Price Upon Request
The UCCXD - Deploying Cisco Unified Contact Center Express v6.0 course provides anunderstanding of Cisco’ Unified Contact Center Express (Unified CCX) product and all of its associated client applications and scripting tools. You will learn about all of the Unified CCX components, servers, deployment options, and clients. You will learn how to perform capacity planning, choose the correct product features, and install the product.
This 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. Our instructors place major emphasis on the Unified CCX script editing tool, Unified CCX Editor, which allows administrators to script the Contact Center’ caller experience through the system, including queries, recordings, menu input, digit string input, and database operations. You will cover the Cisco Finesse Agent and Supervisor Desktops as well as the Finesse Desktop Administration tool to optimize the call agent’ desktop display and options, supervisor optimization of the Call Center, and reporting options and customizations. You will explore Automatic Speech Recognition (ASR) and Text-to-Speech (TTS) technologies, Social Miner, and Outbound Dialing technologies and you will examine options for troubleshooting, reporting, and maintaining the system.
Upon completion of the course, you will be able to:
Cisco Unified CCX Product Overview
Cisco Unified CCX Installation and Configuration
Cisco Unified CCX Scripting
Cisco Unified CCX ACD Operations
Cisco Unified CCX Premium Functions
Cisco Unified CCX Maintenance
Engineers involved in the deployment and maintenance of Unified Contact Center Express products.
Attendees should meet the following prerequisites: