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

Course Description Schedule

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: 36 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
Click on town name to book Schedule
This computer icon in the schedule indicates that this date/time will be conducted as Instructor-Led Online Training.
05/08/2019 - 09/08/2019 Münster
02/09/2019 - 06/09/2019 Hamburg
07/10/2019 - 11/10/2019 Berlin
11/11/2019 - 15/11/2019 Düsseldorf
09/12/2019 - 13/12/2019 Frankfurt
14/10/2019 - 18/10/2019 Paris
11/05/2020 - 15/05/2020 Paris
30/09/2019 - 04/10/2019 Milan
21/10/2019 - 25/10/2019 Rome
16/09/2019 - 20/09/2019 Belgrade Course language: English
25/11/2019 - 29/11/2019 Ljubljana Course language: English
United Kingdom
23/09/2019 - 27/09/2019 London (Int Hse)
25/11/2019 - 29/11/2019 London (Int Hse)
North America
United States
16/09/2019 - 20/09/2019 Overland Park
16/09/2019 - 20/09/2019 Online Training Time zone: US/Central Course language: English
11/11/2019 - 15/11/2019 Herdon, VA
11/11/2019 - 15/11/2019 Online Training Time zone: US/Central Course language: English
11/11/2019 - 15/11/2019 Online Training Time zone: US/Eastern Course language: English
Middle East
United Arab Emirates
08/09/2019 - 12/09/2019 Dubai Course language: English This course is being delivered by iTLS.
08/09/2019 - 12/09/2019 Cairo Course language: English

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