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Deploying Cisco Unified Contact Center Express (UCCX)

Course Description Schedule Course Outline

About this Course

This course teaches you how to deploy Cisco Unified Contact Center Express and Cisco Unified IP Interactive Voice Response (IVR) as contact center solutions. Through hands-on experience, you will gain knowledge of the tasks that are typically performed during contact center deployment including planning, installation and configuration, scripting and troubleshooting.

Who should attend

  • Cisco Unified Communications system channel partners and resellers
  • System Engineers
  • Professionals deploying and maintaining Cisco Unified Contact Center Express products.
  • Professionals deploying and maintaining new UCCX v10.6 technologies such as MediaSense, Finesse and Cisco Unified Intelligence Center

Class Prerequisites

  • Internetworking Fundamentals
  • Basic IP Telephony Concepts
  • Cisco Unified Communications Manager
  • Cisco IP Phones
  • Cisco IP Communicator
  • Contact Center Operations

What You Will Learn

By the end of this course, you should be able to:

  • Provide product descriptions, compatibility, hardware and software options, architecture, and sizing and ordering tools of the Cisco Unified Contact Center Express product suite.
  • Describe the Cisco Unified CCX script editor, how it is installed and how to implement common IVR scripting techniques.
  • Provide an overview 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 including Remote Monitoring, Outbound Dialer, Agent Email, Agent Web Chat, and Automatic Speech Recognition (ASR) and Text-to-Speech (TTS).
  • Describe how to implement and administer the following:
    • Cisco's Finesse Web-based agent desktop to include call variables, reasons, workflows, desktop layouts.
    • MediaSense as a recording server.
    • Cisco Unified Intelligence Center for reporting.
  • Understand how to maintain and monitor a Cisco Unified CCX system.

Follow On Courses

Outline: Deploying Cisco Unified Contact Center Express (UCCX)

Module 1: Cisco Unified CCX Product Overview
  • Cisco Unified CCX Product Packages
  • Cisco Unified CCX Architecture
  • Designing Cisco Unified CCX
Module 2: Cisco Unified CCX Installation and Configuration
  • Installing Cisco Unified CCX
  • Managing Cisco Unified CCX
  • Configuring Basic Properties of Cisco Unified CCX
Module 3: Cisco Unified CCX Scripting
  • Installing the Cisco Unified CCX Script Editor
  • Creating a Basic IVR Script
  • Prompting and Collecting Information
  • Accessing an External Database
  • Making Decisions
  • Confirming Caller Input
Module 4: Cisco Unified CCX ACD Operations
  • Implementing Cisco Unified CCX
  • Scripting Fundamentals for Cisco Unified CCX
  • Using Desktop Administration
  • Advanced Cisco Unified Contact Center Express Scripting Topics
Module 5: Cisco Unified Contact Center Express Premium Functions
  • Using Remote Monitoring
  • Configuring the Outbound Dialer
  • Configuring CAD Agent Email and Agent Web Chat
  • Understanding ASR and TTS
Module 6: Deploying UCCX v10.6 Functions
  • Implementing Cisco Finesse
  • Implementing Media Sense Call Recording
  • Configuring Finesse Agent Email
  • Configuring Finesse Agent Web Chat
Module 7: UCCX Reports
  • Using Cisco Unified CCX Reports (Pre-v10.0)
  • Managing Cisco Unified Intelligence Center (CUIC)
  • Using Cisco Unified CCX Reports (CUIC)
Module 8: Cisco Unified CCX Maintenance
  • Using Cisco Unified RTMT
  • Using the Disaster Recovery System
  • Review Cisco Unified CCX Installation
  • Provisioning Telephony and Media
  • Using the Cisco Unified CCX Script Editor
  • Start Your New Script
  • Prompt and Collect Information from a Caller
  • Access a Database
  • Loops, Counters, and Decision-Making
  • Confirming Caller Input
  • Configuring Cisco Unified CCX
  • Cisco Unified CCX Scripting
  • Using the Cisco Desktop Work Flow Administrator
  • Advanced Cisco Unified CCX Scripting Techniques
  • Cisco Unified CCX Reporting (Legacy, Optional)
  • Remote Monitoring (Optional)
  • Outbound Preview Dialing
  • Agent E-Mail and Web Chat (Legacy, Optional)
  • Spoken Names and Automatic Speech Recognition (Optional)
  • Deploying Cisco Finesse for UCCX
  • Implementing Unified CM - Based MediaSense Call Recording
  • Using Finesse 3rd Party Gadgets
  • Configuring Finesse Web Chat and Agent Email
  • Managing Cisco Unified Intelligence Center (CUIC)
  • Using the Cisco Unified Real-Time Monitoring Tool (RTMT)
Classroom Training

Duration 5 days

  • United States: US$ 3,695
  • Cisco Learning Credits: 37 CLC
Enroll now
Online Training
  • United States: US$ 3,695
  • Cisco Learning Credits: 37 CLC
Enroll now