Deploying Cisco Unified Contact Center Express v6.0

• Channel Partners and Resellers
• Customers
• Employees

After you complete this course you will be able to:

• 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

Module 1. Cisco Unified CCX Product Introduction

• Cisco Unified CCX Product Packages
• Cisco Unified CCX Architecture
• Designing Cisco Unified CCX

Module 2. Cisco Unified CCX Installation and Configuration

• Installing Cisco Unified CCX
• Managing Cisco Unified CCX
• Configuring Basic Properties of Cisco Unified CCX

Module 3. Cisco Unified CCX Scripting

• Understanding Script Editor Basics 
• Creating a Basic IVR Script
• Prompting and Collecting Information
• Accessing an External Database
• Making Decisions
• Confirming Caller Input

Module 4. Cisco Unified CCX ACD Operations

• Implementing Cisco Unified CCX
• Scripting Fundamentals for Cisco Unified CCX
• Using Finesse Administration and Call Recording 
• Advanced Scripting Topics for Cisco Unified CCX  
• Using Cisco Unified CCX Reports

Module 5. Cisco Unified CCX Premium Functions 

• Configuring the Outbound Dialer
• Agent Email and Agent Web Chat
• Understanding ASR and TTS

Module 6. Cisco Unified CCX Maintenance

• Using Cisco Unified RTMT
• Using Disaster Recovery System

Labs

• Lab 1: Review Cisco Unified CCX Installation
• Lab 2: Provisioning Telephony and Media
• Lab 3: Understanding Script Editor Basics
• Lab 4: Start your New Locator Script
• Lab 5: Prompt and Collect Information from a Caller
• Lab 6: Accessing a Database
• Lab 7: Loops, Counters, and Decision-Making
• Lab 8: Confirming Caller Input
• Lab 9: Configuring Cisco Unified CCX
• Lab 10: Cisco Unified CCX Scripting
• Lab 11: Using Finesse Administration and Call Recording 
• Lab 12: Advanced Cisco Unified CCX Scripting Techniques
• Lab 13: Cisco Unified Contact Center Express Reporting  
• Lab 14: Outbound Preview Dialing
• Lab 15: Agent Email and Web Chat
• Lab 16: Spoken Names and Automatic Speech Recognition
• Lab 17: Using the Cisco Unified Real-time Monitoring Tool

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

• CCNA - Implementing and Administering Cisco Solutions
• CLFNDU - Understanding Cisco Collaboration Foundations

Recommended preparation for exam(s):

• 500-052 - UCCXD - Deploying Cisco Unified Contact Center Express

This exam is required for the Cisco IP Contact Center Express Specialist Certification