The primary audience for this course will be CiscoChannel Partners and Resellers, System Engineers and Customers deploying and maintaining Unified Contact Center Express products. This course is also very popular for people looking to prepare for the CCIE Voice exam as it covers the use of the CRS server for IP IVR and Call Centre type ACD applications.
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 9.0
Cisco Unified CCX Product Overview Cisco Unified CCX Product Packages Cisco Unified CCX Architecture Designing Cisco Unified CCX Cisco Unified CCX Installation andConfiguration Installing Cisco Unified CCX Managing Cisco Unified CCX Configuring Basic Properties of Cisco Unified CCX Cisco Unified CCX Scripting 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 Implementing Cisco Unified CCX Scripting Fundamentals for Cisco Unified CCX Using Desktop Administration Advanced Cisco Unified CCX Scripting Topics Using Cisco Unified CCX Reports Cisco Unified CCX Premium Functions Using Remote Monitoring Configuring the OutboundDialer Agent Email and Agent Web Chat Understanding ASR and TTS Cisco Unified CCX Maintenance Using Cisco UnifiedRTMT Using Disaster Recovery System Labs 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
After you complete this course you will be able to: Provide a comprehensive overview of the Cisco Unified Contact Center Express product suite. This overview will cover descriptions of the product, compatibility, and hardware and software options, architecture, and sizing and ordering tools. 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, Remote Monitoring, 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.