UCCXD - Deploying Cisco Unified Contact Center Express v6.0

Course ID

12470

Course Description

In this course, you'll gain an understanding of Cisco's Unified Contact Center Express (Unified CCX) product and all of its associated client applications and scripting tools. You will learn about all of the Unified CCX components, servers, deployment options, and clients. You will learn how to perform capacity planning, choose the correct product features, and install the product.

Our instructors place major emphasis on the Unified CCX script editing tool, Unified CCX Editor, which allows administrators to script the contact center


Prerequisites

  • Working knowledge of fundamental terms and concepts of computer networking, including LANs, WANs, and IP switching and routing
  • Basic knowledge of CUCM
  • Basic knowledge of contact center operations
  • Familiarity with Microsoft desktop applications and SQL database operations

    • Audience

  • Systems integrators who deploy Cisco Unified CCX
  • System engineers, architects, and support staff who:
  • Maintain and configure Finesse supervisor and Finesse agent clients
  • Write scripts and maintain script integrity
  • Require a fundamental understanding of the issues and solutions related to implementation
  • Maintain the server system and telephony system for the contact center

    • Course Content

    • Planning and deploying a Cisco Unified CCX system version 11.0
    • Telephony and media configuration for deployment with CUCM
    • Scripting techniques and best practices
    • Scripting operations including greeting, prompt and collect, caller input, database queries, and logic
    • Time-of-day and holiday operations
    • Queue management and best practices for queuing
    • Finesse Agent, Finesse Supervisor, and Finesse Administrator
    • Cisco IP Phone Agent
    • Session Management
    • CUIC and real-time reporting
    • Remote Monitoring
    • Outbound preview dialing
    • TTS and ASR
    • Real-Time Monitoring
    • Disaster recovery

    For More Information

    For training inquiries, call 850-308-1376

    or email us at eramos@gbsi.com

    Course Details

    Duration - 5 days
    Price - $3795.00 USD


    (Discounts may apply. Call for more information.)

    Course Actions

    Schedule

    Acceletrain Collaborative Learning Environment (formerly know as VILT) places industry certified and expert instructors, peers, learners and multi-media components into a "borderless classroom", and interactive learning environment that can span multiple physical locations. VILT combines the benefits of the traditional brick-and-mortar classroom with innovative learning techniques and the cost savings of internet-based training.