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

Course Description Schedule
 

Course Overview

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

Who should attend

  • Channel Partner/Reseller
  • Customer
  • Employee

Prerequisites

It is recommended, but not required, that students have basic knowledge of:

  • Internetworking Fundamentals
  • Basic IP Telephony Concepts
  • Cisco Unified Communications Manager
  • Cisco IP Phones
  • Cisco IP Communicator
  • Contact Center Operations

Course 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

Course Content

  • Module 1: Cisco Unified CCX Product Overview
  • Module 2: Cisco Unified CCX Installation and Configuration
  • Module 3: Cisco Unified CCX Scripting
  • Module 4: Cisco Unified CCX ACD Operations
  • Module 5: Cisco Unified CCX Premium Functions
  • Module 6: Cisco Unified CCX Maintenance
Classroom Training
Modality: C

Duration 5 days

Price (excl. VAT)
  • Sweden: 28,900 Kr
Enroll now
Online Training
Modality: L
Price (excl. VAT)
  • Sweden: 28,900 Kr
Enroll now
 
Click on the location to go directly to the booking page Schedule
Sweden
08/01/2018 - 12/01/2018 Stockholm Course language: English
05/02/2018 - 09/02/2018 Stockholm Course language: English
14/05/2018 - 18/05/2018 Stockholm Course language: English
This computer icon in the schedule indicates that this date/time will be conducted as Instructor-Led Online Training.
This is a FLEX course, which is delivered both virtually and in the classroom. Please note, local pricing is applicable.