Course Overview
This course, Deploying Cisco Unified Contact Center Express (UCCX) v6.0, provides the student 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
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
Who Should Attend?
- Cisco Unified Communications system channel partners and resellers
- System engineers
- Customers deploying and maintaining Cisco Unified Contact Center Express products.
- Top-rated instructors: Our crew of subject matter experts have an average instructor rating of 4.8 out of 5 across thousands of reviews.
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- Interactive classroom participation: Our virtual training includes live lectures, demonstrations and virtual labs that allow you to participate in discussions with your instructor and fellow classmates to get real-time feedback.
- Post Class Resources: Review your class content, catch up on any material you may have missed or perfect your new skills with access to resources after your course is complete.
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Agenda
1 - Cisco Unified CCX Product Overview
- Cisco Unified CCX Product Packages
- Cisco Unified CCX Architecture Upon completing this lesson, you will be able to understand how Cisco Unified CCX exists in a variety of environments to produce different caller experiences. This ability includes being able to meet these objectives:
- Designing Cisco Unified CCX
2 - Cisco Unified CCX Installation and Configuration
- Installing Cisco Unified CCX
- Managing Cisco Unified CCX
- Configuring Basic Properties of Cisco Unified CCX
3 - 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
4 - 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
5 - Cisco Unified Contact Center Express Premium Functions
- Configuring the Outbound Dialer
- Configuring Agent Email and Agent Web Chat
- Understanding ASR and TTS
6 - Cisco Unified CCX Maintenance
- Using Cisco Unified RTMT
- Using the Disaster Recovery System