Course Description
This course provides the student with experience and knowledge of tasks typically performed during Contact Center deployment. This includes the deployment of Unified Contact Center Express (Unified CCX and Unified IP IVR as contact center solutions.
Who Should Attend: Employee Channel Partner / Reseller
Prerequisite(s) or Equivalent Knowledge: Prerequisite Comments:Internetworking Fundamentals Basic IP Telephony Concepts Cisco CallManager Deployment Cisco IP Phones, SoftphonesContact Center Operations MS SQL 2000, MSDE Databases
Agenda
Lesson 1: Cisco Unified Contact Center Express Product Overview
- Cisco Unified Contact Center Express Product Packages
- Cisco Unified Contact Center Express Architecture
- Cisco Unified Contact Center Express Design and Order Tools
Lesson 2: Installing and Configuring Cisco Unified Contact Center Express
- Installing Cisco Unified Contact Center Express
- Cisco Unified Contact Center Express Management
- Call Process and Basic Cisco Unified Contact Center Express Configuration
Lesson 3: Cisco Unified Contact Center Express Scripting
- Cisco Unified Contact Center Express Script Editor
- Creating a Basic IVR Script
- Prompting and Collecting Information
- Accessing an External Database
- Loops, Counters, and Decision Making
Confirming Caller Input
Lesson 4: Cisco Unified Contact Center Express ACD Operations
- Cisco Unified Contact Center Express
- Cisco Unified Contact Center Express Scripting Fundamentals
- Cisco Desktop Work Flow Administrator Fundamentals
- Advanced Cisco Unified Contact Center Express Scripting Topics
- Cisco Unified Contact Center Express Reporting
Lesson 5: Cisco Unified Contact Center Express Premium Functions
- Remote Monitoring
- Outbound Preview Dialer
- Agent Email
- Automatic Speech Recognition and Text-to-Speech
Lesson 6: Cisco Unified Contact Center Express Maintenance Tools
- Real-Time Monitoring Tool
- Cisco Unified Analysis Manager
- Disaster Recovery System
Comments
Virtual Cisco® Deploying Cisco® Unified Contact Center Express (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.