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


Who should attend

  • Channel Partner/Reseller
  • Customer
  • Employee


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

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. 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

Duration 5 days

Price (excl. tax)
  • Germany: 3,190.- €
  • Switzerland: CHF 4,500.-

  • Cisco Learning Credits: 35 CLC
incl. catering
Catering includes:

  • Coffee, Tea, Juice, Water, Soft drinks
  • Pastry and Sweets
  • Fresh fruits
  • Lunch in a nearby restaurant

* Catering information only valid for courses delivered by Fast Lane.

Digital courseware

Courseware language: English

Click on town name to book Schedule
This is a FLEX course, which is delivered both virtually and in the classroom.
09/03/2020 - 13/03/2020 Hamburg
30/03/2020 - 03/04/2020 Berlin
11/05/2020 - 15/05/2020 Düsseldorf
15/06/2020 - 19/06/2020 Frankfurt
29/06/2020 - 03/07/2020 Munich
03/08/2020 - 07/08/2020 Münster
31/08/2020 - 04/09/2020 Hamburg
05/10/2020 - 09/10/2020 Berlin
09/11/2020 - 13/11/2020 Düsseldorf
07/12/2020 - 11/12/2020 Frankfurt
FLEX Training

Please see below our alternative, English language, FLEX course options.

17/08/2020 - 21/08/2020 FLEX training This is an English language FLEX course.
Time zone: Europe/London
29/06/2020 - 03/07/2020 Zurich
16/03/2020 - 20/03/2020 Vienna (iTLS)
07/09/2020 - 11/09/2020 Vienna (iTLS)

Fast Lane Flex™ Classroom If you can't find a suitable date, don't forget to check our world-wide FLEX™ training schedule.

11/05/2020 - 15/05/2020 Paris
United Kingdom
30/03/2020 - 03/04/2020 Manchester
08/06/2020 - 12/06/2020 London (Int Hse)
17/08/2020 - 21/08/2020 FLEX training This is an English language FLEX course.
Time zone: Europe/London
Middle East
United Arab Emirates
12/04/2020 - 16/04/2020 Dubai Course language: English This course is being delivered by iTLS.
11/10/2020 - 15/10/2020 Dubai Course language: English This course is being delivered by iTLS.
31/05/2020 - 04/06/2020 Cairo Course language: English
29/11/2020 - 03/12/2020 Cairo Course language: English