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Unified Contact Center Express and Unified IP IVR Deployment (UCCXD)

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Course Description Schedule
 

Who should attend

  • Channel Partner/Reseller
  • Customer
  • Employee

Certifieringar

This course is part of the following Certifications:

Prerequisites

Prior to attending this course, learners should understand Internetworking Fundamentals, Basic IP telephony concepts, Cisco Unified Communications Manager deployments, Cisco IP Phones, Cisco IP Communicator, Contact Center Operations, Microsoft Windows 2000, 2003, XP, MS SQL 200, and MSDE Databases.

Course Objectives

After completing this course, learners will be able to design and plan a Unified Contact Center Express and a Unified IP IVR implementation, install or discuss all CCX components, configure all CCX 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, and troubleshoot installations and workflows.

Upon completion of this course you will be able to:

  • 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

Course Content

  • Designing and Ordering
  • Installation and Configuration
  • CCX Script Editor
  • Basic Script Editor Steps
  • Caller and System Inputs
  • Database Access
  • Logical Operations
  • Call Transfers
  • Configuring Unified Contact Center Express
  • Desktop Product Suite
  • CCX Script Techniques
  • Cisco Desktop Administration
  • Remote Monitoring
  • Outbound Preview Dialer
  • Session Management
  • Reports
  • Servicing and Troubleshooting

Duration: 5 days

Prices (excl. tax):
  • Sverige: 28.900 Kr
  • Danmark: 21.400 Dkr
Cisco Learning Credits:

Please contact your Account Manager for CLC value

 
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Sverige

Currently no local training dates available.  For enquiries please write to info@flane.se.

Fast Lane will carry out all guaranteed training regardless of the number of attendees, exempt from force majeure or other unexpected events, like e.g. accidents or illness of the trainer, which prevent the course from being conducted.