UCCXD - Deploying Cisco Unified Contact Center Express Course Training
insoft

UCCXD v6.0 - Deploying Cisco Unified Contact Center Express

Enroll Now
Duration
5 Päivää
Delivery
(Online Ja Paikan päpällpä)
Price
Hinta pyynnöstä

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:

  • 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 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

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
  • Configuring Basic Properties of Cisco Unified CCX

Cisco Unified CCX Scripting

  • Understanding Script Editor Basics
  • Creating a Basic IVR Script
  • Prompting and Collecting Information
  • Accessing an External Database
  • Making Decisions
  • Confirming Caller Input

Cisco Unified CCX ACD Operations

  • Implementing Cisco Unified CCX
  • Scripting Fundamentals for Cisco Unified CCX
  • Using the Finesse Administration and Call Recording
  • AdvancedScripting Topics for Cisco Unified CCX
  • Using Cisco Unified CCX Reports

Cisco Unified CCX Premium Functions

  • Configuring the Outbound Dialer
  • Agent Email and Agent Web Chat
  • Understanding ASR and TTS

Cisco Unified CCX Maintenance

  • Using Cisco Unified RTMT
  • Using the Disaster Recovery System

 

Labs

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

Engineers involved in the deployment and maintenance of Unified Contact Center Express products.

Attendees should meet the following prerequisites:

  • Contact Center Operations
Overview

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:

  • 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 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

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
  • Configuring Basic Properties of Cisco Unified CCX

Cisco Unified CCX Scripting

  • Understanding Script Editor Basics
  • Creating a Basic IVR Script
  • Prompting and Collecting Information
  • Accessing an External Database
  • Making Decisions
  • Confirming Caller Input

Cisco Unified CCX ACD Operations

  • Implementing Cisco Unified CCX
  • Scripting Fundamentals for Cisco Unified CCX
  • Using the Finesse Administration and Call Recording
  • AdvancedScripting Topics for Cisco Unified CCX
  • Using Cisco Unified CCX Reports

Cisco Unified CCX Premium Functions

  • Configuring the Outbound Dialer
  • Agent Email and Agent Web Chat
  • Understanding ASR and TTS

Cisco Unified CCX Maintenance

  • Using Cisco Unified RTMT
  • Using the Disaster Recovery System

 

Labs

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

Engineers involved in the deployment and maintenance of Unified Contact Center Express products.

Attendees should meet the following prerequisites:

  • Contact Center Operations
    Päivämäärille
  • ` 9 Oct - 13 Oct, 2023
  • ` 6 Nov - 10 Nov, 2023
  • ` 4 Dec - 8 Dec, 2023
  • ` 1 Jan - 5 Jan, 2024
  • ` 29 Jan - 2 Feb, 2024
  • ` 26 Feb - 1 Mar, 2024

Follow Up Courses

Order A-Z

Order Z-A

107 results

  • SDWFND - Cisco SD-WAN Operation and Deployment
    2 Päivää

    30 Oct - 31 Oct, 2023 Online

    27 Nov - 28 Nov, 2023 Online

    25 Dec - 26 Dec, 2023 Online

    22 Jan - 23 Jan, 2024 Online

    19 Feb - 20 Feb, 2024 Online
    Price on Request
    Book Now

  • ASR9KE v6.1 - Cisco Aggregation Services Router 9000 Series Essentials
    4 Päivää

    9 Oct - 12 Oct, 2023 Online

    6 Nov - 9 Nov, 2023 Online

    4 Dec - 7 Dec, 2023 Online

    1 Jan - 4 Jan, 2024 Online

    29 Jan - 1 Feb, 2024 Online

    26 Feb - 29 Feb, 2024 Online
    Price on Request
    Book Now

  • CCECE v1.0 - Implementing Cisco Contact Center Enterprise Chat and Email
    4 Päivää

    30 Oct - 2 Nov, 2023 Online

    27 Nov - 30 Nov, 2023 Online

    25 Dec - 28 Dec, 2023 Online

    22 Jan - 25 Jan, 2024 Online

    19 Feb - 22 Feb, 2024 Online
    Price on Request
    Book Now

  • SPMBL100 v1.0 - Cisco Service Provider 5G Technologies Foundations
    4 Päivää

    30 Oct - 2 Nov, 2023 Online

    27 Nov - 30 Nov, 2023 Online

    25 Dec - 28 Dec, 2023 Online

    22 Jan - 25 Jan, 2024 Online

    19 Feb - 22 Feb, 2024 Online
    Price on Request
    Book Now

  • DCACIO v5.2 – Cisco Application Centric Infrastructure Operations and Troubleshooting
    3 Päivää

    30 Oct - 1 Nov, 2023 Online

    27 Nov - 29 Nov, 2023 Online

    25 Dec - 27 Dec, 2023 Online

    22 Jan - 24 Jan, 2024 Online

    19 Feb - 21 Feb, 2024 Online
    Price on Request
    Book Now

  • DCACIT v5.2 - Troubleshooting Cisco Application Centric Infrastructure
    2 Päivää

    30 Oct - 31 Oct, 2023 Online

    27 Nov - 28 Nov, 2023 Online

    25 Dec - 26 Dec, 2023 Online

    22 Jan - 23 Jan, 2024 Online

    19 Feb - 20 Feb, 2024 Online
    Price on Request
    Book Now

  • SPWAE v1.0 - Operating and Implementing Cisco WAN Automation Engine
    3 Päivää

    16 Oct - 18 Oct, 2023 Online

    13 Nov - 15 Nov, 2023 Online

    11 Dec - 13 Dec, 2023 Online

    8 Jan - 10 Jan, 2024 Online

    5 Feb - 7 Feb, 2024 Online

    4 Mar - 6 Mar, 2024 Online
    Price on Request
    Book Now

  • DCNML v1.1 - Managing LAN Infrastructure with Cisco Data Center Network Manager
    3 Päivää

    9 Oct - 11 Oct, 2023 Online

    6 Nov - 8 Nov, 2023 Online

    4 Dec - 6 Dec, 2023 Online

    1 Jan - 3 Jan, 2024 Online

    29 Jan - 31 Jan, 2024 Online

    26 Feb - 28 Feb, 2024 Online
    Price on Request
    Book Now

  • ENSDWI 2.0 - Implementing Cisco SD-WAN Solutions
    5 Päivää

    9 Oct - 13 Oct, 2023 Online

    6 Nov - 10 Nov, 2023 Online

    4 Dec - 8 Dec, 2023 Online

    1 Jan - 5 Jan, 2024 Online

    29 Jan - 2 Feb, 2024 Online

    26 Feb - 1 Mar, 2024 Online
    Price on Request
    Book Now

  • SSFRULES v2.1 - Securing Cisco Networks with Snort Rule Writing Best Practices
    3 Päivää

    9 Oct - 11 Oct, 2023 Online

    6 Nov - 8 Nov, 2023 Online

    4 Dec - 6 Dec, 2023 Online

    1 Jan - 3 Jan, 2024 Online

    29 Jan - 31 Jan, 2024 Online

    26 Feb - 28 Feb, 2024 Online
    Price on Request
    Book Now

Know someone who´d be interested in this course?
Let them know...

Use the hashtag #InsoftLearning to talk about this course and find students like you on social media.