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Deploying Cisco Unified Contact Center Express v6.0


Course Description


Overview

Deploying Cisco Unified Contact Center Express (UCCXD) v6.0 is an instructor-led course which, provides students with hands-on experience and knowledge of tasks typically performed during contact center deployment. This includes the deployment of Cisco Unified Contact Center Express (Unified CCX) and Cisco Unified IP Interactive Voice Response (IP IVR) as contact center solutions. Tasks include planning, installation, configuration, scripting, and troubleshooting
 

Audience

This course is intended primarily for:
  • Cisco Unified Communications system channel partners and resellers
  • System Engineers
  • Customers deploying and maintaining Cisco Unified Contact Centre Express products
 

Prerequisites

The knowledge and skills that a learner must have before attending this course is as follows:
  • Internetworking fundamentals
  • Basic IP telephony concepts
  • Cisco Unified Communications Manager
  • Cisco IP phones, Cisco IP Communicator
  • Contact Centre operations
 

Key topics

Course Introduction
  • Overview
  • Learner Skills and Knowledge
  • Course Goal and Objectives
  • Course Flow
  • Additional References
Module 1: Cisco Unified CCX Product Introduction
  • 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
  • Understanding Script Editor Basics
  • 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 Finesse Administration and call recording
  • Advanced Scripting Topics for Cisco CCX
  • Using Cisco Unified CCX Reports
Module 5: Cisco Unified CCX Premium Functions
  • Configuring the Outbound dialer
  • Configuring Agent Email and Agent Web Chat
  • Understanding ASR and TTS
Module 6: Cisco Unified CCX Maintenance
  • Using Cisco Unified RTMT
  • Using the Disaster Recovery System
The labs for this course are:
  • Review Cisco Unified contact center express installation
  • Provisioning Telephony and Media
  • Understanding Script Editor Basics
  • Start your new locator script
  • Prompt and collect information from a caller
  • Accessing a database
  • Loops, Counters, and Decision-Making
  • Confirming caller input
  • Configuring Cisco Unified Contact center Express
  • Cisco Unified Contact Center Express Scripting
  • Using Finesse Administration and call recording
  • Advanced Cisco Unified Contact center Express scripting techniques
  • Cisco unified contact center express reporting
  • Outbound preview dialing
  • Agent email and web chat
  • Spoken names and automatic speech recognition
  • Using the Cisco unified real time monitoring tool
 

Objectives

After the completion of this course, you will be able to:
  • Provide a comprehensive introduction of the Cisco Unified Contact Center Express product suite. This introduction 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 introduction 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.
  • To provide knowledge and hands-on deployment experiences for Unified Contact Center express and Unified IP IVR. Deployment tasks include planning, installation, configuration, administration, script development, agent and supervisor deployment, and troubleshooting

Course Duration

5 Days
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