Deploying Cisco Unified Contact Center Express
This course, Deploying Cisco Unified Contact Center Express (UCCX) 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.
Upon completing this course, the learner will be able to meet these overall 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, 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.
The primary audience for this course is as follows:
Cisco Unified Communications system channel partners and resellers
Customers deploying and maintaining Cisco Unified Contact Center Express products.
To fully benefit from this course, students should have the following prerequisite skills and knowledge:
Basic IP telephony concepts
Cisco Unified Communications Manager
Cisco IP phones, Cisco IP Communicator
Contact Center operations
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: Installing the Cisco Unified CCX Script Editor
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: Using Remote Monitoring
Lesson 2: Configuring the Outbound Dialer
Lesson 3: Configuring Agent Email and Agent Web Chat
Lesson 4: Understanding ASR and TTS
Module 6: Cisco Unified CCX Maintenance
Lesson 1: Using Cisco Unified RTMT
Lesson 2: Using the Disaster Recovery System
Lab 2-1: Review Cisco Unified CCX Installation
Lab 2-2: Provisioning Telephony and Media
Lab 3-1: Installing the Cisco Unified CCX Editor
Lab 3-2: Start Your New Locator Script
Lab 3-3: Prompting and Collecting Information from a Caller
Lab 3-4: Accessing a Database
Lab 3-5: Loops, Counters, and Decision Making
Lab 3-6: Confirming Caller Input
Lab 4-1: Configuring Cisco Unified CCX
Lab 4-2: Cisco Unified CCX Scripting
Lab 4-3: Using the Cisco Desktop Work Flow Administrator
Lab 4-4: Advanced Cisco Unified CCX Scripting Techniques
Lab 4-5: Cisco Unified Contact Center Express Reporting
Lab 5-1: Remote Monitoring
Lab 5-2: Outbound Preview Dialing
Lab 5-3: Agent Email and Web Chat
Lab 5-4: Spoken Names and Automatic Speech Recognition
Lab 6-1: Using the Cisco Unified Real-time Monitoring Tool