Description

Deploying Cisco Unified Contact Center Express (UCCXD) v6.0, is a five-day instructor-led, lab-intensive course that provides students 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, configuration, scripting and troubleshooting. This class utilizes Cisco Unified Contact Center Express v11.0.
Besides equipping you with the skills required for a successful contact center deployment, this course is also recommended as preparation for the Deploying Cisco Unified Contact Center Express exam.

Objectives

After finishing this 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, 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

Outline

The UCCXD v6.0 course contains the following components:
  • Cisco Unified CCX Product Overview
    • Cisco Unified CCX Product Packages
    • Cisco Unified CCX Architecture
    • Designing Cisco Unified CCX
  • Cisco Unified CCX Installation and Configuration
    • Installing Cisco Unified CCX
    • Managing Cisco Unified CCX
    • Lab: Review Cisco Unified Contact Center Express Installation
    • Configuring Basic Properties of Cisco Unified CCX
    • Lab: Provisioning Telephony and Media
  • Cisco Unified CCX Scripting
    • Understanding Script Editor Basics
    • Lab: Understanding Script Editor Basics
    • Creating a Basic IVR Script, Lab
    • Lab: Start Your New Locator Script
    • Prompting and Collecting information, Lab
    • Lab: Prompt and Collect Information from a Caller
    • Accessing an External Database
    • Lab: Accessing a Database
    • Making Decisions, Lab
    • Lab: Loops, Counters, and Decision-Making
    • Confirming Caller Input
  • Cisco Unified CCX ACD Operations
    • Implementing Cisco Unified CCX
    • Lab: Configuring Cisco Unified Contact Center Express
    • Scripting Fundamentals for Cisco Unified CCX
    • Lab: Cisco Unified Contact Center Express Scripting
    • Using Finesse Administration and Call Recording
    • Lab: Using Finesse Administration and Call Recording
    • Advanced Scripting Topics for Cisco Unified CCX
    • Lab: Advanced Cisco Unified Contact Center Express Scripting Techniques
    • Using Cisco Unified CCX Reports
    • Lab: Cisco Unified Contact Center Express Reporting
  • Cisco Unified CCX Premium Functions
    • Configuring the Outbound Dialer
    • Lab: Outbound Preview Dialing
    • Configuring Agent Email and Agent Web Chat
    • Lab: Agent Email and Web Chat
    • Understanding ASR and TTS, Lab
    • Lab: Spoken Names and Automatic Speech Recognition
  • Cisco Unified CCX Maintenance
    • Using Cisco Unified RTMT
    • Lab: Using the Cisco Unified Real Time Monitoring Tool
    • Using the Disaster Recovery System

Prerequisite Knowledge

The knowledge, skills, and attitudes that a learner is expected to 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