The Course Introduction provides learners with the course objectives and prerequisite learner skills and knowledge. The Course Introduction presents the course flow diagram and the icons that are used in the course illustrations and figures. This course component also describes the curriculum for this course, providing learners with the information that they need to make decisions regarding their specific learning path. Upon completing this course, the learner will be able to meet these objectives:

• Provide a comprehensive overview of the Cisco Unified Contact Center Express product suite. This overview will cover descriptions of the product, compatibility, and hardware and software options, architecture, and sizing and ordering tools.
• 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.

The lesson includes these topics:

• Overview
• Course Goal and Objectives
• Course Flow
• Additional References
• Your Training Curriculum
• General Administration
• Please Introduce Yourself

The lesson includes these activities:

• None

Lesson 1: Cisco Unified CCX Product Packages

Lesson 2: Cisco Unified CCX Architecture

Lesson 3: Designing Cisco Unified CCX

Lesson 1: Installing Cisco Unified CCX

Lesson 2: Managing Cisco Unified CCX

Lesson 3: Configuring Basic Properties of Cisco Unified CCX

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

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

Lesson 1: Configuring the Outbound Dialer

Lesson 2: Configuring Agent Email and Agent Web Chat

Lesson 3: Understanding ASR and TTS

Lesson 1: Using Cisco Unified RTMT

Lesson 2: Using the Disaster Recovery System