Course Description
This course, Deploying Cisco� Unified Contact Center Express (UCCXD) v6.0, provides the student with hands-on experience and knowledge of tasks typically performed during contact center deployment.
COURSE OBJECTIVES:Upon completing this course, the learner will be able to meet these overall objectives:Provide a comprehensive overview of the Cisco Unified Contact Center Express product suite. This overview will cover descriptions of the product, compatibility, and hardware and software options, architecture, and sizing and ordering tools.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, Remote Monitoring, 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
Agenda
Cisco Unified Contact Center Express v8.0 Product Overview
- Cisco Unified Contact Center Express v8.0 Product Packages
- Cisco Unified Contact Center Express v8.0 Architecture
- Cisco Unified Contact Center Express v8.0 Design and Order Tools
Installing and Configuring Cisco Unified Contact Center Express v8.0
- Installing Cisco Unified Contact Center Express v8.0
- Cisco Unified Contact Center Express v8.0 Management
- Call Process and Basic Cisco Unified Contact Center Express v8.0 Configuration
Cisco Unified Contact Center Express v8.0 Scripting
- Cisco Unified Contact Center Express v8.0 Script Editor
- Creating a Basic IVR Script
- Prompting and Collecting Information
- Accessing an External Database
- Loops, Counters, and Decision Making
- Confirming Caller Input
Cisco Unified Contact Center Express v8.0 ACD Operations
- Cisco Unified Contact Center Express v8.0
- Cisco Unified Contact Center Express v8.0 Scripting Fundamentals
- Cisco Desktop Work Flow Administrator Fundamentals
- Advanced Cisco Unified Contact Center Express v8.0 Scripting Topics
- Cisco Unified Contact Center Express v8.0 Reporting
Cisco Unified Contact Center Express v8.0 Premium Functions
- Remote Monitoring
- Outbound Preview Dialer
- Agent Email
- Automatic Speech Recognition and Text-to-Speech
Cisco Unified Contact Center Express v8.0 Maintenance Tools
- Real-Time Monitoring Tool
- Cisco Unified Analysis Manager
- Disaster Recovery System
Audience
The primary audience for this course is as follows:Cisco Unified Communications system channel partners and resellersSystem engineersCustomers deploying and maintaining Cisco Unified Contact Center Express products.
Comments
Virtual Cisco® Unified Contact Center Express & Unified IP IVR Deployment v4.0 (UCCXD) Online Live training option
Imagine an industry-leading classroom training experience from wherever you have access to the Internet.
The Virtual Online Live events listed here gives you an effective and proven online virtual learning experience with the freedom to attend virtually from anywhere.
There is also an option of experiencing Online Live from one of the many national partner centers where a computer and headset will be provided for you.
This rich and engaging virtual classroom environment lets you conveniently interact with instructors and other students.
You will hear and see your instructor as they teach the course and answer your questions via voice or text.
Choose the online live virtual training option and you can access the recorded version even after the class has finished.
The onDemand labs give you access to the same client and server technologies covered in class so you can test, apply and hone your skills by accessing the labs before and even after the class.
Technical Requirements: a computer or laptop with a modern browser and high speed internet access along with one or two monitors.