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

 

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

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

Prices & Delivery methods

Online Training

Duration
5 days

Price (excl. tax)

Courseware language: English

Classroom Training

Duration
5 days

Price (excl. tax)

Courseware language: English

Schedule

Guaranteed date:   The course is guaranteed to run regardless of the number of participants. This excludes unforeseeable events (e.g. accident, illness of the trainer) which make it impossible to carry out the course.
Instructor-led Online Training:   Course conducted online in a virtual classroom.
FLEX Classroom Training (hybrid course):   Course participation either on-site in the classroom or online from the workplace or from home.

English

Time zone: Central European Time (CET)   ±1 hour

Online Training Time zone: Central European Time (CET)
Online Training Time zone: Greenwich Mean Time (GMT)
Online Training
Classroom option: London (Int Hse)
Time zone: British Summer Time (BST)
Online Training Time zone: British Summer Time (BST)
Online Training Time zone: Greenwich Mean Time (GMT)

2 hours difference

Online Training
Classroom option: Dubai
Time zone: Gulf Standard Time (GST)

3 hours difference

Online Training
Classroom option: Dubai
Time zone: Gulf Standard Time (GST)

6 hours difference

Online Training Time zone: Central Daylight Time (CDT) Guaranteed date!

7 hours difference

Online Training Time zone: Central Daylight Time (CDT)
Online Training Time zone: Central Daylight Time (CDT)
FLEX Classroom Training (hybrid course):   Course participation either on-site in the classroom or online from the workplace or from home.

Germany

Hamburg
Hamburg
Hamburg

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