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UCCX - Deploying Cisco Unified Contact Center Express (UCCXD)

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This course, Deploying Cisco Unified Contact Center Express (UCCX) v6.0, 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.

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Prerequisites


To fully benefit from this course, students should have the following prerequisite skills and knowledge:
  • Internetworking Fundamentals
  • Basic IP telephony concepts
  • Cisco Unified Communications Manager
  • Cisco IP phones, Cisco IP Communicator
  • Contact Center operations

Detailed Class Syllabus


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: Understanding Script Editor Basics
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: Configuring the Outbound Dialer
Lesson 2: Configuring Agent Email and Agent Web Chat
Lesson 3: Understanding ASR and TTS

Module 6: Cisco Unified CCX Maintenance


Lesson 1: Using Cisco Unified RTMT
Lesson 2: Using the Disaster Recovery System