» 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
Module 1: Cisco Unified CCX Product Overview
Cisco Unified CCX Product Packages
Cisco Unified CCX Product Family
Cisco Unified CCX Primary Functions
Cisco Unified CCX Product Package Options
Cisco Unified CCX Compatibility
Cisco Unified CCX Operating Systems
Cisco Unified CCX Hardware Platforms
Cisco Unified CCX Capacities
Cisco Unified CCX Architecture
The Cisco Unified CCX Environment
Cisco Unified CCX Cluster Components
Cisco Unified CCX Datastores
Cisco Unified CCX Deployment Models
Designing Cisco Unified CCX
Design Considerations and Terminology
Call Center Sizing Calculations
Unified Communications Sizing Tool
Network Considerations from the SRND
Module 2: Cisco Unified CCX Installation and Configuration