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Deploying Unified Contact Center Express
Description
Deploying Cisco Unified Contact Center Express (UCCX) Course Introduction
Embark on a transformative 5-day instructor-led training journey with our Deploying Cisco Unified Contact Center Express (UCCX) course. Designed specifically for Cisco partners, system engineers, and professionals engaged in contact center operations, this program provides a blend of theoretical knowledge and practical experience.
Our aim is to thoroughly prepare you for the successful deployment and management of both Cisco Unified Contact Center Express and Cisco Unified IP Interactive Voice Response (IVR) solutions.
In this course, you’ll dive into the intricacies of Cisco UCCX, mastering a wide array of skills crucial for effective contact center deployment.
From the initial stages of detailed planning and comprehensive installation to the nuanced aspects of configuration, scripting, and advanced troubleshooting, this training covers all the essential areas.
Through engaging hands-on activities, you’ll learn to navigate and manage the UCCX environment, ensuring you’re well-equipped to handle real-world scenarios efficiently and confidently. Join us to elevate your expertise and become proficient in deploying and managing Cisco’s cutting-edge contact center solutions.
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
Cisco Unified CCX Product Overview
- Cisco Unified CCX Product Packages
- Cisco Unified CCX Architecture
- Designing Cisco Unified CCX
Cisco Unified CCX Installation and Configuration
- Installing Cisco Unified CCX
- Managing Cisco Unified CCX
- Configuring Basic Properties of Cisco Unified CCX
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
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
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)
Cisco Unified CCX Maintenance
- Using Cisco Unified RTMT (Real-Time Monitoring Tool)
- Using the Disaster Recovery System
$3995.00
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5 Days Course |