Unified CCX premium functions. This ability includes being able to meet these objectives:
  • Describe outbound dialing, dialing modes, configurations, and how to use the Cisco Outbound Dialer.
  • Describe how to configure and use Agent Email and Agent Web Chat.
  • Describe how to integrate with ASR and TTS technologies, the use of grammars, and how to script for ASR and TTS activities in a Cisco Unified CCX script.
Lesson 1: Configuring the Outbound Dialer
There are typically four types of dialing modes in today's outbound ACD systems: predictive, progressive, preview, and direct preview. Cisco Unified Contact Center Express (Cisco Unified CCX) now incorporates the direct preview, predictive, and progressive dialing for agent-based campaigns and progressive and predictive dialing for IVR-based campaigns. Agent-based Outbound dialing features provide outbound dialing functionality in addition to existing Cisco Unified CCX inbound capabilities. This feature allows agents who are not busy with inbound calls to handle outbound calls as well. The Outbound IVR feature supports two types of dialing modes namely progressive and predictive. Each dialer dials an appropriate number of contacts to make efficient use on the available system resources. This lesson describes outbound dialing, dialing modes, configurations, and how to use the Cisco Outbound Dialer.
Upon completing this lesson, you will be able to implement an Outbound Dialer solution. This ability includes being able to meet these objectives:
  • Describe the capabilities, limitations and define the dialing modes of the Outbound Dialer
  • Describe configurations that are common for all types of outbound dialing
  • Describe the call flow process and the configuration properties needed to implement Outbound IVR dialing
  • Describe agent-based progressive and predictive dialing and the associated configuration properties
  • Describe direct preview dialing and the associated configuration properties
  • Describe the reports available for the Outbound Dialer
  • Outline useful troubleshooting information
The lesson includes these topics:
  • Outbound Dialer Overview
  • Common Outbound Configurations
  • Outbound IVR Dialing
  • Agent Based Progressive and Predictive Outbound Dialing
  • Outbound Direct Preview Dialing
  • Outbound Dialer Reports
  • Troubleshooting Information
The lesson includes these lab activities:
  • Lab 5-2: Outbound Preview Dialing
Lesson 2: Configuring Agent Email and Agent Web Chat
The Agent Email and Agent Web Chat features are tightly integrated into Cisco Finesse and Cisco SocialMiner, with controls built into the Cisco Finesse desktop. It queues and routes emails to staffed and skilled agents, facilitates the creation of the agent’s response, and provides a collection of real-time and historical reports that help measure email performance accurately. Web chat provides entry-level features for managing customer interaction through the company website. Supervisors can blend voice and chat operations with the ability to allocate chat contacts while an agent is on a voice call. This lesson describes how to configure and use Agent Email and Agent Web Chat.
Upon completing this lesson, you will be able to set up the Agent Email and Agent Web Chat features. This ability includes being able to meet these objectives:
  • Define Agent Email and Web Chat and summarize the routing process for each
  • Describe the common configuration properties required for both Agent Email and Web Chat
  • Describe the configuration properties specific to Agent Email
  • Describe the configuration properties specific to Agent Web Chat
The lesson includes these topics:
  • Email and Web Chat Overview
  • Common Configurations
  • Agent Email Configuration
  • Agent Web Chat Configurations
The lesson includes these lab activities:
  • Lab 5-3: Agent Email and Web Chat
Lesson 3: Understanding ASR and TTS
The Cisco Unified CCX product uses a standards based Media Resource Control Protocol (MRCP) to exchange information between the Cisco Unified CCX server and speech servers. MRCP compliant speech servers can be purchased from Nuance and IBM. These speech servers must be purchased directly from the manufacturers, distributors, or partners. This lesson describes how to integrate with Automatic Speech Recognition (ASR) and text-to-speech (TTS) technologies, the use of grammars, and how to script for ASR and TTS activities in a Cisco Unified Contact Center Express (Cisco Unified CCX) script.
Upon completing this lesson, you will be able to add functionality to a Cisco Unified CCX script application to acquire information from a caller in the form of spoken phrases using ASR and to deliver information to the caller in the form of spoken text using TTS. This ability includes being able to meet these objectives:
  • Describe common terminology and supported vendors for speech-enabled applications
  • Describe how to provision ASR and TTS servers
  • Describe grammars and how they are used in an ASR deployment
  • Describe the script editor steps used in the ASR mode
  • Describe spoken names and how to upload them to Cisco Unified CCX
  • Describe how to deploy TTS technology in a script
The lesson includes these topics:
  • MRCP ASR and TTS Overview
  • Provisioning ASR and TTS Servers
  • Grammars
  • Script Editor Steps
  • Spoken Names
  • Text-to-Speech
The lesson includes these lab activities:
  • Lab 5-4: Spoken Names and Automatic Speech Recognition
Module 6: Cisco Unified CCX Maintenance
Describe how to implement maintenance activities using Cisco RTMT and the disaster recovery system.
Upon completing this module, you will be able to perform many of the maintenance activities necessary to keep your system running smoothly. This ability includes being able to meet these objectives:
  • Understand, install, and use the Cisco Unified RTMT
  • Describe how to backup and restore a Cisco Unified CCX system using the Disaster Recovery System
Lesson 1: Using Cisco Unified RTMT
Each Cisco product that uses the Unified Communications Operating System has its own version of the Cisco Unified Real-Time Monitoring Tool (Cisco Unified RTMT). In this lesson, we will discuss the properties and how to use Cisco Unified RTMT for the Cisco Unified CCX product.
Upon completing this lesson, you will be able to install and use Cisco Unified RTMT. This ability includes being able to meet these objectives:
  • Explore the basic concepts and install the Cisco Unified RTMT
  • Describe installing Cisco Unified RTMT
  • Describe performance counters in Cisco Unified RTMT
  • Describe alert messages, log file collection, job status, and the syslog viewer
The lesson includes these topics:
  • Cisco Unified RTMT Concepts
  • Installing Cisco Unified RTMT
  • Performance Monitoring
  • Tools
The lesson includes these lab activities:
  • Lab 6-1: Using the Cisco Unified Real-time Monitoring Tool
Lesson 2: Using the Disaster Recovery System
This lesson provides an overview of the Disaster Recovery System, describes how to use the Disaster Recovery System, and provides procedures for completing various backup related tasks and restore related tasks.
Upon completing this lesson, you will be able to describe the components of DRS and perform a backup. This ability includes being able to meet these objectives:
  • Describe DRS
  • Describe how to perform a backup
  • Summarize the restoration process
The lesson includes these topics:
  • DRS Overview
  • Performing Backups
  • Restoring a Backup
The lesson includes these lab activities:
  • None


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