Deploying Cisco Unified Contact Center Express
Overview
This course provides students with hands-on experience and knowledge of tasks typically performed during contact center deployment. This includes the deployment of Cisco Unified Contact Center Express (CCX) and Cisco Unified IP Interactive Voice Response (IVR) as contact center solutions. Tasks include planning, installation and configuration, scripting, and troubleshooting. This course is based on UCCX release 11.0.
Objectives
After you complete this 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
Training Partners
We work with the following best of breed training partners using our bulk buying power to bring you a wider range of dates, locations and prices.
Modules
Prerequisites
Attendees should meet the following prerequisites:
- Internetworking Fundamentals (ICND1 and ICND2 Or CCNABC) recommended.
- Basic IP telephony concepts (CICD) recommended.
- Cisco Unified Communication Manager deployments (CIPTV1) recommended.
- Cisco IP Phones, Cisco IP Communicator
- Contact Center Operations
Scheduled Dates
Please select from the dates below to make an enquiry or booking.
Pricing
Different pricing structures are available including special offers. These include early bird, late availability, multi-place, corporate volume and self-funding rates. Please arrange a discussion with a training advisor to discover your most cost effective option.