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Deploying Cisco Unified Contact Center Express (UCCX)
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COURSE INFORMATION
Deploying Cisco Unified Contact Center Express (UCCX) Course Overview:
The Deploying Cisco Unified Contact Center Express (UCCX) course teaches you how to deploy Cisco Unified Contact Center Express and Cisco Unified IP Interactive Voice Response (IVR) as contact center solutions. Through hands-on experience, you will gain knowledge of the tasks that are typically performed during contact center deployment including planning, installation and configuration, scripting and troubleshooting.
Who Should Attend:
- Cisco Unified Communications system channel partners and resellers
- System Engineers
- Professionals deploying and maintaining Cisco Unified Contact Center Express products.
- Professionals deploying and maintaining new UCCX v10.6 technologies such as MediaSense, Finesse and Cisco Unified Intelligence Center
Deploying Cisco Unified Contact Center Express (UCCX) Course Prerequisites:
Before attending this course, you must have the following:
- Internetworking Fundamentals
- Basic IP Telephony Concepts
- Cisco Unified Communications Manager
- Cisco IP Phones
- Cisco IP Communicator
- Contact Center Operations
Deploying Cisco Unified Contact Center Express (UCCX) Course Objectives:
After successfully completing this course, you will be able to:
- Provide product descriptions, compatibility, hardware and software options, architecture, and sizing and ordering tools of the Cisco Unified Contact Center Express product suite.
- Describe the Cisco Unified CCX script editor, how it is installed and how to implement common IVR scripting techniques.
- Provide an overview 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 including Remote Monitoring, Outbound Dialer, Agent Email, Agent Web Chat, and Automatic Speech Recognition (ASR) and Text-to-Speech (TTS).
- Describe how to implement and administer the following:
- Cisco’s Finesse Web-based agent desktop to include call variables, reasons, workflows, desktop layouts.
- MediaSense as a recording server.
- Cisco Unified Intelligence Center for reporting.
- Understand how to maintain and monitor a Cisco Unified CCX system.
Deploying Cisco Unified Contact Center Express (UCCX) Course Outline:
Module 1: Cisco Unified CCX Product Overview
- Cisco Unified CCX Product Packages
- Cisco Unified CCX Architecture
- Designing Cisco Unified CCX
Module 2: Cisco Unified CCX Installation and Configuration
- Installing Cisco Unified CCX
- Managing Cisco Unified CCX
- Configuring Basic Properties of Cisco Unified CCX
- Module 2 Labs:
- Lab 1: Review Cisco Unified CCX Installation
- Lab 2: Provisioning Telephony and Media
Module 3: Cisco Unified CCX Scripting
- Installing the Cisco Unified CCX Script Editor
- Creating a Basic IVR Script
- Prompting and Collecting Information
- Accessing an External Database
- Making Decisions
- Confirming Caller Input
- Module 3 Labs:
- Lab 1: Using the Cisco Unified CCX Script Editor
- Lab 2: Start Your New Locator Script
- Lab 3: Prompt and Collect Information from a Caller
- Lab 4: Access a Database
- Lab 5: Loops, Counters, and Decision-Making
- Lab 6: Confirming Caller Input
Module 4: Cisco Unified CCX ACD Operations
- Implementing Cisco Unified CCX
- Scripting Fundamentals for Cisco Unified CCX
- Using Desktop Administration
- Advanced Cisco Unified Contact Center Express Scripting Topics
- Module 4 Labs:
- Lab 1: Configuring Cisco Unified CCX
- Lab 2: Cisco Unified CCX Scripting
- Lab 3: Using the Cisco Desktop Work Flow Administrator
- Lab 4: Advanced Cisco Unified CCX Scripting Techniques
- Lab 5: Cisco Unified CCX Reporting (Legacy, Optional)
- Lab 6: Managing Cisco Unified Intelligence Center (CUIC)
Module 5: Cisco Unified Contact Center Express Premium Functions
- Using Remote Monitoring
- Configuring the Outbound Dialer
- Configuring CAD Agent Email and Agent Web Chat
- Understanding ASR and TTS
- Module 5 Labs:
- Lab 1: Remote Monitoring (Optional)
- Lab 2: Outbound Preview Dialing
- Lab 3: Agent E-Mail and Web Chat (Legacy, Optional)
- Lab 4: Spoken Names and Automatic Speech Recognition (Optional)
Module 6: Deploying UCCX v10.6 Functions
- Implementing Cisco Finesse
- Implementing Media Sense Call Recording
- Configuring Finesse Agent Email
- Configuring Finesse Agent Web Chat
- Module 6 Labs:
- Lab 1: Deploying Cisco Finesse for UCCX
- Lab 2: Implementing Unified CM – Based MediaSense Call Recording
- Lab 3: Using Finesse 3rd Party Gadgets
- Lab 4: Configuring Finesse Web Chat and Agent Email
Module 7: UCCX Reports
- Using Cisco Unified CCX Reports (Pre-v10.0)
- Managing Cisco Unified Intelligence Center (CUIC)
- Using Cisco Unified CCX Reports (CUIC)
- Module 7 Labs: Using the Cisco Unified Real-Time Monitoring Tool (RTMT)
Module 8: Cisco Unified CCX Maintenance
- Using Cisco Unified RTMT
- Using the Disaster Recovery System
