UCCXD v6.0 - Deploying Cisco Unified Contact Center Express

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This course, Deploying Cisco Unified Contact Center Express (UCCXD) 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.

You Will Learn How To

  • 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

Important Course Information

Requirements:

  • The knowledge and skills that a learner must have before attending this course are as follows:
    • Internetworking Fundamentals
    • Basic IP telephony concepts
    • Cisco Unified Communications Manager
    • Cisco IP phones, Cisco IP Communicator
    • Contact Center operations

Course Outline

  • Course Introduction

    The Course Introduction provides learners with the course objectives and prerequisite learner skills and knowledge. The Course Introduction presents the course flow diagram and the icons that are used in the course illustrations and figures. This course component also describes the curriculum for this course, providing learners with the information that they need to make decisions regarding their specific learning path. Upon completing this course, the learner will be able to meet these 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, 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.

    The lesson includes these topics:

    • Overview
    • Course Goal and Objectives
    • Course Flow
    • Additional References
    • Your Training Curriculum
    • General Administration
    • Please Introduce Yourself

  • Module 1: Cisco Unified CCX Product Overview
    Lesson 1: Cisco Unified CCX Product Packages
    Lesson 2: Cisco Unified CCX Architecture
    Lesson 3: Designing Cisco Unified CCX

  • Module 2: Cisco Unified CCX Installation and Configuration
    Lesson 1: Installing Cisco Unified CCX
    Lesson 2: Managing Cisco Unified CCX
    Lesson 3: Configuring Basic Properties of Cisco Unified CCX

  • Module 3: Cisco Unified CCX Scripting
    Lesson 1: Understanding Script Editor Basics
    Lesson 2: Creating a Basic IVR Script
    Lesson 3: Prompting and Collecting Information
    Lesson 4: Accessing an External Database
    Lesson 5: Making Decisions
    Lesson 6: Confirming Caller Input

  • Module 4: Cisco Unified CCX ACD Operations
    Lesson 1: Implementing Cisco Unified CCX
    Lesson 2: Scripting Fundamentals for Cisco Unified CCX
    Lesson 3: Using Desktop Administration
    Lesson 4: Advanced Cisco Unified Contact Center Express Scripting Topics
    Lesson 5: Using Cisco Unified CCX Reports

  • Module 5: Cisco Unified Contact Center Express Premium Functions
    Lesson 1: Configuring the Outbound Dialer
    Lesson 2: Configuring Agent Email and Agent Web Chat
    Lesson 3: Understanding ASR and TTS

  • Module 6: Cisco Unified CCX Maintenance
    Lesson 1: Using Cisco Unified RTMT
    Lesson 2: Using the Disaster Recovery System