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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
iTLS will carry out all guaranteed training regardless of the number of attendees, exempt from force majeure or other unexpected events, like e.g. accidents or illness of the trainer, which prevent the course from being conducted.
This computer icon in the schedule indicates that this date/time will be conducted as Instructor-Led Online Training.
Austria

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

International guaranteed dates
17/12/2018 - 21/12/2018 Hamburg
Germany
17/12/2018 - 21/12/2018 Hamburg guaranteed date!
07/01/2019 - 11/01/2019 Stuttgart
04/02/2019 - 08/02/2019 Münster
11/03/2019 - 15/03/2019 Hamburg
08/04/2019 - 12/04/2019 Berlin
13/05/2019 - 17/05/2019 Düsseldorf
11/06/2019 - 14/06/2019 Frankfurt 4 days
01/07/2019 - 05/07/2019 Munich
Europe
Slovakia
21/01/2019 - 25/01/2019 Bratislava
Czech Republic
24/06/2019 - 28/06/2019 Prague Course language: English
Bulgaria
18/03/2019 - 22/03/2019 Sofia Course language: English
Serbia
16/09/2019 - 20/09/2019 Belgrade Course language: English
France
21/01/2019 - 25/01/2019 Paris
03/06/2019 - 07/06/2019 Paris
14/10/2019 - 18/10/2019 Paris
Italy
10/12/2018 - 14/12/2018 Milan
18/02/2019 - 22/02/2019 Milan
24/06/2019 - 28/06/2019 Rome
30/09/2019 - 04/10/2019 Milan
21/10/2019 - 25/10/2019 Rome
Portugal
14/01/2019 - 18/01/2019 Lisbon
08/07/2019 - 12/07/2019 Lisbon
Spain
07/01/2019 - 11/01/2019 Madrid
01/07/2019 - 05/07/2019 Madrid
United Kingdom
10/12/2018 - 14/12/2018 London (Int Hse)
04/02/2019 - 08/02/2019 Manchester
04/03/2019 - 08/03/2019 London (Int Hse)
17/06/2019 - 21/06/2019 London (Int Hse)
North America
United States
26/11/2018 - 30/11/2018 Online Training Time zone: US/Central Course language: English guaranteed date!
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
Middle East
Qatar
24/03/2019 - 28/03/2019 Doha Course language: English
United Arab Emirates
16/12/2018 - 20/12/2018 Dubai Course language: English
17/03/2019 - 21/03/2019 Dubai Course language: English
08/09/2019 - 12/09/2019 Dubai Course language: English
Africa
Egypt
17/03/2019 - 21/03/2019 Cairo Course language: English
08/09/2019 - 12/09/2019 Cairo Course language: English
 

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