Deploying Cisco Unified Contact Center Express (UCCXD)
Информация
Код курса
UCCXD
Продолжительность
5 Дней, 40 Ак. Часов
Форматы обучения
Classroom
OnLine
On-Site
Virtual
5-дневный курс DUCCE разработан для системных инженеров и пользователей, в чьи обязанности входит ежедневная работа с продуктом Cisco Unified Contact Center Enterprise (Cisco Unified CCE). Данный курс познакомит слушателей с процессом инсталляции и настройки Cisco Unified CCE, функции Cisco Outbound Option, а также с методиками поиска и устранения неисправностей. За время курса слушатель получит общее понимание системы, процессов и окружения Cisco Unified CCE. Сможет инсталлировать и конфигурировать систему Cisco Unified CCE, создавать опции маршрутизации при помощи внешней базы данных SQL и Application Gateway, инсталлировать и конфигурировать Cisco Outbound Option, а также использовать Cisco Support Tools, Cisco Analysis Manager и Cisco Unified Intelligence Center.
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
