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

Course Description Schedule
 

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

This course is designed for systems engineers who will be responsible for deploying the Cisco Unified Contact Center Express (Unified CCX) and Cisco Unified IP Interactive Voice Response (Unified IP IVR) products. 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

  • 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
Classroom Training
Modality: C

Duration 5 days

Price (excl. tax)
  • Austria: 3,190.- €
  • Germany: 3,190.- €
  • Switzerland: Fr. 4,500.-
  • Cisco Learning Credits: 41 CLC
incl. catering
Catering includes:

  • Coffee, Tea, Juice, Water, Soft drinks
  • Pastry and Sweets
  • Bread
  • Fresh fruits
  • Lunch in a nearby restaurant

* Catering information only valid for courses delivered by iTLS.


Digital courseware Dates and Booking
 
Click on town name to book Schedule
This computer icon in the schedule indicates that this date/time will be conducted as Instructor-Led Online Training.
This is a FLEX course, which is delivered both virtually and in the classroom.
Austria

Currently no local training dates available.  For enquiries please write to info@itls.at.

Germany
13/08/2018 - 17/08/2018 Berlin
10/09/2018 - 14/09/2018 Frankfurt
15/10/2018 - 19/10/2018 Düsseldorf
19/11/2018 - 23/11/2018 Hamburg
17/12/2018 - 21/12/2018 Munich
07/01/2019 - 11/01/2019 Stuttgart
04/02/2019 - 08/02/2019 Münster
11/03/2019 - 15/03/2019 Hamburg

Fast Lane Flex™ Classroom If you can't find a suitable date, don't forget to check our world-wide FLEX™ training schedule.

Europe
Slovenia
05/11/2018 - 09/11/2018 Ljubljana Course language: English
France
08/10/2018 - 12/10/2018 Paris
Italy
24/09/2018 - 28/09/2018 Rome
15/10/2018 - 19/10/2018 Rome
10/12/2018 - 14/12/2018 Milan
United Kingdom
24/09/2018 - 28/09/2018 London (Int Hse)
12/11/2018 - 16/11/2018 London (Int Hse)
10/12/2018 - 14/12/2018 London (Int Hse)
North America
United States
10/09/2018 - 14/09/2018 New York
15/10/2018 - 19/10/2018 Online Training Time zone: US/Central Course language: English
05/11/2018 - 09/11/2018 Glendale
26/11/2018 - 30/11/2018 Online Training Time zone: US/Central Course language: English
10/12/2018 - 14/12/2018 Denver
17/12/2018 - 21/12/2018 Herndon
17/12/2018 - 21/12/2018 Online Training Time zone: US/Eastern Course language: English
Asia Pacific
Australia
03/09/2018 - 07/09/2018 Sydney
08/10/2018 - 12/10/2018 Melbourne
Middle East
United Arab Emirates
16/12/2018 - 20/12/2018 Dubai Course language: English
Africa
Egypt
26/08/2018 - 30/08/2018 Cairo Course language: English
 

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