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 Thursday, November 20, 2008   

 
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Course Details:

Course Title: Cisco IPCC Express & IP IVR Deployment (CRSD) v4.0
Prerequisites: Basic IP telephony concepts, including how calls are processed via H323
                        Voice Essentials: Basic Telephony and IP Telephony
                        Cisco CallManager deployment and configuration, hands-on experience
                        Windows 2000
                        Database access experience 
Course Length: 5 Days
Class Times: 8:30am – 4:30pm
Course Cost: $2995.00
 
Cisco IPCC Express & IP IVR Deployment (CRSD) 4.0 course provides the student with hands-on experience and knowledge of tasks typically performed during Contact Center deployment. This includes the deployment of both IP IVR and IPCC Express as a contact center solution. Tasks include planning, installation, configuration, scripting, troubleshooting and application creation.
 

Material Covered:

 
  • Learn about CRS products to enable a design for end users
  • Install and configure a CRS Engine and CRS Editor
  • Configure the CallManager to support CRS Applications
  • Develop IP-IVR and IP ICD applications, workflows
  • Build and troubleshoot a Contact Center application
  • Configure the ICD Desktop Enterprise to facilitate screen pops, and third-party application integration.
  • Understand the new features of CRS 4.0

Course Outline:


 
Course Introduction

Cisco CRS 4.0 Products Overview

Design and Configuration

Installation & System Configuration / Lab

Installation & System Configuration Troubleshooting

CRS Script Editor / Lab

Basic Script Editor Steps / Lab

Caller Input / Lab

Database Access / Lab

Logical Operations / Lab

Caller Transfer Lab

Additional Editor Steps / Lab

Advanced Scripting

MRCP Speech Server Configuration (ASR,TTS) / Lab

IPCC Express Overview and Configuration / Lab

IPCC Express Desktop Administration / Lab

Supervisor Remote Monitoring

Real Time and Historical Reports / Lab

Cisco Security Agent

Backup and Restoring a CRS Cluster

Troubleshooting

Mastery Exercise

 

   

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