Duration: 5 days
Version: 6.0
Continuing Education credits: 40 points
Schedule of CLC-eligible Courses: here

The Deploying Cisco Unified Contact Center Express (UCCXD) 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.

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.


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


Course Outline:
  • 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
  • Lab Outline:
  • Guided Lab 1: Review Cisco Unified Contact Center Express Installation
  • Guided Lab 2: Provisioning Telephony and Media
  • Guided Lab 3: Understanding Script Editor Basics
  • Guided Lab 4: Start Your New Locator Script
  • Guided Lab 5: Prompt and Collect Information from a Caller
  • Guided Lab 6: Accessing a Database
  • Guided Lab 7: Loops, Counters, and Decision-Making
  • Guided Lab 8: Confirming Caller Input
  • Guided Lab 9: Configuring Cisco Unified Contact Center Express
  • Guided Lab 10: Cisco Unified Contact Center Express Scripting
  • Guided Lab 11: Using Finesse Administration and Call Recording
  • Guided Lab 12: Advanced Cisco Unified Contact Center Express Scripting Techniques
  • Guided Lab 13: Cisco Unified Contact Center Express Reporting
  • Guided Lab 14: Outbound Preview Dialing
  • Guided Lab 15: Agent Email and Web Chat
  • Guided Lab 16: Spoken Names and Automatic Speech Recognition
  • Guided Lab 17: Using the Cisco Unified Real Time Monitoring Tool

Prerequisite Knowledge

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

Who Should Enroll:
  • Channel Partners and Resellers
  • Customers
  • Employees