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Deploying Cisco Unified Contact Center Express (UCCXD)

Məlumat
Kursun kodu
UCCXD
Müddət
5 Gün, 40 Saat
Tədris formatları
Classroom
OnLine
On-Site
Virtual

Deploying Cisco Unified Contact Center Enterprise (DUCCE) is a 5-day instructor-led course presented by training partners. The course allows learners to deploy the Unified CCE v10.0 solution including installation, deploying HA and using troubleshooting tools to identify issues with inbound and outbound Contact Center functionality. This course is intended for those installing the Unified CCE solution, or those providing Level 3 solution support. This course also serves as a foundation for the two corresponding UCCE Administration courses, but is not a prerequisite. Students will learn enough about CCE scripting in this course to ensure system functionality only. A separate course exists for advanced scripting.

Who should attend 

Cisco Unified Communications system channel partners and resellers System engineers Customers deploying and maintaining Cisco Unified Contact Center Express products.

Prerequisites 

To fully benefit from this course, students should have the following prerequisite skills and knowledge: Internetworking Fundamentals Basic IP telephony concepts Cisco Unified Communications Manager Cisco IP phones, Cisco IP Communicator Contact Center operations.

Outline

Module 1: Cisco Unified CCX Product Overview

Lesson 1: Cisco Unified CCX Product Packages

Lesson 2: Cisco Unified CCX Architecture

Lesson 3: Designing Cisco Unified CCX

Module 2: Cisco Unified CCX Installation and Configuration

Lesson 1: Installing Cisco Unified CCX​

Lesson 2: Managing Cisco Unified CCX Lesson 3: Configuring Basic Properties of Cisco Unified CCX

Module 3: Cisco Unified CCX Scripting

Lesson 1: Understanding Script Editor Basics

Lesson 2: Creating a Basic IVR Script Lesson 3: Prompting and Collecting Information

Lesson 4: Accessing an External Database

Lesson 5: Making Decisions

Lesson 6: Confirming Caller Input

Module 4: Cisco Unified CCX ACD Operations

Lesson 1: Implementing Cisco Unified CCX

Lesson 2: Scripting Fundamentals for Cisco Unified CCX

Lesson 3: Using Desktop Administration

Lesson 4: Advanced Cisco Unified Contact Center Express Scripting Topics

Lesson 5: Using Cisco Unified CCX Reports

Module 5: Cisco Unified Contact Center Express Premium Functions

Lesson 1: Configuring the Outbound Dialer

Lesson 2: Configuring Agent Email and Agent Web Chat Lesson 3: Understanding ASR and TTS

Module 6: Cisco Unified CCX Maintenance

Lesson 1: Using Cisco Unified RTMT

Lesson 2: Using the Disaster Recovery System

Deploying Cisco Unified Contact Center Express (UCCXD)

Məlumat
Kursun kodu
UCCXD
Müddət
5 Gün, 40 Saat
Tədris formatları
Classroom
OnLine
On-Site
Virtual

Deploying Cisco Unified Contact Center Enterprise (DUCCE) is a 5-day instructor-led course presented by training partners. The course allows learners to deploy the Unified CCE v10.0 solution including installation, deploying HA and using troubleshooting tools to identify issues with inbound and outbound Contact Center functionality. This course is intended for those installing the Unified CCE solution, or those providing Level 3 solution support. This course also serves as a foundation for the two corresponding UCCE Administration courses, but is not a prerequisite. Students will learn enough about CCE scripting in this course to ensure system functionality only. A separate course exists for advanced scripting.

Who should attend 

Cisco Unified Communications system channel partners and resellers System engineers Customers deploying and maintaining Cisco Unified Contact Center Express products.

Prerequisites 

To fully benefit from this course, students should have the following prerequisite skills and knowledge: Internetworking Fundamentals Basic IP telephony concepts Cisco Unified Communications Manager Cisco IP phones, Cisco IP Communicator Contact Center operations.

Outline

Module 1: Cisco Unified CCX Product Overview

Lesson 1: Cisco Unified CCX Product Packages

Lesson 2: Cisco Unified CCX Architecture

Lesson 3: Designing Cisco Unified CCX

Module 2: Cisco Unified CCX Installation and Configuration

Lesson 1: Installing Cisco Unified CCX​

Lesson 2: Managing Cisco Unified CCX Lesson 3: Configuring Basic Properties of Cisco Unified CCX

Module 3: Cisco Unified CCX Scripting

Lesson 1: Understanding Script Editor Basics

Lesson 2: Creating a Basic IVR Script Lesson 3: Prompting and Collecting Information

Lesson 4: Accessing an External Database

Lesson 5: Making Decisions

Lesson 6: Confirming Caller Input

Module 4: Cisco Unified CCX ACD Operations

Lesson 1: Implementing Cisco Unified CCX

Lesson 2: Scripting Fundamentals for Cisco Unified CCX

Lesson 3: Using Desktop Administration

Lesson 4: Advanced Cisco Unified Contact Center Express Scripting Topics

Lesson 5: Using Cisco Unified CCX Reports

Module 5: Cisco Unified Contact Center Express Premium Functions

Lesson 1: Configuring the Outbound Dialer

Lesson 2: Configuring Agent Email and Agent Web Chat Lesson 3: Understanding ASR and TTS

Module 6: Cisco Unified CCX Maintenance

Lesson 1: Using Cisco Unified RTMT

Lesson 2: Using the Disaster Recovery System