Objectives and Scope:
Participants of this four-day course will learn to administer the components of the Cisco Unified Contact Center Express solution, including the Cisco CallManager, Cisco CRS Express platform, and Cisco Agent Desktop Product Suite. Through hands-on lab study, participants will gain the knowledge to configure system components and features, generate reports and monitor the system, as well as learn troubleshooting techniques.

Pre-requisites: 
Basic telecommunications and data networking knowledge is recommended.

Upon completion of this course you will be able to:

• Identify Cisco Unified Contact Center Express hardware, software and basic call flow

• Understand the functionality of Cisco Voice Gateway, Cisco CallManager, Cisco CRS Express Platform, Cisco Agent/Supervisor Desktop

• Understand through demonstration a working Cisco Unified Contact Center Express system and verbalize a call flow

• Understand the integration of the components through an overview of the configuration of each of the components

• Administer individual components of Cisco Unified Contact Center Express -
  
  

  -	CallManager: add contact center phones, users, and associate devices with users
  -	CRS Application Editor: create basic scripts and record prompts
  -	CRS Configuration for Express: add skills, resource groups, teams, supervisors, and customer service queues; map skills to agents; configure scripts and applications
  -	Agent/Supervisor Desktops: configure agent user interface, workflow, enterprise data

• Monitor scripts and system

• Create historical reports from standard templates

• Understand the configuration of multiple components in a Unified Contact Center Express environment

• Understand basic troubleshooting tools and techniques
   

Recommended Attendees include those responsible for:

• Administering the CallManager (adding agent phones)

• Administering the agent desktop (including functionality and workflow automation)

• Creating and/or modifying IVR script applications and contact center ACD functionality

Typical Titles Include:

• Network Administrator

• Contact Center Manager

Tuition:

• Minneapolis Training Center-  $2,300 per student

Duration:  4 days

Cancellation Policy:
Click here for Cancellation Policy

Registration:

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Cancellation Policy

Participant Cancellation: Enrolled Participants are expected to attend the classes for which they are registered unless circumstances require cancellation or sending a substitute.  In the event of participant cancellation, written or e-mail notice of cancellation must be received at least ten (10) business days prior to the scheduled start of the class.  This advance notice allows for possible enrollment of other possible participants who may be on a waiting list.  Failure to provide written notification of a substitute attendee will result in a cancellation fee of 25% of the course tuition for the participant.  In the event of participant substitution, the enrolled participant is responsible to provide Spanlink with the name of the substitute participant at least one (1) business day prior to the scheduled start of the class.

Spanlink Cancellation: Spanlink reserves the right to cancel, postpone, or reschedule a class at any time if deemed necessary.  If a class needs to be cancelled or rescheduled, we will notify you as soon as possible to allow you to cancel travel arrangements.  While we strive to hold all scheduled classes as scheduled, there are occasionally circumstances that require us to cancel or postpone a particular class.

If you have any questions regarding this policy, please contact your course instructor or email us at training@spanlink.com.

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