IP Contact Center Express Implementation Exam

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.

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

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.

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.

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