Deploying Cisco Unified Contact Center Express (UCCXD)

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