Unified Contact Center Express and Unified IP IVR Deployment (UCCXD)

 

Who should attend

  • Channel Partner/Reseller
  • Customer
  • Employee

Prerequisites

It is recommended, but not required, that students have basic knowledge of:

  • Internetworking Fundamentals
  • Basic IP Telephony Concepts
  • Cisco Unified Communications Manager
  • Cisco IP Phones
  • Cisco IP Communicator
  • Contact Center Operations

Course Objectives

Upon completion of the 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

This course, Deploying Cisco Unified Contact Center Express (UCCXD) v6.0, provides you 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.

  • Module 1: Cisco Unified CCX Product Overview
  • Module 2: Cisco Unified CCX Installation and Configuration
  • Module 3: Cisco Unified CCX Scripting
  • Module 4: Cisco Unified CCX ACD Operations
  • Module 5: Cisco Unified CCX Premium Functions
  • Module 6: Cisco Unified CCX Maintenance

Prices & Delivery methods

Online Training

Duration
5 days

Price (excl. tax)
Digital courseware
Dates and Booking
Enquire a date
Classroom Training

Duration
5 days

Price (excl. tax)
incl. catering
Digital courseware
Dates and Booking
Enquire a date

Schedule

Instructor-led Online Training:   Course conducted online in a virtual classroom.
FLEX Classroom Training (hybrid course):   Course participation either on-site in the classroom or online from the workplace or from home.

English

Time zone: Central European Time (CET)   ±1 hour

Online Training
Classroom option: Cairo Time zone: Eastern European Time (EET)
Online Training Time zone: British Summer Time (BST)
Online Training Time zone: British Summer Time (BST)
Online Training
Classroom option: Cairo Time zone: Eastern European Time (EET)
Online Training Time zone: Greenwich Mean Time (GMT)

2 hours difference

Online Training
Classroom option: Dubai Time zone: Gulf Standard Time (GST)

3 hours difference

Online Training
Classroom option: Dubai Time zone: Gulf Standard Time (GST)
FLEX Classroom Training (hybrid course):   Course participation either on-site in the classroom or online from the workplace or from home.

Europe

Germany

Hamburg This is a FLEX course in German language. Time zone: Central European Summer Time (CEST)
Hamburg This is a FLEX course in German language. Time zone: Central European Summer Time (CEST)