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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

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
Online Training

Duration 5 days

Price (excl. tax)
  • 3,190.- €
  • Cisco Learning Credits: 41 CLC
Digital courseware

Courseware language: English

Classroom Training

Duration 5 days

Price (excl. tax)
  • Austria: 3,190.- €
  • Germany: 3,190.- €
  • Switzerland: CHF 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

Courseware language: English

Schedule

This is a FLEX course, which is delivered both virtually and in the classroom. All FLEX courses are also Instructor-led Online Trainings (ILO). Until 30.06. we offer our courses also as online trainings.
Austria

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

FLEX & Online Training

Please see below our alternative, English language, FLEX course options.

11/01/2021 ― 15/01/2021 London (Int Hse) This is an English language FLEX course.
Time zone: Greenwich Mean Time (GMT)
01/03/2021 ― 05/03/2021 London (Int Hse) This is an English language FLEX course.
Time zone: Greenwich Mean Time (GMT)
Germany
07/12/2020 ― 11/12/2020 Frankfurt
Switzerland
07/12/2020 ― 11/12/2020 Zurich
Instructor-led Online Training:   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. All FLEX courses are also Instructor-led Online Trainings (ILO). Until 30.06. we offer our courses also as online trainings.
English
1 hour difference
16/11/2020 ― 20/11/2020 Online Training Time zone: Greenwich Mean Time (GMT)
11/01/2021 ― 15/01/2021 Online Training This is an English language FLEX course.
Time zone: Greenwich Mean Time (GMT)
01/03/2021 ― 05/03/2021 Online Training This is an English language FLEX course.
Time zone: Greenwich Mean Time (GMT)
07/06/2021 ― 11/06/2021 Online Training This is an English language FLEX course.
Time zone: British Summer Time (BST)
2 hours difference
27/06/2021 ― 01/07/2021 Online Training This is an English language FLEX course.
Time zone: UTC+4