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UCCX v5.0 – Deploying Cisco Unified Contact Center Express Software v9.0

Course 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, Remote Monitoring, 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.

Course Outline

  1. Module 1: Cisco Unified CCX Product Overview
    1. Cisco Unified CCX Product Packages
    2. Cisco Unified CCX Product Family
    3. Cisco Unified CCX Primary Functions
    4. Cisco Unified CCX Product Package Options
    5. Cisco Unified CCX Compatibility
    6. Cisco Unified CCX Operating Systems
    7. Cisco Unified CCX Hardware Platforms
    8. Cisco Unified CCX Capacities
    9. Cisco Unified CCX Architecture
    10. The Cisco Unified CCX Environment
    11. Cisco Unified CCX Cluster Components
    12. Cisco Unified CCX Datastores
    13. Cisco Unified CCX Deployment Models
    14. Designing Cisco Unified CCX
    15. Design Considerations and Terminology
    16. Call Center Sizing Calculations
    17. Unified Communications Sizing Tool
    18. Network Considerations from the SRND
  2. Module 2: Cisco Unified CCX Installation and Configuration
    1. Installing Cisco Unified CCX
    2. Preliminary Considerations
    3. Single Server or First Node Installation
    4. Single Server or First Node Server Setup
    5. Second Node Installation and Setup
    6. Installing Cisco Unified CCX in a VM
    7. Migrating to a VM
    8. Installation Log Files
    9. Upgrading Cisco Unified CCX
    10. Managing Cisco Unified CCX
    11. Cisco Unified Communications Manager Administration
    12. Cisco Unified CCX Administration
    13. Cisco Unified CCX Subsystems
    14. Administration Tools
    15. Supervisor and User Web Pages
    16. Cisco Desktop Work Flow Administrator
    17. Cisco Desktop Administrator
    18. Serviceability and Maintenance Summaries
    19. Configuring Basic Properties of Cisco Unified CCX
    20. Call Flow Terms Defined
    21. The Cisco Unified CCX Call Flow
    22. Basic Cisco Unified CCX Configuration
    23. Configuration Wizards
  3. Module 3: Cisco Unified CCX Scripting
    1. Installing the Cisco Unified CCX Script Editor
    2. Installing the Cisco Unified CCX Script Editor
    3. Knowing the Script Editor
    4. Script Management
    5. Debugging a Script
    6. Creating a Basic IVR Script
    7. Starting a New Script
    8. Starting and Ending a Script and a Call
    9. Additional Steps for Playing a Message
    10. Prompting and Collecting Information
    11. Common Prompt and Collect steps
    12. Additional Prompting Steps
    13. Assigning Variable Information
    14. Getting and Setting Contact Information
    15. Transferring a call
    16. Accessing an External Database
    17. Database Access Overview
    18. Setting up the Database Subsystem
    19. Using Database Steps
    20. Making Decisions
    21. Steps used to create a loop
    22. Steps Used for Counting
    23. Decision Steps
    24. Confirming Caller Input
    25. Creating Generated Prompts
    26. Confirmation Steps
    27. Conditional Prompt Steps
  4. Module 4: Cisco Unified CCX ACD Operations
    1. Implementing Cisco Unified CCX
    2. ACD Components Defined
    3. Cisco Unified CCX Desktop Client Configuration Tool
    4. Cisco IP Phone Agent
    5. Cisco Agent Desktop
    6. Cisco Supervisor Desktop
    7. The Call Flow Revisited
    8. Configuring Cisco Unified CCX ACD Properties
    9. Scripting Fundamentals for Cisco Unified CCX
    10. Basic Cisco Unified CCX Script Design
    11. Cisco Unified CCX Script Steps
    12. Using Desktop Administration
    13. Cisco Desktop Administration Overview and Installation
    14. Cisco Agent Desktop Configuration Setup
    15. Work Flow Configuration
    16. Work Flow Groups Configuration
    17. Cisco Desktop Administrator
    18. Advanced Cisco Unified Contact Center Express Scripting Topics
    19. Day of Week, Time of Day, and Holiday Routing
    20. Using Subflows, Real-time Data, and Exception Handling
    21. Manipulating Data
    22. Using Email and HTTP Applications
    23. Using Cisco Unified CCX Reports
    24. Cisco Unified CCX Reporting Options
    25. Real-time Reporting
    26. Cisco Unified IC
    27. Historical Reporting Client
  5. Module 5: Cisco Unified Contact Center Express Premium
    1. Using Remote Monitoring
    2. Remote Monitoring Overview
    3. Remote Monitoring Configuration
    4. CSQ Device IDs
    5. Configuring the Outbound Dialer
    6. Outbound Dialer Overview
    7. Common Outbound Configurations
    8. Outbound IVR Dialing
    9. Outbound Direct Preview Dialing
    10. Outbound Direct Preview Dialer Configuration
    11. Outbound Dialer Reports
    12. Troubleshooting Information
    13. Configuring Agent Email and Agent Web Chat
    14. Agent Email
    15. Agent Email Configuration
    16. Defining Agent Web Chat
    17. Agent Web Chat Configurations
    18. Understanding ASR and TTS
    19. MRCP ASR and TTS Overview
    20. Provisioning ASR and TTS Servers
    21. Grammars
    22. Script Editor Steps
    23. Spoken Names
    24. Text-to-Speech
  6. Module 6: Cisco Unified CCX Maintenance
    1. Using Cisco Unified RTMT
    2. Cisco Unified RTMT Concepts
    3. Installing Cisco Unified RTMT
    4. Performance Monitoring
    5. Tools
    6. Using the Disaster Recovery System
    7. DRS Overview
    8. Performing Backups
    9. Restoring a Backup
  7. Lab Outline
    1. Lab 2-1: Review Cisco Unified CCX Installation
    2. Lab 2-2: Provisioning Telephony and Media
    3. Lab 3-1: Installing the Cisco Unified CCX Editor
    4. Lab 3-2: Starting Your New Locator Script
    5. Lab 3-3: Prompting and Collecting Information from a Caller
    6. Lab 3-4: Accessing a Database
    7. Lab 3-5: Loops, Counters, and Decision-Making
    8. Lab 3-6: Confirming Caller Input
    9. Lab 4-1: Configuring Cisco Unified CCX
    10. Lab 4-2: Cisco Unified CCX Scripting
    11. Lab 4-3: Using the Cisco Desktop Work Flow Administrator
    12. Lab 4-4: Advanced Cisco Unified CCX Scripting Techniques
    13. Lab 4-5: Cisco Unified Contact Center Express Reporting
    14. Lab 5-1: Remote Monitoring
    15. Lab 5-2: Outbound Preview Dialing
    16. Lab 5-3: Agent Email and Web Chat
    17. Lab 5-4: Spoken Names and Automatic Speech Recognition
    18. Lab 6-1: Using the Cisco Unified Real-time Monitoring Tool

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