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Deploying Cisco Unified Contact Center Express
Duration
5 Days
Course
CSC-UCCXD
Available Formats
Classroom Training, Online Training
Course Description
Overview
The Deploying Cisco Unified Contact Center Express (UCCXD) v6.0 course is designed for systems engineers who will be responsible for deploying the Cisco Unified Contact Center Express (Unified CCX) and Cisco Unified IP Interactive Voice Response (Unified IP IVR) products.Objectives
Upon completion of the course, you will be able to:
- Provide a comprehensive overview of the Cisco Unified Contact Center Express product suite
- Provide a complete description of the Cisco Unified CCX installation process, the configuration required with an overview of most common configuration web pages, and describe the call flow processes needed to establish a call on Cisco Unified CCX
- Describe the Cisco Unified CCX script editor, how it is installed and how to implement common IVR scripting techniques
- Provide a comprehensive view of Cisco Unified CCX ACD operations to include basic contact center build-up, scripting, agent and supervisor desktop configurations, advanced scripting topics, and reporting
- Describe how to install, configure and use features found in Cisco Unified CCX Premium such as, Outbound Dialer, Agent Email, Agent Web Chat, and Automatic Speech Recognition (ASR) and Text-to-Speech (TTS)
- Understand how to maintain and monitor a Cisco Unified CCX system
Audience
- Channel Partners and Resellers
- Customers
- Employees
Prerequisites
-
It is recommended, but not required, that students have basic knowledge of:
- Internetworking Fundamentals
- Basic IP Telephony Concepts
- Cisco Unified Communications Manager
- Cisco IP Phones
- Cisco IP Communicator
- Contact Center Operations
Topics
Course Outline
- Module 1: Cisco Unified CCX Product Overview
- Module 2: Cisco Unified CCX Installation and Configuration
- Module 3: Cisco Unified CCX Scripting
- Module 4: Cisco Unified CCX ACD Operations
- Module 5: Cisco Unified CCX Premium Functions
- Module 6: Cisco Unified CCX Maintenance
- Guided Lab 1: Review Cisco Unified Contact Center Express Installation
- Guided Lab 2: Provisioning Telephony and Media
- Guided Lab 3: Understanding Script Editor Basics
- Guided Lab 4: Start Your New Locator Script
- Guided Lab 5: Prompt and Collect Information from a Caller
- Guided Lab 6: Accessing a Database
- Guided Lab 7: Loops, Counters, and Decision-Making
- Guided Lab 8: Confirming Caller Input
- Guided Lab 9: Configuring Cisco Unified Contact Center Express
- Guided Lab 10: Cisco Unified Contact Center Express Scripting
- Guided Lab 11: Using Finesse Administration and Call Recording
- Guided Lab 12: Advanced Cisco Unified Contact Center Express Scripting Techniques
- Guided Lab 13: Cisco Unified Contact Center Express Reporting
- Guided Lab 14: Outbound Preview Dialing
- Guided Lab 15: Agent Email and Web Chat
- Guided Lab 16: Spoken Names and Automatic Speech Recognition
- Guided Lab 17: Using the Cisco Unified Real Time Monitoring Tool
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- Same in-demand topics as instructor-led public and private classes.
- Standalone learning or supplemental reinforcement.
- e-Learning content varies by course and technology.
- View the Self-Paced version of this outline and what is included in the SPVC course.
- Learn more about e-Learning
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