The IP Contact Center Express Implementation exam validates knowledge and skills needed for implementing the IP Contact Center Express (IPCCX) product. It covers planning and designing a deployment; installing and configuring the IPCC Express software; creating self service work flows; configuring routing and queuing; setting up agents and supervisors; creating agent screen pops; generating reports; and troubleshooting.
Exam Topics
The following information provides general guidelines for the content likely to be included on the exam. However, other related topics may also appear on any specific delivery of the exam.
IPCCX Overview
Identify the Contact Center architecture elements and identify the functions of those elements
Describe how the IPCCX interacts with the Contact Center architecture elements
Describe the purpose and function of IP Telephony (LDAP) Directory
Describe the purpose, responsibilities, functions, and capabilities of the IPCCX Server
Identify and describe the purpose and function of each of the IPCCX Subsystems
Describe the purpose and function of JTAPI Subsystem
Describe the purpose and function of Database Subsystem
Describe the purpose and function of Media Subsystem
Describe the purpose and function of ICD Resource Manager Subsystem
Describe the purpose and function of Application Subsystem
Describe the purpose and function of HTTP Subsystem
Describe the purpose and function of Email Subsystem
Describe the features of a call state
Explain the purpose and benefits of subflows for scripts
Explain the details and categories for historical reporting
Describe the serviceability features for the Cisco IPCCX
Describe the failover support for the Cisco IPCCX applications
Describe the purpose of the Cisco IPCCX Editor
Describe the process for how IPCCX applications are loaded
IPCCX Installation and System Configuration
List the steps/process for installing a IPCCX server
Identify the components to be configured for IPCCX
Describe the differences between and the purpose of CTI Ports and CTI Route Points
Identify the procedures for configuration of CTI Ports in Call Manager
Identify the procedures for configuration of CTI Route Points in Call Manager
Identify the procedures for configuration of the Cisco IPCCX Server
Identify the procedures for configuration of the JTAPI subsystem
Describe the purpose and function of CTI Port Group and how to configure
Describe the process to add IPCCX applications
Identify the procedures for configuration of Enterprise Database subsystem
Identify the procedures for configuration of the Email subsystem
Identify the procedures for configuration of the Media subsystem
Identify procedures for adding IPCCX type users
Identify procedures for adding JTAPI user
Identify procedures for adding RMCM user
Identify procedures for adding ICD user
Application Editor
Describe the layout and purpose of each window of the Cisco IPCCX Editor
Describe how to create and test applications, scripts, and flows
Basic Steps
Define and describe the purpose of each of the basic steps
Describe how to configure the Play Prompt step
Caller Input
Define and describe the purpose and configuration of each of the Caller Input steps
Define the branches, purposes, and configurations of the Get_Digit_String and Menu step
Database Access
Define and describe the purpose and configuration of each of the Database steps
Define the branches, purposes, and configurations of the DB Read, DB Write, DB Get steps
Logical Operation
Define and describe the purpose and configuration of each of the Logical Operation steps
Caller Transfer Lab
Define and describe the purpose and configuration of each of the Caller Transfer steps
Define the branches, purposes, and configurations of the Redirect step
Java Objects
Define and describe the purpose and configuration of each of the JAVA steps
IPCCX Enhanced WorkFlow Steps
Define and describe the purpose and configuration of each of the Workflow steps
Automatic Speech Recognition
Describe the purpose and capabilities of Cisco IPCCX for Automatic Speech Recognition
Text-to-Speech
Describe the purpose and capabilities of Cisco IPCCX for Text-to-Speech
Email Operations
Define and describe the purpose and configuration of each of the Email steps
Create and send email messages and documents
ICD Overview and Configuration
Define the Cisco IP ICD product, capabilities, and limitations
Define the installation procedures for ICD, including CallManager configuration and agent desktops
Define and describe the purpose and configuration of each of the ICD steps
ICD Operations
Describe the features in ICD Enhanced
Describe the features available to supervisors and users
Determine what applications are used by supervisors and agents
Reports
Describe Real Time and Historical Reporting functionality
Generate Real Time and Historical Reports
Recommended Training
IPCC Express and IP IVR Deployment (CRSD) is the recommended training for this exam.
Courses listed are offered by Cisco Learning Partners, the only authorized source for Cisco IT training delivered exclusively by Certified Cisco Instructors. Check the Global Learning Partner Locator for a Cisco Learning Partner near you.
Additional Resources
A variety of Cisco Press Self Study titles may be available for this exam and may be purchased through the Cisco Bookstore in the Cisco Marketplace, directly through Cisco Press, or wherever you purchase technical books.
