Live Chat
Monday - Friday 8am - 6pm EST Chat Now
Contact Us
Monday - Friday 8am - 8pm EST 1-866-716-6688 Other Contact Options
Checkout

Cart () Loading...

    • Quantity:
    • Delivery:
    • Dates:
    • Location:

    $

UCCXD - Deploying Cisco Unified Contact Center Express v6.0

Learn about the Cisco Unified Contact Center Express (Unified CCX) product and all of its associated client applications and scripting tools.

GK# 3966

Course Overview

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’s caller experience through the system, including queries, recordings, menu input, digit string input, and database operations. You will cover the Cisco Finesse Agent and Supervisor Desktops as well as the Finesse Desktop Administration tool to optimize the call agent’s desktop display and options, supervisor optimization of the call center, and reporting options and customizations. You will explore Automatic Speech Recognition (ASR) and Text-to-Speech (TTS) technologies, Social Miner, and Outbound Dialing technologies and you’ll examine options for troubleshooting, reporting, and maintaining the system.

Our voice network labs use the latest hardware and software and all of our IP telephony courses provide a simulated public switched telephone network (PSTN).

 

Delivery Format Options

  • Classroom Live

    Classroom Live

    Receive face-to-face instruction at one of our training center locations.

    From

    $3995 CAD

    5 day

  • Virtual Classroom Live

    Virtual Classroom Live

    Experience expert-led online training from the convenience of your home, office or anywhere with an Internet connection.

    From

    $3995 CAD

    5 day

  • Private Group Training

    Private Group Training

    Train your entire team in a private, coordinated professional development session at the location of your choice.

    Receive private training for teams online and in-person.

Request a date or location for this course.

What You'll Learn

  • 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

 

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

Who Needs To Attend

  • 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 Outline

Download Course Outline