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Deploying Cisco Unified Contact Center Express (UCCXD) v2.0 5 days Lecture/lab
Course outline

Lesson 1: CRS 4:0 Products Overview

Lesson 2: CRS Design and Ordering

Lesson 3: CRS Installation and Configuration

Lesson 4: CRS Script Editor

Lesson 5: Basic Script Editor Steps

Lesson 6: Caller Input

Lesson 7: Database Access

Lesson 8: Logical Operations

Lesson 9: Caller Transfer

Lesson 10: Additional Editor Steps

Lesson 11: MRCP Speech Technologies

Lesson 12: VXML and Example Scripts

Lesson 13: Configuring Unified Contact Center Express

Lesson 14: Desktop Administration

Lesson 15: Remote Monitoring

Lesson 16: CRS Reports

Lesson 17: Cisco Security Agent

Lesson 18: Backup and Restore Process

Lesson 19: Servicing and Troubleshooting

Lesson 20: CRS 4:5 Overview

Lesson 21: CRS 4:5 Installation

Lesson 22: CRS 4:5 Administration

Lesson 23: CRS 4:5 Contact Center
Course labs

Lab 2-1: Sizing and Ordering Exercise
Lab 3-1: Review the CRS Installation
Lab 3-2: Provisioning Telephony and Media
Lab 3-3: Test Your CRS Installation
Lab 3-4: Install the CRS Script Editor
Lab 4-1: Download and Debug a Script
Lab 5-1: Start Your New Physician Locator Script
Lab 6-1: Collect Caller Input
Lab 7-1: Access a Database
Lab 8-1: Create Logical Operations
Lab 9-1: Making Caller Transfers
Lab 10-1: Using Expressions for Holidays
Lab 10-2: Record Prompts Using an Application
Lab 10-3: Placing Outbound Calls
Lab 10-4: Using Session Management
Lab 11-1: Enable Auto Attendant for ASR
Lab 11-2: Test ASR Confirmation Techniques
Lab 11-3: Simple TTS Test
Lab 12-1: Test Example Scripts, VXML
Lab 13-1: Provisioning Unified CCX
Lab 13-2: Installing Agent and Supervisor Desktops
Lab 13-3: Evaluating a Sample Script: icd.aef
Lab 13-4: Using the Cisco Supervisor Desktop
Lab 13-5: Debug and Observe the Script
Lab 13-6: Configure IP Phone Agent
Lab 14-1: Using Desktop Administration
Lab 14-2: Testing Resource Group CSQs
Lab 14-3: Testing Skills Group CSQs
Lab 15-1: Using Remote Monitoring
Lab 16-1: Using CRS Reporting

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