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Deploying Cisco Unified Contact Center Express

////Deploying Cisco Unified Contact Center Express

Deploying Cisco Unified Contact Center Express

Course ID: UCCXD 5 Days
   

Deploying Cisco Unified Contact Center Express

Overview

This course is designed for systems engineers who will be responsible for deploying the Cisco Unified Contact Center Express (Unified CCX) and Cisco Unified IP Interactive Voice Response (Unified IP IVR) products.

Description

AUDIENCE

  • Channel Partners
  • Customers
  • Employees

CERTIFICATION

EXAM

UCCXD: 500-052

INVESTMENT

Instructor-led / Virtual Instructor-led

Singapore: SGD5,950
India: USD5,000

PREREQUISITES

It is recommended, but not required, that students have basic knowledge of:

  • Internetworking Fundamentals
  • Basic IP Telephony Concepts
  • Cisco Unified Communications Manager
  • Cisco IP Phones
  • Cisco IP Communicator
  • Contact Center Operations

OBJECTIVES

  • Provide a comprehensive overview of the Cisco Unified Contact Center Express product suite
  • 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, 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

COURSE CONTENT

Module 1: Cisco Unified CCX Product Overview

Module 2: Cisco Unified CCX Installation and Configuration

Module 3: Cisco Unified CCX Scripting

Module 4: Cisco Unified CCX ACD Operations

Module 5: Cisco Unified CCX Premium Functions

Module 6: Cisco Unified CCX Maintenance

What’s Next

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