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Course Details
The UCCXD – Deploying Cisco Unified Contact Center Express v6.0 course provides an understanding of Cisco’s Unified Contact Center Express (Unified CCX) product and all of its associated client applications and scripting tools. You will learn about all of the Unified CCX components, servers, deployment options, and clients. You will learn how to perform capacity planning, choose the correct product features, and install the product.
This course is designed for systems engineers who will be responsible for deploying the Cisco Unified Contact Center Express (Unified CCX) and Cisco Unified IP Interactive Voice Response (Unified IP IVR) products. Our instructors place major emphasis on the Unified CCX script editing tool, Unified CCX Editor, which allows administrators to script the Contact Center’s caller experience through the system, including queries, recordings, menu input, digit string input, and database operations. You will cover the Cisco Finesse Agent and Supervisor Desktops as well as the Finesse Desktop Administration tool to optimize the call agent’s desktop display and options, supervisor optimization of the Call Center, and reporting options and customizations. You will explore Automatic Speech Recognition (ASR) and Text-to-Speech (TTS) technologies, Social Miner, and Outbound Dialing technologies and you’ll examine options for troubleshooting, reporting, and maintaining the system.
Objectives
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
Outline
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
Target Audience
Engineers involved in the deployment and maintenance of Unified Contact Center Express products.
Prerequisites
Attendees should meet the following prerequisites: