Instructor-led training
UCCX 10.6: Deploying Cisco Unified Contact Center Express (UCCX) Training in Honolulu, Hawaii
This course, Deploying Cisco Unified Contact Center Express (UCCX) v10.6 provides the student with hands-on experience and knowledge of tasks typically performed during contact center deployment.
What you'll learn
This course, Deploying Cisco Unified Contact Center Express (UCCX) v10.6
provides the student with hands-on experience and knowledge of tasks
typically performed during contact center deployment. This includes the
deployment of Cisco Unified Contact Center Express and Cisco Unified IP
Interactive Voice Response (IVR) (Cisco Unified CCX and Cisco Unified IP
IVR) as contact center solutions. Tasks include planning, installation,
and configuration, scripting, and troubleshooting
Prerequisites
To fully benefit from this course, students should have the following
prerequisite skills and knowledge: Internetworking Fundamentals Basic IP
telephony concepts Cisco Unified Communications Manager Cisco IP phones,
Cisco IP Communicator Contact Center operation
Course Outline
Module 1: Cisco Unified CCX Product Overview
- Lesson 1: Cisco Unified CCX Product Packages
- Lesson 2: Cisco Unified CCX Architecture
- Lesson 3: Designing Cisco Unified CCX
Module 2: Cisco Unified CCX Installation and Configuration
- Lesson 1: Installing Cisco Unified CCX
- Lesson 2: Managing Cisco Unified CCX
- Lesson 3: Configuring Basic Properties of Cisco Unified CCX
Module 3: Cisco Unified CCX Scripting
- Lesson 1: Installing the Cisco Unified CCX Script Editor
- Lesson 2: Creating a Basic IVR Script
- Lesson 3: Prompting and Collecting Information
- Lesson 4: Accessing an External Database
- Lesson 5: Making Decisions
- Lesson 6: Confirming Caller Input
Module 4: Cisco Unified CCX ACD Operations
- Lesson 1: Implementing Cisco Unified CCX
- Lesson 2: Scripting Fundamentals for Cisco Unified CCX
- Lesson 3: Using Desktop Administration
- Lesson 4: Advanced Cisco Unified Contact Center Express Scripting Topics
Module 5: Cisco Unified Contact Center Express Premium Functions
- Lesson 1: Using Remote Monitoring
- Lesson 2: Configuring the Outbound Dialer
- Lesson 3: Configuring CAD Agent Email and Agent Web Chat
- Lesson 4: Understanding ASR and TTS
Module 6: Deploying UCCX v10.6 Functions
- Lesson 1: Implementing Cisco Finesse
- Lesson 2: Implementing Media Sense Call Recording
- Lesson 3: Configuring Finesse Agent Email
- Lesson 4: Configuring Finesse Agent Web Chat
Module 7: UCCX Reports
- Lesson 1: Using Cisco Unified CCX Reports (Pre-v10.0)
- Lesson 2: Managing Cisco Unified Intelligence Center (CUIC)
- Lesson 3: Using Cisco Unified CCX Reports (CUIC)
Module 8: Cisco Unified CCX Maintenance
- Lesson 1: Using Cisco Unified RTMT
- Lesson 2: Using the Disaster Recovery System
Labs:
- Lab 2-1: Review Cisco Unified CCX Installation
- Lab 2-2: Provisioning Telephony and Media
- Lab 3-1: Using the Cisco Unified CCX Script Editor
- Lab 3-2: Start Your New Script
- Lab 3-3: Prompt and Collect Information from a Caller
- Lab 3-4: Access a Database
- Lab 3-5: Loops, Counters, and Decision-Making
- Lab 3-6: Confirming Caller Input
- Lab 4-1: Configuring Cisco Unified CCX
- Lab 4-2: Cisco Unified CCX Scripting
- Lab 4-3: Using the Cisco Desktop Work Flow Administrator
- Lab 4-4: Advanced Cisco Unified CCX Scripting Techniques
- Lab 4-5: Cisco Unified CCX Reporting (Legacy, Optional)
- Lab 5-1: Remote Monitoring (Optional)
- Lab 5-2: Outbound Preview Dialing
- Lab 5-3: Agent E-Mail and Web Chat (Legacy, Optional)
- Lab 5-4: Spoken Names and Automatic Speech Recognition (Optional)
- Lab 6-1: Deploying Cisco Finesse for UCCX
- Lab 6-2: Implementing Unified CM – Based MediaSense Call Recording
- Lab 6-3: Using Finesse 3rd Party Gadgets
- Lab 6-4: Configuring Finesse Web Chat and Agent Email
- Lab 7-1: Managing Cisco Unified Intelligence Center (CUIC)
- Lab 8-1: Using the Cisco Unified Real-Time Monitoring Tool (RTMT)
Training locations
UCCX 10.6: Deploying Cisco Unified Contact Center Express (UCCX) training across the U.S. and beyond.
We provide UCCX 10.6: Deploying Cisco Unified Contact Center Express (UCCX) training onsite and live online for organizations throughout the United States and internationally.
- Denver
- Atlanta
- Phoenix
- Boston
- Sacramento
- Austin
- Salt Lake City
- Raleigh
- Columbus
- Nashville
- Indianapolis
- Richmond
- and more
View all UCCX 10.6: Deploying Cisco Unified Contact Center Express (UCCX) training locations
- Denver, Colorado
- Montgomery, Alabama
- Little Rock, Arkansas
- Atlanta, Georgia
- Juneau, Alaska
- Indianapolis, Indiana
- Honolulu, Hawaii
- Trenton, New Jersey
- Springfield, Illinois
- Providence, Rhode Island
- Boston, Massachusetts
- Phoenix, Arizona
- Sacramento, California
- Dover, Delaware
- Tallahassee, Florida
- Boise, Idaho
- Richmond, Virginia
- Des Moines, Iowa
- Topeka, Kansas
- Frankfort, Kentucky
- Baton Rouge, Louisiana
- Augusta, Maine
- Annapolis, Maryland
- Lansing, Michigan
- Saint Paul, Minnesota
- Jackson, Mississippi
- Jefferson City, Missouri
- Helena, Montana
- Lincoln, Nebraska
- Carson City, Nevada
- Concord, New Hampshire
- Santa Fe, New Mexico
- Albany, New York
- Raleigh, North Carolina
- Bismarck, North Dakota
- Columbus, Ohio
- Oklahoma City, Oklahoma
- Salem, Oregon
- Harrisburg, Pennsylvania
- Columbia, South Carolina
- Pierre, South Dakota
- Nashville, Tennessee
- Austin, Texas
- Salt Lake City, Utah
- Montpelier, Vermont
- Olympia, Washington
- Charleston, West Virginia
- Madison, Wisconsin
- Cheyenne, Wyoming
- Hartford, Connecticut
- Toronto, Canada
- Berlin, Germany
- Stockholm, Sweden
- London, United Kingdom
- Dublin, Ireland
Train your team with HSG
Private, instructor-led training customized for your organization.
- Onsite or live online delivery
- Customized curriculum
- Training for groups of 3 or more
- Flexible scheduling
- Experienced instructors
Questions? Call us at 303.377.6176
or email info@hartmannsoftware.com
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