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Cisco® Deploying Cisco Unified Contact Center Express Software v9.0 UCCX v5.0

Course Overview

This course presented by training partners to systems engineers, Cisco Unified Communications system Partners, and customers who will be charged with deploying the Cisco Unified Contact Center Express (CCX) and Cisco Unified IP Interactive Voice Response.

Who Should Attend

The primary audience for this course is as follows: - Cisco Unified Communications system channel partners and resellers - System engineers - Customers deploying and maintaining Cisco Unified Contact Center Express products

Course Objectives

Upon completing this course, you will be able to meet these objectives:

  • Design and plan a Cisco Unified CCX and a Cisco Unified IP IVR implementation
  • Install or discuss all Cisco Unified CCX components, servers, and clients
  • Configure all Cisco Unified CCX components ? Build workflow applications to exploit Cisco Unified IP IVR features and capabilities
  • Build contact center workflows to exploit Cisco Unified CCX features and capabilities
  • Deploy and use agent and supervisor desktop software
  • Deploy the Cisco Desktop Work Flow Administrator and set contact center options
  • Use real-time and historical reporting
  • Deploy the Outbound Preview Dialer
  • Deploy Agent Email
  • Deploy Automatic Speech Recognition and text-to-speech applications
  • Discuss maintenance activities
  • Troubleshoot installations and workflows

    Course Outline

    1 - Cisco Unified Contact Center Express Product Overview

    • Cisco Unified Contact Center Express Product Packages Cisco Unified Contact Center Express Architecture Cisco Unified Contact Center Express Design and Order Tools

    2 - Installing and Configuring Cisco Unified Contact Center Express

    • Installing Cisco Unified Contact Center Express Cisco Unified Contact Center Express Management Call Process and Basic Cisco Unified Contact Center Express Configuration

    3 - Cisco Unified Contact Center Express Scripting

    • Cisco Unified Contact Center Express Script Editor Creating a Basic IVR Script Prompting and Collecting Information Accessing an External Database Loops, Counters, and Decision Making Confirming Caller Input

    4 - Cisco Unified Contact Center Express ACD Operations

    • Cisco Unified Contact Center Express Cisco Unified Contact Center Express Scripting Fundamentals Cisco Desktop Work Flow Administrator Fundamentals Advanced Cisco Unified Contact Center Express Scripting Topics Cisco Unified Contact Center Express Reporting

    5 - Cisco Unified Contact Center Express Premium Functions

    • Remote Monitoring Outbound Preview Dialer Agent Email Automatic Speech Recognition and Text-to-Speech

    6 - Cisco Unified Contact Center Express Maintenance Tools

    • Real-Time Monitoring Tool Cisco Unified Analysis Manager Disaster Recovery System

  • Enroll Today

    This is a 5-day class

    Price: $3,695.00
    Payment Options

    ILT Instructor‑Led Training

    OLL Online LIVE

    GTR  Guaranteed to Run

    Class times are listed Eastern time. This class is available for Private Group Training

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    dates and times.