UCCXD: Deploying Cisco Unified Contact Center Express - Connect2Classroom. This 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.
This course is based on UCCX v11.0 release.
Course objectives
After you complete this 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
Course content:
Modules:
• Cisco Unified CCX Product Introduction
• Cisco Unified CCX Installation and Configuration
• Cisco Unified CCX Scripting
• Cisco Unified CCX ACD Operations
• Cisco Unified CCX Premium Functions
• Cisco Unified CCX Maintenance
Labs:
• Lab 1: Review Cisco Unified CCX Installation
• Lab 2: Provisioning Telephony and Media
• Lab 3: Understanding Script Editor Basics
• Lab 4: Start your New Locator Script
• Lab 5: Prompt and Collect Information from a Caller
• Lab 6: Accessing a Database
• Lab 7: Loops, Counters, and Decision-Making
• Lab 8: Confirming Caller Input
• Lab 9: Configuring Cisco Unified CCX
• Lab 10: Cisco Unified CCX Scripting
• Lab 11: Using Finesse Administration and Call Recording
• Lab 12: Advanced Cisco Unified CCX Scripting Techniques
• Lab 13: Cisco Unified Contact Center Express Reporting
• Lab 14: Outbound Preview Dialing
• Lab 15: Agent Email and Web Chat
• Lab 16: Spoken Names and Automatic Speech Recognition
• Lab 17: Using the Cisco Unified Real-time Monitoring Tool
Audience:
Engineers involved in the deployment and maintenance of Unified Contact Center Express products
Prerequisites:
Attendees should meet the following prerequisites:
• Internetworking Fundamentals (ICND1 and ICND2 or CCNA) recommended
• Basic IP telephony concepts (CICD) recommended
• Cisco Unified Communication Manager deployments (CIPTV1) recommended
• Cisco IP Phones, Cisco IP Communicator
• Contact Center Operations
Language:
• English course material, English speaking instructor
Certification:
This course is recommended preparation for exam 500-052 - UCCXD: Deploying Cisco Unified Contact Center Express. This exam is required for the Cisco IP Contact Center Express Specialist Certification.