CRSD v3.1 (IPCC Express and IP-IVR Deployment)

Convergent Communications, Inc.
Silver Spring, MD, United States

Course Format: Classroom | E-learning | Virtual Class | Online | On-site | Blended | Self-paced

Course Description:

'' IPCC Express and IP-IVR Deployment is an instructor-led course presented by training partners to Systems Engineers, Cisco AVVID Partners, and customers who will be charged with deploying the Customer Response Solutions (CRS) product.

This course provides the student with hands-on experience and knowledge of tasks typically performed during Contact Center deployment. This includes the deployment of IP IVR and IP ICD as a contact center solution. Tasks include planning, installation, configuration, troubleshooting and application creation.

Course Objectives

After completing this course the student should be able to:

Design and plan a contact center implementation of CRS to include IP IVR and IP ICD
Conduct the installation of all components of CRS to include the operating systems, CRS applications, and client tools such as the Cisco Application Editor
Conduct the proper configuration of all CRS components
Build workflow applications to answer incoming calls, access databases, respond to spoken instructions, generate email contacts, harness VXML capabilities, and speak text information
Develop contact center applications to distribute calls based on caller input, agent skills, or call priorities
Troubleshoot the CRS installation and workflows

Cisco CRS Overview
CRS Topology
CRS Products
Hardware and Software Components
New and Improved Functions
Installation and Configuration
Installing CRS Software
CallManager for CRS
CRS Subsystems
Dedicated Servers
Client Plug-ins
CRS Application Editor
Navigating the Application Editor
Creating, Deleting, and Editing Variables
Validating an Application
Testing and Debugging
Uploading Scripts
Basic Steps
Simple Workflow Application
Adding Comments
Voice Prompts
Ending Calls
Maintain and Debug the Workflow App
Caller Input
apturing Caller Response
Menu of Options
Application Logic
Assigning and Modifying Variable Values
Database Access
Connect to the Database
Reading Information
Reference DB Locations
Writing Information
Closing DB Connections
Logical Operations
Applying Boolean Logic
Creating and Modifying Counters
Redirect Application
Caller Transfer
Subflows
Date and Time Ranges
Transfer Calls
Get Associated Information
Designating Calls as Completed
Java Objects
Creating Objects
Manipulating Specific Information for an Object
Access or Modify Information for an Object

Enhanced Workflow Steps
Record Audio Input
Place Outbound Calls
Get/Set User Information
Automatic Speech Recognition
ASR Technology Components
Grammers
Deploying ASR
Using Grammer Steps
Text to Speech
TTS Technology
Install and Configure TTS
TTS Enable a CRS Application
Troubleshoot TTS
Email Contacts
Configure Email Subsystem
Creating and Sending email
Overview of Document Steps
Call Subflow and HTTP Trigger Functions
IPCC Express Overview and Configuration
Cisco IPCC Express overview
Installing IPCC Express plug-ins
CRS Editor ICD Steps
Configuring IPCC Express
Develop, Configure, and Test Applications
IPCC Express Desktop Administration
IPCC Express Enterprise Data
Work Flows, Personnel, and Teams
Macro-activated Tasks
Screen-Pops and Macros
Third Party Applications
Session Management Capabilities
Reports
Real Time Reports
Historical Reporting Client
Analyzing Historical Reports
Backup and Restore
VoiceXML
VoiceXML Technology
Voice Browser
VXML Capabilities ...''

Phone:301 565-0138 Ext 6027

School Address:

1110 Bonifant Street
Suite 400
Silver Spring, MD
United States - 20910
Phone : 301 565 0138
Fax : 301 565 8159

Jobs & Resumes: Silver Spring
Houses & Roommates: Silver Spring

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