Deploying Cisco Unified Contact Center Express 6.0 (UCCXD)

  • Duration: 5 days (40 hours)
  • Date: on request

Deploying Cisco Unified Contact Center Express 6.0 (UCCXD)

This course will help:
  • Gain the knowledge and skills necessary to implement Cisco Unified CCX and Cisco Unified IP IVR into your network
  • Gain practical experience in installing and configuring Cisco Unified CCX server and client components
  • Gain hands-on experience in deploying outbound message preview dialog, agent email, automatic speech recognition, and text applications
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Course syllabus:

  • Cisco Unified Contact Center Express Product Overview
  • Cisco Unified Contact Center Express Options
  • Cisco Unified Contact Center Express Architecture Review
  • Cisco Unified Contact Center Express Design and Tools
  • Installing and Configuring Cisco Unified Contact Center Express
  • Installing Cisco Unified Contact Center Express
  • Managing Cisco Unified Contact Center Express
  • Description of the connection establishment process and basic configuration of Cisco Unified Contact Center Express
  • Scripts in Cisco Unified Contact Center Express
  • Description of the script editor for Cisco Unified Contact Center Express
  • Creating a basic IVR script
  • Description of the information request and collection process
  • Considering External Database Access
  • Description of cycles, counters and selection options
  • Description of working with information entered by the user
  • Working with Cisco Unified Contact Center Express ACD
  • Introduction to Cisco Unified Contact Center Express
  • Writing Scripts for ACD in Cisco Unified Contact Center Express
  • Considering Cisco Agent Desktop and Cisco Desktop Work Flow Administrator
  • Advanced Scripting Topics in Cisco Unified Contact Center Express
  • Reports in Cisco Unified Contact Center Express
  • Advanced Features of Cisco Unified Contact Center Express
  • Considering Remote Monitoring
  • Reviewing outbound calling campaigns
  • Consideration of the work of agents with postal requests
  • Consideration of Automatic Speech Recognition (ASR) and Text-to-Speech (TTS)
  • Cisco Unified Contact Center Express Maintenance Tools
  • Considering Real-Time Monitoring Tool (RTMT)
  • Considering Cisco Unified Analysis Manager
  • Considering Disaster Recovery System (DRS)

You will learn:

  • Use Cisco Unified RTMT
  • Work with Automatic Speech Recognition
  • Set up an outbound calling campaign
  • Perform remote monitoring
  • Work with advanced scripting techniques for CCX
  • Use Cisco Desktop Work Flow Administrator
  • Create scripts for Cisco Unified CCX
  • Configure database access
  • Work with loops, counters and selections
  • Configure Cisco Unified Contact Center Express
  • Install Cisco Unified Contact Center Express Editor
  • Set up telephony and media

Pre-requisites:

This course assumes that students have knowledge of the basics of internetworking and the basic concepts of IP telephony, Cisco Unified Communications Manager, Cisco IP phones, Cisco IP Communicator, Contact Center operations, Microsoft Windows 2000, 2003, XP, MS SQL Server.

Sign up for a course Deploying Cisco Unified Contact Center Express 6.0 (UCCXD)