UCCX 10.6: Deploying Cisco Unified Contact Center Express (UCCX) Training

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Yes, this class can be tailored to meet your specific training needs.
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Yes, group discounts are provided.

Course Description

 
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
Course Length: 5 Days
Course Tuition: $3290 (US)

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)

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