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IPCC Express & IP IVR Deployment (CRSD) v4.0 5 days Lecture/lab
Course description
Cisco Customer Response Solutions (CRS) Deployment is an instructor-led course designed for individuals who will be deploying the Cisco 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.

Learning objectives
After you complete this course, you will be able to:
  • Design and plan a contact center implementation of CRS to include IP IVR and IP ICD
  • Install all components of CRS, including operating systems, CRS applications, and client tools such as the Cisco Application Editor
  • Configure 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
  • Configure the ICD Desktop Enterprise to facilitate screen pops, and third-party application integration.
  • Troubleshoot the CRS installation and workflows
Who should attend
CRSD is designed for Cisco customers and Channel Partners who deploy and maintain Cisco Unity systems.

Recommended prerequisites
  • Internetworking fundamentals
  • 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
  • Microsoft Windows 2000
  • SQL Database Experience
Related training
  • Unified Communication System Engineer (UCSE)
  • IP Contact Center Enterprise (IPCCE)

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