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SW19 4DS

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Course outline for CUCCXD: Unified Contact Center Express and Unified IP IVR DeploymentCUCCXD: Unified Contact Center Express and Unified IP IVR Deployment


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Course Duration: 5 days


Course Code: CUCCXD


Course Description:


This course provides the student with hands-on experience and knowledge of tasks typically performed during Contact Center deployment. This includes the deployment of Unified Contact Center Express (Unified CCX and Unified IP IVR as contact center solutions. Tasks include planning, installation, configuration tasks, troubleshooting and creating Cisco scripts, the deployment of both IP IVR and IPCC Express as a contact center solution. Tasks include planning, installation, configuration, scripting, troubleshooting and application creation.

 

After completing this course the student should be able to:

 

Design and plan an IP Contact Center and an Unified IP IVR implementation
Install or discuss CRS components, servers, agent and supervisor desktops and clients
Configure all CRS components
Build workflow applications to exploit Unified IP IVR features and capabilities
Build contact center workflows to exploit Unified CCX features and capabilities
Troubleshoot installations and workflows

 

Who Should Attend


Channel Partner/Reseller, Customer, Employee


Prerequisites:

Internetworking Fundamentals
Basic IP Telephony Concepts
Cisco CallManager Deployment
Cisco IP Phones, Softphones
Contact Center Operations
Microsoft Windows 2000
MS SQL 2000, MSDE Databases


Relevant Certifications:

Cisco IP Contact Center Express Specialist


This course includes the following modules:

Course Content

  • CRS Product Overview
  • CRS Design and Ordering
  • Installation & Configuration
  • Script Editor
  • Creating Scripts and Applications
  • Configuring UCCX ACD
  • Creating Scripts for Contact Centers
  • Using Cisco Desktop Admin (CDA)
  • Supervisor Remote Monitoring
  • Using ASR and TTS
  • Outbound Preview Dialing
  • Reporting
  • Troubleshooting

 

Location

Duration

RRP

May

Jun

Jul

Aug

Sep

Oct

Click on course date to make a booking, check availability, or find out about available discounts.

London - Old Broad Street

5 days

£1995

19 - 23

 

 

 

8 - 12

 

Wokingham

5 days

£1995

 

 

21 - 25

 

 

 


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