Deploying Cisco Unified Contact Center Express (UCCX) 5.0

Deploying Cisco Unified Contact Center Express (UCCX) 5.0 - Insoft Services
Deploying Cisco Unified Contact Center Express (UCCX) 5.0
  • Deploying Cisco Unified Contact Center Express (UCCX) 5.0

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    Cisco Unified Contact Center


     Aug 21 to Aug 25, 2017

    Dec 4 to Dec 8, 2017

    Course Details

    Deploying Cisco Unified Contact Center Express (UCCX) 5.0

    The 5-day UCCX course provides knowledge and hands-on deployment experience for Cisco Unified Contact Center Express and Cisco Unified IP IVR. Deployment tasks include planning, installation, configuration, administration, script development, agent and supervisor deployments, and troubleshooting.

    Career Certification:

    CCIE Voice

    Upon completing this course, you will be able to meet these overall objectives:

    • Design and plan a Unified Contact Center Express and a Unified IP IVR implementation
    • Install or discuss all CRS components, servers and clients
    • Configure all CRS components Build workflow applications to exploit Unified IP IVR features and capabilities
    • Build contact center workflows to exploit Unified Contact Center Express features and capabilities
    • Deploy and use Agent and Supervisor Desktop software
    • Deploy Outbound Preview Dialer for Unified CCX Troubleshoot installations and workflows

    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


    Module 2: Designing Cisco Unified CCX

    • Design Considerations and Terminology
    • Call Center Sizing Calculations
    • Unified Communications Sizing Tool
    • Network Considerations from the SRN2: Cisco Unified CCX Installation and Configuration
    • Installing Cisco Unified CCX
    • Preliminary Considerations
    • Single Server or First Node Installation
    • Single Server or First Node Server Setup
    • Second Node Installation and Setup
    • Installing Cisco Unified CCX in a VM
    • Migrating to a VM
    • Installation Log Files
    • Upgrading Cisco Unified CCX
    • Managing Cisco Unified CCX
    • Cisco Unified Communications Manager Administration
    • Cisco Unified CCX Administration
    • Cisco Unified CCX Subsystems
    • Administration Tools
    • Supervisor and User Web Pages
    • Cisco Desktop Work Flow Administrator
    • Cisco Desktop Administrator
    • Serviceability and Maintenance Summaries
    • Configuring Basic Properties of Cisco Unified CCX
    • Call Flow Terms Defined
    • The Cisco Unified CCX Call Flow
    • Basic Cisco Unified CCX Configuration
    • Configuration Wizards


    Module 3: Cisco Unified CCX Scripting

    • Installing the Cisco Unified CCX Script Editor
    • Installing the Cisco Unified CCX Script Editor
    • Knowing the Script Editor
    • Script Management
    • Debugging a Script
    • Creating a Basic IVR Script
    • Starting a New Script
    • Starting and Ending a Script and a Call
    • Additional Steps for Playing a Message


    Module 4: Cisco Unified CCX ACD Operations

    • Implementing Cisco Unified CCX
    • ACD Components Defined
    • Cisco Unified CCX Desktop Client Configuration Tool
    • Cisco IP Phone Agent
    • Cisco Agent Desktop
    • Cisco Supervisor Desktop
    • The Call Flow Revisited
    • Configuring Cisco Unified CCX ACD Properties
    • Scripting Fundamentals for Cisco Unified CCX
    • Basic Cisco Unified CCX Script Design
    • Cisco Unified CCX Script Steps
    • Using Desktop Administration
    • Cisco Desktop Administration Overview and Installation
    • Cisco Agent Desktop Configuration Setup
    • Work Flow Configuration
    • Work Flow Groups Configuration
    • Cisco Desktop Administrator
    • Advanced Cisco Unified Contact Center Express Scripting Topics
    • Day of Week, Time of Day, and Holiday Routing
    • Using Subflows, Real-time Data, and Exception Handling
    • Manipulating Data
    • Using Email and HTTP Applications
    • Using Cisco Unified CCX Reports
    • Cisco Unified CCX Reporting Options
    • Real-time Reporting
    • Cisco Unified IC
    • Historical Reporting Client


    Module 5: Cisco Unified Contact Center Express Premium Functions

    • Using Remote Monitoring
    • Remote Monitoring Overview
    • Remote Monitoring Configuration
    • CSQ Device IDs
    • Configuring the Outbound Dialer
    • Outbound Dialer Overview
    • Common Outbound Configurations
    • Outbound IVR Dialing
    • Outbound Direct Preview Dialing
    • Outbound Direct Preview Dialer Configuration
    • Outbound Dialer Reports
    • Troubleshooting Information
    • Configuring Agent Email and Agent Web Chat
    • Agent Email
    • Agent Email Configuration
    • Defining Agent Web Chat
    • Agent Web Chat Configurations
    • Understanding ASR and TTS
    • MRCP ASR and TTS Overview
    • Provisioning ASR and TTS Servers
    • Grammars
    • Script Editor Steps
    • Spoken Names
    • Text-to-Speech


    Module 6: Cisco Unified CCX Maintenance

    • Using Cisco Unified RTMT
    • Cisco Unified RTMT Concepts
    • Installing Cisco Unified RTMT
    • Performance Monitoring
    • Tools
    • Using the Disaster Recovery System
    • DRS Overview
    • Performing Backups
    • Restoring a Backup
    • Prompting and Collecting Information
    • Common Prompt and Collect steps
    • Additional Prompting Steps
    • Assigning Variable Information
    • Getting and Setting Contact Information
    • Transferring a call
    • Accessing an External Database
    • Database Access Overview
    • Setting up the Database Subsystem
    • Using Database Steps
    • Making Decisions
    • Steps used to create a loop
    • Steps Used for Counting
    • Decision Steps
    • Confirming Caller Input
    • Creating Generated Prompts
    • Confirmation Steps
    • Conditional Prompt Steps
    • Channel Partner / Reseller
    • Customer
    • Employee

    The knowledge and skills you should have before attending this course are as follows:

    • Internetworking Fundamentals
    • Basic IP telephony concepts
    • Cisco Unified Communications Manager
    • Cisco IP phones, Cisco IP Communicator
    • Contact Center operations