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Deploying Cisco Unified Contact Center Express (UCCX)

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Detaillierter Kursinhalt

1: Cisco Unified CCX Product Overview
  • 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
  • Cisco Unified CCX Architecture
    • The Cisco Unified CCX Environment
    • Cisco Unified CCX Cluster Components
    • Cisco Unified CCX Datastores
    • Cisco Unified CCX Deployment Models
  • Designing Cisco Unified CCX
    • Design Considerations and Terminology
    • Call Center Sizing Calculations
    • Unified Communications Sizing Tool
    • Network Considerations from the SRND
2: Cisco Unified CCX Installation and Configuration
  • 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
  • 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
  • Configuring Basic Properties of Cisco Unified CCX
    • Call Flow Terms Defined
    • The Cisco Unified CCX Call Flow
    • Basic Cisco Unified CCX Configuration
    • Configuration Wizards
3: Cisco Unified CCX Scripting
  • Installing the Cisco Unified CCX Script Editor
    • Installing the Cisco Unified CCX Script Editor
    • Knowing the Script Editor
    • Script Management
    • Debugging a Script
  • Creating a Basic IVR Script
    • Starting a New Script
    • Starting and Ending a Script and a Call
    • Additional Steps for Playing a Message
  • Prompting and Collecting Information
    • Common Prompt and Collect steps
    • Additional Prompting Steps
    • Assigning Variable Information
    • Getting and Setting Contact Information
    • Transferring a call
  • Accessing an External Database
    • Database Access Overview
    • Setting up the Database Subsystem
    • Using Database Steps
  • Making Decisions
    • Steps used to create a loop
    • Steps Used for Counting
    • Decision Steps
  • Confirming Caller Input
    • Creating Generated Prompts
    • Confirmation Steps
    • Conditional Prompt Steps
4: Cisco Unified CCX ACD Operations
  • Implementing Cisco Unified CCX
    • ACD Components Defined
    • Cisco Unified CCX Desktop Client Configuration Tool
    • Cisco IP Phone Agent
    • Cisco Agent Desktop
    • Cisco Supervisor Desktop
    • The Call Flow Revisited
    • Configuring Cisco Unified CCX ACD Properties
  • Scripting Fundamentals for Cisco Unified CCX
    • Basic Cisco Unified CCX Script Design
    • Cisco Unified CCX Script Steps
  • Using Desktop Administration
    • Cisco Desktop Administration Overview and Installation
    • Cisco Agent Desktop Configuration Setup
    • Work Flow Configuration
    • Work Flow Groups Configuration
    • Cisco Desktop Administrator
  • 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
  • Using Cisco Unified CCX Reports
    • Cisco Unified CCX Reporting Options
    • Real-time Reporting
    • Cisco Unified IC
    • Historical Reporting Client
5: Cisco Unified Contact Center Express Premium Functions
  • Using Remote Monitoring
    • Remote Monitoring Overview
    • Remote Monitoring Configuration
    • CSQ Device IDs
  • 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
  • Configuring Agent Email and Agent Web Chat
    • Agent Email
    • Agent Email Configuration
    • Defining Agent Web Chat
    • Agent Web Chat Configurations
  • Understanding ASR and TTS
    • MRCP ASR and TTS Overview
    • Provisioning ASR and TTS Servers
    • Grammars
    • Script Editor Steps
    • Spoken Names
    • Text-to-Speech
6: Cisco Unified CCX Maintenance
  • Using Cisco Unified RTMT
    • Cisco Unified RTMT Concepts
    • Installing Cisco Unified RTMT
    • Performance Monitoring
    • Tools
  • Using the Disaster Recovery System
    • DRS Overview
    • Performing Backups
    • Restoring a Backup