Course Details

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Deploying Cisco Unified Contact Center Express (UCCX) 5.0

Prerequisites

Understand Internetworking Fundamentals Basic IP telephony concepts Cisco Unified Communications Manager deployments Cisco IP Phones Cisco IP Communicator Contact Center Operations Microsoft Windows 2000, 2003, XP, MS SQL 200, and MSDE Databases.

Course Content

The 5-day UCCX course provides knowledge and hands-on deployment experience for Cisco Unified Contact Center Express and Cisco Unified IP IVR. Deployment tasks include planning, installation, configuration, administration, script development, agent and supervisor deployments, and troubleshooting.

Course Objectives

Upon completing this course, the learner will be able to meet these overall objectives :

  • Design and plan a Unified Contact Center Express and a Unified IP IVR implementation
  • Install or discuss all CRS components, servers and clients
  • Configure all CRS components Build workflow applications to exploit Unified IP IVR features and capabilities
  • Build contact center workflows to exploit Unified Contact Center Express features and capabilities
  • Deploy and use Agent and Supervisor Desktop software
  • Deploy Outbound Preview Dialer for Unified CCX Troubleshoot installations and workflows
Course Outline
  • Deploying Cisco Unified Contact Center Express Product Overview
  • Designing and Ordering Installation and Configuration CCX Script Editor
  • Basic Script Editor Steps Caller and System Inputs
  • Database Access Logical Operations Call Transfers
  • Configuring Unified Contact Center Express Desktop Product Suite CCX Script Techniques
  • Cisco Desktop Administration Remote Monitoring Outbound
  • Preview Dialer Session Management Reports Servicing and Troubleshooting
Who Should Attend
  • Channel Partner / Reseller
  • Customer
  • Employee
  • Career Certifications

  • Technology

    Voice/UC

  • Delivery

    • ClassroomClassroom
    • Virtual ClassroomVirtual Classroom
  • Duration

     5  Days

Total 228 Course Offerings found.