Upon completion of the course, you will be able to:

• Provide a comprehensive overview of the Cisco Unified Contact Center Express product suite•
• 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

Cisco Unified CCX Product Overview

• Cisco Unified CCX Product Packages
• Cisco Unified CCX Architecture
• Designing Cisco Unified CCX

Cisco Unified CCX Installation and Configuration

• Installing Cisco Unified CCX
• Managing Cisco Unified CCX
• Configuring Basic Properties of Cisco Unified CCX

Cisco Unified CCX Scripting

• Understanding Script Editor Basics
• Creating a Basic IVR Script
• Prompting and Collecting Information
• Accessing an External Database
• Making Decisions
• Confirming Caller Input

Cisco Unified CCX ACD Operations

• Implementing Cisco Unified CCX
• Scripting Fundamentals for Cisco Unified CCX
• Using the Finesse Administration and Call Recording
• Advanced Scripting Topics for Cisco Unified CCX
• Using Cisco Unified CCX Reports

Cisco Unified CCX Premium Functions

• Configuring the Outbound Dialer
• Agent Email and Agent Web Chat
• Understanding ASR and TTS

Cisco Unified CCX Maintenance

• Using Cisco Unified RTMT
• Using the Disaster Recovery System

Labs

• Lab 1: Review of Cisco Unified CCX Installation
• Lab 2: Provisioning Telephony and Media
• Lab 3: Understanding Script Editor Basics
• Lab 4: Start your New Locator Script
• Lab 5: Prompt and Collect Information from a Caller
• Lab 6: Accessing a Database
• Lab 7: Loops, Counters, and Decision-Making
• Lab 8: Confirming Caller Input
• Lab 9: Configuring Cisco Unified CCX
• Lab 10: Cisco Unified CCX Scripting
• Lab 11: Using Finesse Administration and Call Recording
• Lab 12: Advanced Cisco Unified CCX Scripting Techniques
• Lab 13: Cisco Unified Contact Center Express Reporting
• Lab 14: Outbound Preview Dialing
• Lab 15: Agent Email and Web Chat
• Lab 16: Spoken Names and Automatic Speech Recognition
• Lab 17: Using the Cisco Unified Real-time Monitoring Tool

Engineers involved in the deployment and maintenance of Unified Contact Center Express products.

Attendees should meet the following prerequisites:

• Internetworking Fundamentals (ICND1 and ICND2 Or CCNAX) recommended.
• Basic IP telephony concepts (CICD) recommended.
• Cisco Unified Communication Manager deployments (CIPTV1) recommended.
• Cisco IP Phones, Cisco IP Communicator
• Contact Center Operations