Cisco Unified Communications

• Call center experience
• Cisco IPCC Express & IP IVR Deployment (CRSD) training

After completing this course the student should be able to:

• Develop a technique for reviewing business rules to determine the deployment plan
• Review a hardware/software order sheet based on the business rules
• Deploy a CRS server with IPCC Express enhanced licensing
• Deploy and administer supervisor and agent desktop solutions
• Configure Cisco switches to allow for silent monitoring of agent phones
• Convert business rules into a call-flow design based on the requirements
• Develop complex scripts that perform database lookups, collect digits, and route calls to agents based on competency and availability and deliver enterprise data to agent desktops
• Test the scripting logic to verify that it meets the business requirements

Call-center customers use Cisco IP Contact Center (IPCC) Express Edition as an integrated, full-featured solution for managing customer voice contacts with all the benefits of the converged Cisco IP Telephony architecture. In the Cisco IPCC Express Deployment & Advanced Scripting course, students work through a real-life scenario to plan, deploy, and configure an IPCC Express solution. The course provides background for planning an implementation and hands-on experience deploying server and desktop software. The process includes configuring, scripting, and testing complex cal flows including database lookups for call routing and troubleshooting script failures.