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Cisco : Deploying Cisco Unified Contact Center Express

13 September 2018 @ 8:00 am - 17 September 2018 @ 3:30 pm

Velisa Africa is the official Global Knowledge partner in Sub-Saharan Africa. Course details : http://www.globalknowledge.ae/courses/cisco/collaboration/uccx.html

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

This course is based on UCCX release 9.0

Pre-Requisites

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

Internetworking Fundamentals (ICND1 and ICND2 Or CCNABC) recommended.
Basic IP telephony concepts (ICOMM) recommended.
Cisco Unified Communication Manager deployments (CIPT1V8) recommended.
Cisco IP Phones, Cisco IP Communicator
Contact Center Operations
Microsoft Windows 2000, 2003, XP
MS SQL 2000, MSDE Databases

Content

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

Installing Cisco Unified CCX Script Editor
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 CCX Scripting Topics
Using Cisco Unified CCX Reports

Cisco Unified CCX Premium Functions

Using Remote Monitoring
Configuring the OutboundDialer
Agent Email and Agent Web Chat
Understanding ASR and TTS

Cisco Unified CCX Maintenance

Using Cisco UnifiedRTMT
Using Disaster Recovery System

Objectives

Upon completing this course, the learner 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.

Target Audience

This course is designed for:

Cisco Channel Partners and Resellers, System Engineers and Customers deploying and maintaining Unified Contact Center Express products.
Individuals looking to prepare for the CCIE Voice exam as it covers the use of the CRS server for IP IVR and Call Centre type ACD applications.