Objective: Provide students with the knowledge and skills to implement Cisco IP Contact Center & Interactive Voice Response (IVR) systems; prepare students for the Cisco IPCC Express & IP IVR Deployment exam.

Prerequisites: CCVP certification or Cisco IP Telephony Bootcamp training or 3 months of Cisco IP Telephony experience 

Target Audience: Cisco voice engineer assigned to IPCC projects and as well those seeking Cisco IP Contact Center certificate.

[Request more information about IPCC training]

[Download Implementing Cisco IPCC Express camp course brochure]

IPCC Tuition: $1,100

Current Retake Policy: Students are granted the following retake option (assuming the same course)

a. retake once within six months: free

b. retake between six months and 1-1/2 year: pay 50% of the tuition

c. retake between 1-1/2 and 2 years: pay 75% of the tuition

See schedule

Cisco CRS/IPCC Overview
CRS Topology; Performance criteria
CRS Products; How Contacts Happen
CRS Application Example
Lab: Installation & System Configuration

CRS Application Editor
CRS Editor Overview; Managing your scripts
Prompt Management; Debug Function; Trace Files

Basic steps using Editor
Start a New Application; Start/End
Accept/Terminate; Annotate
Play Prompt; Delay; Get Call Contact Info
Lab: Create CRS Applications with Editor

Call Input
Label; Goto; Get Digitl String; Extended Get Digit String
Menu; Set; Name of Address

Dabasebase Access
Database Overview; DB Read; DB Get; DB Write
DB Release; DB Step Branches

Logical Operations
Increment; Decrement; If; Switch; Call Subflow
Create Generated Prompt

Call Transfer
Day of Week; Time of Day; Call Redirect
Set Contact info; Get Contact info
Lab: Java Objects and Enhanced Workflow

Automatic Speech Recognition
Grammar; Grammar Steps;
Deployment; Installation; Configuration
Initialization; ASR-Enabled Steps

Text-to-Speech
Deployment; Installation
Configuration; Initialization
TTS Operations; Troubleshooting

Email Contacts
Configure the e-Mail Subsystem
E-mail Contact Steps
HTTP Application Triggers

IPCC Express Desktop Administration
Cisco Desktop Administration
IPCC Express Enterprise Data Configuration
Desktop Configuration; Personnel Configuration

Reports
Real Time Reporting
LabL Application Design Practices

Course Assessment