
Unified Contact Center Express and Unified IP IVR Deployment (UCCXD)
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
Click on the location to go directly to the booking page Schedule
Sweden
Currently there are no local training dates scheduled. For enquiries please write to info@flane.se.
Europe
Germany
Slovenia
Spain
02/07/2018 - 06/07/2018
Madrid
United Kingdom
11/06/2018 - 15/06/2018
London (Int Hse)
24/09/2018 - 28/09/2018
London (Int Hse)
12/11/2018 - 16/11/2018
London (Int Hse)
10/12/2018 - 14/12/2018
London (Int Hse)
North America
United States
Asia Pacific
Middle East
Africa
Egypt
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.
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.