Cisco Unified Communications

CI-UCCX

Deploying Cisco Unified Contact Center Express

Duration: 5 Days

Who Should Attend

  • Cisco Unified Communications system channel partners and resellers
  • System engineers
  • Customers deploying and maintaining Cisco Unified Contact Center Express products
Dates
International dates
 
Europe
 
Date Country Location Language Register
18-11-2019 - 22-11-2019 AT Wien Deutsch Register
Cisco Career Certifications

This course is part of the following Certifications:

Prerequisites

The knowledge and skills that a learner must have before attending this course are as follows:

  • Understand Internetworking Fundamentals
  • Basic IP telephony concepts
  • Cisco Unified Communications Manager deployments
  • Cisco IP Phones
  • Cisco IP Communicator
  • Contact Center Operations
Course Content

This course provides you 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.

Course Objectives

Upon completing this course, you 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.
Course Outline

1: Cisco Unified CCX Product Overview
2: Cisco Unified CCX Installation and Configuration
3: Cisco Unified CCX Scripting
4: Cisco Unified CCX ACD Operations
5: Cisco Unified Contact Center Express Premium Functions
6: Cisco Unified CCX Maintenance

Further information

If you would like to know more about this course please contact us