UCCX v5.0 – Deploying Cisco Unified Contact Center Express

UCCX v5.0 – Deploying Cisco Unified Contact Center Express

UCCX v5.0 – Deploying Cisco Unified Contact Center Express

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5 päivän kurssi

Cisco Unified Contact Center

Tulevat päivämäärät

 Oct 2 to Oct 6, 2017

Dec 18 to Dec 22, 2017

Course Details

UCCX v5.0 – Deploying Cisco Unified Contact Center Express

The 5-day UCCX course provides knowledge and hands-on deployment experience for Cisco Unified Contact Center Express and Cisco Unified IP IVR. Deployment tasks include planning, installation, configuration, administration, script development, agent and supervisor deployments, and troubleshooting.

Career Certification:

CCIE Voice

Upon completing this course, you will be able to meet these overall objectives:

  • Design and plan a Unified Contact Center Express and a Unified IP IVR implementation
  • Install or discuss all CRS components, servers and clients
  • Configure all CRS components Build workflow applications to exploit Unified IP IVR features and capabilities
  • Build contact center workflows to exploit Unified Contact Center Express features and capabilities
  • Deploy and use Agent and Supervisor Desktop software
  • Deploy Outbound Preview Dialer for Unified CCX Troubleshoot installations and workflows

Module 1: Cisco Unified CCX Product Overview

  • Cisco Unified CCX Product Packages
  • Cisco Unified CCX Product Family
  • Cisco Unified CCX Primary Functions
  • Cisco Unified CCX Product Package Options
  • Cisco Unified CCX Compatibility
  • Cisco Unified CCX Operating Systems
  • Cisco Unified CCX Hardware Platforms
  • Cisco Unified CCX Capacities
  • Cisco Unified CCX Architecture
  • The Cisco Unified CCX Environment
  • Cisco Unified CCX Cluster Components
  • Cisco Unified CCX Datastores
  • Cisco Unified CCX Deployment Models

Module 2: Designing Cisco Unified CCX

  • Design Considerations and Terminology
  • Call Center Sizing Calculations
  • Unified Communications Sizing Tool
  • Network Considerations from the SRN2: Cisco Unified CCX Installation and Configuration
  • Installing Cisco Unified CCX
  • Preliminary Considerations
  • Single Server or First Node Installation
  • Single Server or First Node Server Setup
  • Second Node Installation and Setup
  • Installing Cisco Unified CCX in a VM
  • Migrating to a VM
  • Installation Log Files
  • Upgrading Cisco Unified CCX
  • Managing Cisco Unified CCX
  • Cisco Unified Communications Manager Administration
  • Cisco Unified CCX Administration
  • Cisco Unified CCX Subsystems
  • Administration Tools
  • Supervisor and User Web Pages
  • Cisco Desktop Work Flow Administrator
  • Cisco Desktop Administrator
  • Serviceability and Maintenance Summaries
  • Configuring Basic Properties of Cisco Unified CCX
  • Call Flow Terms Defined
  • The Cisco Unified CCX Call Flow
  • Basic Cisco Unified CCX Configuration
  • Configuration Wizards

Module 3: Cisco Unified CCX Scripting

  • Installing the Cisco Unified CCX Script Editor
  • Installing the Cisco Unified CCX Script Editor
  • Knowing the Script Editor
  • Script Management
  • Debugging a Script
  • Creating a Basic IVR Script
  • Starting a New Script
  • Starting and Ending a Script and a Call
  • Additional Steps for Playing a Message

Module 4: Cisco Unified CCX ACD Operations

  • Implementing Cisco Unified CCX
  • ACD Components Defined
  • Cisco Unified CCX Desktop Client Configuration Tool
  • Cisco IP Phone Agent
  • Cisco Agent Desktop
  • Cisco Supervisor Desktop
  • The Call Flow Revisited
  • Configuring Cisco Unified CCX ACD Properties
  • Scripting Fundamentals for Cisco Unified CCX
  • Basic Cisco Unified CCX Script Design
  • Cisco Unified CCX Script Steps
  • Using Desktop Administration
  • Cisco Desktop Administration Overview and Installation
  • Cisco Agent Desktop Configuration Setup
  • Work Flow Configuration
  • Work Flow Groups Configuration
  • Cisco Desktop Administrator
  • Advanced Cisco Unified Contact Center Express Scripting Topics
  • Day of Week, Time of Day, and Holiday Routing
  • Using Subflows, Real-time Data, and Exception Handling
  • Manipulating Data
  • Using Email and HTTP Applications
  • Using Cisco Unified CCX Reports
  • Cisco Unified CCX Reporting Options
  • Real-time Reporting
  • Cisco Unified IC
  • Historical Reporting Client

Module 5: Cisco Unified Contact Center Express Premium Functions

  • Using Remote Monitoring
  • Remote Monitoring Overview
  • Remote Monitoring Configuration
  • CSQ Device IDs
  • Configuring the Outbound Dialer
  • Outbound Dialer Overview
  • Common Outbound Configurations
  • Outbound IVR Dialing
  • Outbound Direct Preview Dialing
  • Outbound Direct Preview Dialer Configuration
  • Outbound Dialer Reports
  • Troubleshooting Information
  • Configuring Agent Email and Agent Web Chat
  • Agent Email
  • Agent Email Configuration
  • Defining Agent Web Chat
  • Agent Web Chat Configurations
  • Understanding ASR and TTS
  • MRCP ASR and TTS Overview
  • Provisioning ASR and TTS Servers
  • Grammars
  • Script Editor Steps
  • Spoken Names
  • Text-to-Speech

Module 6: Cisco Unified CCX Maintenance

  • Using Cisco Unified RTMT
  • Cisco Unified RTMT Concepts
  • Installing Cisco Unified RTMT
  • Performance Monitoring
  • Tools
  • Using the Disaster Recovery System
  • DRS Overview
  • Performing Backups
  • Restoring a Backup
  • Prompting and Collecting Information
  • Common Prompt and Collect steps
  • Additional Prompting Steps
  • Assigning Variable Information
  • Getting and Setting Contact Information
  • Transferring a call
  • Accessing an External Database
  • Database Access Overview
  • Setting up the Database Subsystem
  • Using Database Steps
  • Making Decisions
  • Steps used to create a loop
  • Steps Used for Counting
  • Decision Steps
  • Confirming Caller Input
  • Creating Generated Prompts
  • Confirmation Steps
  • Conditional Prompt Steps
  • Channel Partner / Reseller
  • Customer
  • Employee

The knowledge and skills you should have before attending this course are as follows:

  • Internetworking Fundamentals
  • Basic IP telephony concepts
  • Cisco Unified Communications Manager
  • Cisco IP phones, Cisco IP Communicator
  • Contact Center operations