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Deploying Unified Contact Center Express (UCCX)
Description
Deploying Cisco Unified Contact Center Express (UCCX) Course Introduction
Join our comprehensive 5-day instructor-led training on Deploying Cisco Unified Contact Center Express (UCCX), designed especially for Cisco partners, system engineers, and contact center professionals.
This course offers a perfect blend of theoretical groundwork and hands-on practical experience aimed at mastering the deployment and management of Cisco Unified Contact Center Express and Cisco Unified IP Interactive Voice Response (IVR) systems.
Throughout this training, you will gain in-depth knowledge and skills necessary for planning, installing, configuring, scripting, and troubleshooting within the Cisco UCCX framework. The curriculum is structured to ensure you understand the critical elements of contact center operations, from basic setup to complex functionalities.
By participating in dynamic, real-world exercises, you will learn to proficiently navigate and manage the UCCX environment.
This hands-on approach guarantees that you will leave the course fully prepared to implement and oversee Cisco’s sophisticated contact center solutions effectively. Enroll now to enhance your expertise in the fast-evolving domain of contact center technology, making you a valuable asset in this field.
Deploying Cisco Unified Contact Center Express (UCCX) Course Objectives
After completing this course, you will:
- Acquire a detailed understanding of the Cisco Unified Contact Center Express product suite, exploring its components, compatibility, architecture, hardware and software options, and ordering tools.
- Learn the Cisco Unified CCX installation process, including necessary configurations and an introduction to common configuration web pages.
- Gain proficiency in the Cisco Unified CCX script editor, learning how to create effective IVR scripts and familiarizing yourself with scripting techniques.
- Understand Cisco Unified CCX ACD (Automatic Call Distribution) operations, including basic and advanced scripting, agent and supervisor desktop configurations, and reporting.
- Master the installation, configuration, and usage of premium features like Remote Monitoring, Outbound Dialer, Agent Email, Web Chat, ASR, and TTS in Cisco Unified CCX.
- Develop skills to maintain and monitor a Cisco Unified CCX system effectively.
Prerequisites
For optimal learning experience, the recommended prerequisites include:
- A fundamental understanding of Internetworking.
- Basic knowledge of IP telephony concepts.
- Familiarity with Cisco Unified Communications Manager.
- Experience with Cisco IP phones and Cisco IP Communicator.
- An understanding of contact center operations.
Audience
This course is ideal for:
- Cisco Unified Communications system channel partners and resellers.
- System engineers.
- Customers responsible for deploying and maintaining Cisco Unified Contact Center Express products.
Deploying Cisco Unified Contact Center Express (UCCX) Course Outline
Product Overview
- Cisco Unified CCX Product Packages
- Cisco Unified CCX Architecture
- Designing Cisco Unified CCX
Installation and Configuration
- Installing Cisco Unified CCX
- Managing Cisco Unified CCX
- Configuring Basic Properties of Cisco Unified CCX
UCCX Scripting
- Understanding Script Editor Basics
- Creating a Basic IVR Script
- Prompting and Collecting Information
- Accessing an External Database
- Making Decisions
- Confirming Caller Input
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
Cisco Unified Contact Center Express Premium Functions
- Configuring the Outbound Dialer
- Configuring Agent Email and Agent Web Chat
- Understanding ASR and TTS (Automatic Speech Recognition and Text-to-Speech)
UCCX Maintenance
- Using Cisco Unified RTMT (Real-Time Monitoring Tool)
- Using the Disaster Recovery System
$3995.00
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5 Days Course |