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Monday

July 4 07:09 PM

CS-UCCXD

Deploying Cisco Unified Contact Center Express (UCCXD) Training Class:

  • Ways to Train:
  • Live Classroom
    Class is delivered at a Centriq location with a live instructor actually in the classroom.
  • Live Virtual Class
    Class is delivered live online via Centriq's Virtual Remote technology. Student may attend class from home or office or other location with internet access.
  • HD Class
    Class is delivered via award winning HD-ILT at Centriq's facility. Students view the live instructor utilizing a 60'' HD monitor.
  • Ways to Buy:
  • Retail
    Class can be purchased directly via check, credit card, or PO.
  • CV Centriq Vouchers
    Class is available for students using Centriq Vouchers.
  • CP Centriq Choice Pass Eligible
    Class is available to students utilizing Centriq Choice Pass program.
Start Date End Date Duration Days Start Time End Time Time Zone Location Ways to Train Ways to Buy Price
09.26.22 09.30.22 5 Days M-F 9:00AM 5:00PM Central Virtual Only Live Virtual Classroom Cash CV Centriq Vouchers $3995.00
 
 
10.0 CV
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This course, Deploying Cisco Unified Contact Center Express (UCCX) v10.6 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.

Audience

The primary audience for this course is as follows:

  • Cisco Unified Communications system channel partners and resellers
  • System engineers
  • Customers deploying and maintaining Cisco Unified Contact Center Express products.
  • Customers and Cisco Partners deploying and maintaining new UCCX v10.6 technologies such as MediaSense, Finesse and Cisco Unified Intelligence Center

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

Course Completion

Upon successful completion of this course, students should be able to meet these overall objectives:

  • 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).
  • Describe how to implement and administer Cisco's Finesse Web-based agent desktop to include call variables, reasons, workflows, desktop layouts.
  • Describe how to implement and administer MediaSense as a recording server.
  • Describe how to implement and administer Cisco Unified Intelligence Center for reporting.
  • Understand how to maintain and monitor a Cisco Unified CCX system.

View the Deploying Cisco Unified Contact Center Express (UCCXD) Training Course Outline

Module 1: Cisco Unified CCX Product Overview

  • Lesson 1: 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
  • Lesson 2: Cisco Unified CCX Architecture
    • The Cisco Unified CCX Environment
    • Cisco Unified CCX Cluster Components
    • Cisco Unified CCX Datastores
    • Cisco Unified CCX Deployment Models
  • Lesson 3: 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

  • Lesson 1: 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
  • Lesson 2: 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
  • Lesson 3: 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

  • Lesson 1: Installing the Cisco Unified CCX Script Editor
    • Installing the Cisco Unified CCX Script Editor
    • Knowing the Script Editor
    • Script Management
    • Debugging a Script
  • Lesson 2: Creating a Basic IVR Script
    • Starting a New Script
    • Starting and Ending a Script and a Call
    • Additional Steps for Playing a Message
  • Lesson 3: Prompting and Collecting Information
    • Common Prompt and Collect steps
    • Additional Prompting Steps
    • Assigning Variable Information
    • Getting and Setting Contact Information
    • Transferring a call
  • Lesson 4: Accessing an External Database
    • Database Access Overview
    • Setting up the Database Subsystem
    • Using Database Steps
  • Lesson 5: Making Decisions
    • Steps used to create a loop
    • Steps Used for Counting
    • Decision Steps
  • Lesson 6: Confirming Caller Input
    • Creating Generated Prompts
    • Confirmation Steps
    • Conditional Prompt Steps

Module 4: Cisco Unified CCX ACD Operations

  • Lesson 1: Implementing Cisco Unified CCX
    • ACD Components Defined
    • Cisco Unified CCX Desktop Client Configuration Tool
    • Cisco Agent Desktop (CAD)
    • Cisco Supervisor Desktop (CSD)
    • The Call Flow Revisited
    • Configuring Cisco Unified CCX ACD Properties
  • Lesson 2: Scripting Fundamentals for Cisco Unified CCX
    • Basic Cisco Unified CCX Script Design
    • Cisco Unified CCX Script Steps
  • Lesson 3: Using Desktop Administration
    • Cisco Desktop Administration Overview and Installation
    • Cisco Agent Desktop Configuration Setup
    • Work Flow Configuration
    • Work Flow Groups Configuration
    • Cisco Desktop Administrator
  • Lesson 4: 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

Module 5: Cisco Unified Contact Center Express Premium Functions

  • Lesson 1: Using Remote Monitoring
    • Remote Monitoring Overview
    • Remote Monitoring Configuration
    • CSQ Device IDs
  • Lesson 2: 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
  • Lesson 3: Configuring CAD Agent Email and Agent Web Chat
    • Agent Email
    • Agent Email Configuration
    • Defining Agent Web Chat
    • Agent Web Chat Configurations
  • Lesson 4: 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: Deploying UCCX v10.6 Functions

  • Lesson 1: Implementing Cisco Finesse
    • Cisco Finesse Overview
    • Cisco Finesse Administration Console
    • Implementing Cisco Finesse Agent Desktop
    • Implementing Cisco Finesse Supervisor Desktop
  • Lesson 2: Implementing Media Sense Call Recording
    • MediaSense Call Recording Overview
    • Configure MediaSense for Call Recording
    • Implement MediaSense Call Recording via WorkFlows
    • Configure MediaSense Search and Play Gadgets
  • Lesson 3: Configuring Finesse Agent Email
    • Finesse Agent Email Overview
    • Configuring Finesse Agent Email
  • Lesson 4: Configuring Finesse Agent Web Chat
    • Finesse Agent Web Chat Overview
    • Configuring Finesse Agent Web Chat
    • Finesse Agent Web Chat Configuration

Module 7: UCCX Reports

  • Lesson 1: Using Cisco Unified CCX Reports (Pre-v10.0)
    • Cisco Unified CCX Reporting Options
    • Real-time Reporting
    • Cisco Unified IC
    • Historical Reporting Client
  • Lesson 2: Managing Cisco Unified Intelligence Center (CUIC)
    • CUIC Overview
    • Accessing CUIC Administration
    • Create and Maintain Users
    • Create User Groups
    • View Audit Trails
    • Importing Stock Reports
    • Purge Reports
  • Lesson 3: Using Cisco Unified CCX Reports (CUIC)
    • Accessing CUIC Reports
    • Running Stock Reports
  • Copy and Modify Stock Reports

Module 8: Cisco Unified CCX Maintenance

  • Lesson 1: Using Cisco Unified RTMT
    • Cisco Unified RTMT Concepts
    • Installing Cisco Unified RTMT
    • Performance Monitoring
    • Tools
    • Lesson 2: Using the Disaster Recovery System
    • DRS Overview
    • Performing Backups
    • Restoring a Backup

Labs:

  • Lab 2-1: Review Cisco Unified CCX Installation
  • Lab 2-2: Provisioning Telephony and Media
  • Lab 3-1: Installing the Cisco Unified CCX Editor
  • Lab 3-2: Start Your New Locator Script
  • Lab 3-3: Prompting and Collecting Information from a Caller
  • Lab 3-4: Accessing a Database
  • Lab 3-5: Loops, Counters, and Decision Making
  • Lab 3-6: Confirming Caller Input
  • Lab 4-1: Configuring Cisco Unified CCX
  • Lab 4-2: Cisco Unified CCX Scripting
  • Lab 4-3: Using the Cisco Desktop Work Flow Administrator
  • Lab 4-4: Advanced Cisco Unified CCX Scripting Techniques
  • Lab 4-5: Cisco Unified Contact Center Express Reporting
  • Lab 5-1: Remote Monitoring
  • Lab 5-2: Outbound Preview Dialing
  • Lab 5-3: Agent Email and Web Chat
  • Lab 5-4: Spoken Names and Automatic Speech Recognition
  • Lab 6-1: Implementing Cisco Finesse Desktops
  • Lab 6-2: Implementing Cisco Media Sense Call Recording
  • Lab 6-3: Configuring Finesse Agent Email
  • Lab 6-4: Configuring Finesse Agent Web Chat
  • Lab 7-1: Using the Cisco Unified Real-time Monitoring Tool

Enroll Now!