Customer Response Solutions Deployment

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
· Cisco IP Phones and IP Softphones
· Java data types
· IVR and ICD elements
· XML and VXML
· Contact Center Operations
· VoIP and gateway installation

Course Content:
Cisco Customer Response Solutions (CRS) 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

Course Outline:
· CRS Overview
· CRS Installation and Configuration
· CRS Application Editor
· Basic Steps
· Caller Input
· Database Access
· Logical Operations
· Caller Transfer
· Java Objects
· Enhanced Workflow Steps
· Automatic Speech Recognition
· Text-to-Speech
· Email Contacts
· ICD Overview and Configuration
· ICD Operations Lab
· Session Management
· Reports
· VXML and Voice Browser
· Mastery Quiz
· Appendix: Installing Cisco CRA
· Appendix: Recording .wav Files for CRS
· Appendix: Defining ODBC Databases for CRS Applications
· Appendix: Comparing CRA2.x to CRS3.0
· Appendix: CRS Historical Report Examples Remove, now on CD
· Appendix: Application Design Practices
· Appendix: SPAN Port Configuration

Who Should Attend:
Employee / Customer / Channel Partner/Reseller