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

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Description

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Overview:

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

Prerequisite(s):

Knowledge of IP telephony concepts, CUCM, Cisco IP phones & Communicator, MS SQL Server & MS Windows

Audience:

Cisco Unified Communications system channel partners and resellers; system engineers; customers deploying and maintaining Cisco Unified Contact Center Express products

Outline:

Lesson 1: Cisco Unified CCX Product Overview

  • Cisco Unified CCX Product Packages
  • Cisco Unified CCX Architecture
  • Designing Cisco Unified CCX

Lesson 2: Cisco Unified CCX Installation and Configuration

  • Installing Cisco Unified CCX
  • Managing Cisco Unified CCX
  • Configuring Basic Properties of Cisco Unified CCX

Lesson 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

Lesson 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
  • Using Cisco Unified CCX Reports

Lesson 5: Cisco Unified Contact Center Express Premium Functions

  • Configuring the Outbound Dialer
  • Configuring Agent Email and Agent Web Chat
  • Understanding ASR and TTS

Lesson 6: Cisco Unified CCX Maintenance

  • Using Cisco Unified RTMT
  • Using the Disaster Recovery System

Lesson 7: UCCX Reports

  • Using Cisco Unified CCX Reports (Pre-v10.0)
  • Managing Cisco Unified Intelligence Center (CUIC)
  • Using Cisco Unified CCX Reports (CUIC)

Lesson 8: Cisco Unified CCX Maintenance

  • Using Cisco Unified RTMT
  • Using the Disaster Recovery System

Additional information

Length

5 days

Guaranteed to run

No