Deploying Cisco Unified Contact Center Express

5 Day Course
Hands On
Official Curriculum

Book Now - 3 Delivery Methods Available:

Classroom Virtual Classroom Private Group - Virtual Self-Paced Online


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.


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.


Hide all

Cisco Unified CCX Product Overview (3 topics)

  • Cisco Unified CCX Product Packages
  • Cisco Unified CCX Architecture
  • Designing Cisco Unified CCX

Cisco Unified CCX Installation and Configuration (3 topics)

  • Installing Cisco Unified CCX
  • Managing Cisco Unified CCX
  • Configuring Basic Properties of Cisco Unified CCX

Cisco Unified CCX Scripting (6 topics)

  • Installing Cisco Unified CCX Script Editor
  • Creating a Basic IVR Script
  • Prompting and Collecting Information
  • Accessing an External Database
  • Making Decisions
  • Confirming Caller Input

Cisco Unified CCX ACD Operations (5 topics)

  • Implementing Cisco Unified CCX
  • Scripting Fundamentals for Cisco Unified CCX
  • Using Desktop Administration
  • Advanced Cisco Unified CCX Scripting Topics
  • Using Cisco Unified CCX Reports

Implementing Cisco Unified CCX (4 topics)

  • Using Remote Monitoring
  • Configuring the OutboundDialer
  • Agent Email and Agent Web Chat
  • Understanding ASR and TTS

Cisco Unified CCX Maintenance (2 topics)

  • Using Cisco UnifiedRTMT
  • Using Disaster Recovery System

Labs (18 topics)

  • Lab 2-1: Review Cisco Unified CCX Installation
  • Lab 2-2: Provisioning Telephony and Media
  • Lab 3-1: Installing the Cisco Unified CCX Editor
  • Lab 3-2: Starting your New Locator Script
  • Lab 3-3: Prompting and Collecting Information from a Caller
  • Lab 3-4: Accessing a Database
  • Lab 3-5: Loops, Counters, and Decision-Making
  • Lab 3-6: Confirming Caller Input
  • Lab 4-1: Configuring Cisco Unified CCX
  • Lab 4-2: Cisco Unified CCX Scripting
  • Lab 4-3: Using the Cisco Desktop Work Flow Administrator
  • Lab 4-4: Advanced Cisco Unified CCX Scripting Techniques
  • Lab 4-5: Cisco Unified Contact Center Express Reporting
  • Lab 5-1: Remote Monitoring
  • Lab 5-2: Outbound Preview Dialing
  • Lab 5-3: Agent Email and Web Chat
  • Lab 5-4: Spoken Names and Automatic Speech Recognition
  • Lab 6-1: Using the Cisco Unified Real-time Monitoring Tool


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.


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.

Code Location Duration Price May Jun Jul Aug Sep Oct
Virtual Classroom (Attend From Anywhere)
5 Days $3,980
UCCXD 5 Days $3,660
CUCCXD 5 Days $3,980
Virtual Classroom (Virtual On-Line)
5 Days $3,980

Course PDF


Share this Course


Recommend this Course