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IPCC Express & IP IVR Deployment

Course Details:

  • Days: 5
  • Course Code: CIDRSD
  • Booking: Please ring 08450 504 505


This five-day instructor-led course provides delegates with hands-on experience and knowledge of tasks typically performed during Contact Centre deployment. This includes the deployment of IP IVR and IP ICD as a contact centre solution. Tasks include planning, installation, configuration, troubleshooting and application creation.

This course is intended for systems engineers, Cisco AVVID Partners, and customers who will be charged with deploying the Customer Response Solutions (CRS) product.


Delegates are required to meet the following prerequisites:

  • Internetworking fundamentals.
  • Basic IP telephony concepts, including how calls are processed via H323.
  • Voice Essentials: Basic Telephony and IP Telephony.
  • Cisco Call Manager deployment and configuration, hands-on experience.
  • Microsoft Windows 2000.
  • SQL Database Experience.

Additionally, it is beneficial to have a familiarity or basic knowledge of the following :

  • Cisco IP Phones and IP Softphones.
  • Java data types.
  • IVR and ICD elements.
  • XML and VXML
  • Contact Centre operations, VoIP and gateway installation

Delegates will learn how to

  • Design and plan a contact centre 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 centre applications to distribute calls based on caller input, agent skills, or call priorities.
  • Troubleshoot the CRS installation and workflows.

Course Outline

Course Introduction

  • Course Objectives
  • Contact Centre Specialization
  • Learner Skills and Knowledge
  • General Administration

CRS Overview

  • CRS Topology
  • Performance Criteria
  • CRS Products
  • CRS Components
  • How Contacts Happen
  • CRS Application Example
  • What's new in CRS3.5/3.1
  • IPCC Express vs IPCC Enterprise

CRS installation and configuration

  • CRS 3.5 Supported Platforms
  • Licensing Issues
  • CRS Installation and Configuration
  • Installation of Cisco Client Applications

CRS Application Editor

  • CRS Editor Overview
  • Managing your Scripts
  • Prompt Management
  • Debug Function
  • Trace Files

Basic Steps

  • Start a new Application
  • Start/End
  • Accept/Terminate
  • Annotate
  • Play Prompt
  • Delay
  • Get call Contact Info

Caller Input

  • Label
  • Goto
  • Get Digit String
  • Extended Get Digit String
  • Menu
  • Set
  • Name To Address

Database Access

  • Database Overview
  • Database Read
  • Database Get
  • Database Write
  • Database Release
  • Database Step Branches
  • Learner Skills and Knowledge

Logical Operations

  • Increment
  • Decrement
  • If
  • Switch
  • Call Subflow
  • Create Generated Prompt

Caller Transfer

  • Day of Week
  • Time of Delay
  • Call Redirect
  • Set Contact Info
  • Get Contact Info

Java Objects

  • Create Java Object
  • Create Remove Java Object
  • Execute Java Method
  • Set/Get Java Properties

Enhanced Workflow Steps

  • Recording
  • Place Call
  • Get User Info
  • Set user Info

Automatic Speech Recognition

  • Overview
  • Grammars
  • Grammar Steps
  • Deployment
  • Installation
  • Configuration
  • Initializations
  • ASR- Enabled Steps

Text to Speech

  • General Overview
  • Deployment
  • Installation
  • Configuration
  • Initialization
  • TTS Operation
  • Troubleshooting

Email Contacts

  • Configure the Email Subsystem
  • Email Contact Steps
  • HTTP Application Triggers

IPCC Express Overview and Configuration

  • IPCC Express Products Overview
  • IPCC Express Common Feature Sets
  • IPCC Express Enhanced Feature Sets
  • IPCC Express Components
  • Configure IPCC Express
  • IPCC Express Steps
  • Cisco Agent and Supervisor Desktops
  • Create and test an IPCC Express Environment

IPCC Express Desktop Administration

  • Cisco Desktop Administrator
  • IPCC Express Enterprise Data Configuration
  • Desktop Configuration
  • Personnel Configuration


  • Real-Time Reporting
  • Historical Reporting


  • Overview
  • Voice Browser Step
  • VXML Examples
  • VXML Demo

Recording .wav files for CRS

Defining ODBC databases for CRS applications

Application design practices

  • Objectives
  • Overview
  • Design Guidelines
  • Design and Deployment Steps
  • Callflows
  • Know your Callers
  • rompts
  • ASR Prompts
  • Announcements
  • enus
  • Programming Guidelines
  • Physician Locator

ICD SPAN Port configuration

  • Introduction
  • Span on the Catalyst 2900XL/3500XL/2950 Switches
  • Span on the Catalyst 4000, 5000, and 6000 Series
  • Performance Impact on SPAN on the Different Catalyst Platforms


For more information or to apply please call 08450 50 45 05 or complete the form below;


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