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► ProgramsDeploying Cisco Unified Contact Center Express (UCCXD)

Deploying Cisco Unified Contact Center Express (UCCXD)

Overview

This course, Deploying Cisco Unified Contact Center Express (UCCXD), provides the student with hands-on experience and knowledge of tasks typically performed during contact center deployment. This includes the deployment of Cisco Unified Contact Center Express and Cisco Unified IP Interactive Voice Response (IVR) (Cisco Unified CCX and Cisco Unified IP IVR) as contact center solutions. Tasks include planning, installation, and configuration, scripting, and troubleshooting. Management Controller (Cisco IMC) Supervisor

Objectives

After completion of this course, students will be able to...
  • 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.

Audience

  • Cisco Unified Communications system channel partners and resellers
  • System engineers
  • Customers deploying and maintaining Cisco Unified Contact Center Express products.

Prerequisites

To fully benefit from this course, students should have the following prerequisite skills and knowledge:
  • Internetworking Fundamentals
  • Basic IP telephony concepts
  • Cisco Unified Communications Manager
  • Cisco IP phones, Cisco IP Communicator
  • Contact Center operations

HD-ILT

HD-ILT™ (High Definition Instructor Led Training) is a patented, state-of-the-art video conferencing/remote lab training modality that allows students to study from Reston, VA; Columbia, MD or any of our other 30+ locations across North America, or remotely from a home or office. Students in the HD-ILT lab will receive live instruction in a virtual environment, including the same hands-on labs used in classroom-based courses.  For more information on our HD-ILT learning environment, click here.

Duration

5 Days

Course Outline

Group Training Available

UMBC Training Centers can deliver any of our courses in a group training environment at our facilities or yours. Group training can be an effective and economical method to quickly assure competency and consistency of knowledge and skills within an organization or department.