• 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 e-Mail contacts, harness VXML capabilities, and speak text information
• Develop contact center applications to distribute calls based on caller input, agent skills, or call priorities
• roubleshoot the CRS installation and workflows

5 days

Before attending this class, you should have a working knowledge of internetworking fundamentals and basic IP telephony concepts, including how calls are processed via H323; Cisco CallManager deployment experience; an understanding of Microsoft Windows 2000; and SQL Database experience.

Additionally, it is beneficial to have a familiarity with or basic knowledge of the following: Cisco IP Phones and IP Softphones, IVR and ICD elements, XML and VXML, Contact Center Operations, and VoIP and Gateway Installations.

• ICND (Interconnecting Cisco Network Devices)
• CVOICE (Cisco Voice over IP)
• CIPT1 (Cisco IP Telephony Part 1)
• Microsoft Windows 2000 Client Administration

Systems gbineers and other technical professionals who will be responsible for deploying or managing the Customer Response Solutions (CRS) product.

1. CRS Overview

2. CRS Installation and Configuration

3. CRS Application Editor

4. Basic Steps

5. Caller Input

6. Database Access

7. Logical Operations

8. Caller Transfer

9. Java Objects

10. Enhanced Workflow Steps

11. Automatic Speech Recognition

12. Text-to-Speech

13. E-Mail Contacts

14. ICD Overview and Configuration

15. ICD Operations Lab

16. Session Management

17. Reports

18. VXML and Voice Browser

Hands-On Labs