UCCXD: Deploying Cisco Unified Contact Center Express

This course is designed for systems engineers who will be responsible for deploying the Cisco Unified Contact Center Express (Unified CCX) and Cisco Unified IP Interactive Voice Response (Unified IP IVR) products.

This course is based on UCCX v11.0 release.

Audience

Engineers involved in the deployment and maintenance of Unified Contact Center Express products.

Prerequisites

Attendees should meet the following prerequisites:

• Internetworking Fundamentals (ICND1 and ICND2 or CCNA) recommended
• Basic IP telephony concepts (CICD) recommended.
• Cisco Unified Communication Manager deployments (CIPTV1) recommended.
• Cisco IP Phones, Cisco IP Communicator
• Contact Center Operations

Course objectives

After you complete this course you will be able to:

• Provide a comprehensive overview of the Cisco Unified Contact Center Express product suite
• 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, 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 content

Modules

Cisco Unified CCX Product Introduction
Cisco Unified CCX Installation and Configuration
Cisco Unified CCX Scripting
Cisco Unified CCX ACD Operations
Cisco Unified CCX Premium Functions
Cisco Unified CCX Maintenance

Labs

Lab 1: Review Cisco Unified CCX Installation
Lab 2: Provisioning Telephony and Media
Lab 3: Understanding Script Editor Basics
Lab 4: Start your New Locator Script
Lab 5: Prompt and Collect Information from a Caller
Lab 6: Accessing a Database
Lab 7: Loops, Counters, and Decision-Making
Lab 8: Confirming Caller Input
Lab 9: Configuring Cisco Unified CCX
Lab 10: Cisco Unified CCX Scripting
Lab 11: Using Finesse Administration and Call Recording
Lab 12: Advanced Cisco Unified CCX Scripting Techniques
Lab 13: Cisco Unified Contact Center Express Reporting
Lab 14: Outbound Preview Dialing
Lab 15: Agent Email and Web Chat
Lab 16: Spoken Names and Automatic Speech Recognition
Lab 17: Using the Cisco Unified Real-time Monitoring Tool

Certification

This course is recommended preparation for exam 500-052 - UCCXD: Deploying Cisco Unified Contact Center Express

This exam is required for the Cisco IP Contact Center Express Specialist Certification

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