Duration
5 days
Who Should Attend
This course is primarily intended for:
- Cisco Unified Communications system channel partners and resellers
- Systems engineers
- Customers deploying and maintaining Cisco Unified Contact Center Express products
Certifications
This course is part of the following certification(s):
- CCIE Voice (CCIEV Voice)
- Cisco IP Contact Center Express Specialist
Prerequisites
The knowledge and skills you must have before attending this course are as follows:
- Internetworking fundamentals
- Basic IP telephony concepts
- Cisco Unified Communications Manager
- Cisco IP phones, Cisco IP Communicator
Course Objectives
Upon completion of this course you will be able to:
- Design and plan a Cisco Unified CCX and a Cisco Unified IP IVR implementation
- Install or discuss all Cisco Unified CCX components, servers, and clients
- Configure all Cisco Unified CCX components
- Build workflow applications to exploit Cisco Unified IP IVR features and capabilities
- Build contact center workflows to exploit Cisco Unified Contact Center Express features and capabilities
- Deploy and use Cisco Agent and Supervisor Desktop software
- Deploy the Cisco Desktop Work Flow Administrator and set contact center options
- Use real-time and historical reporting
- Deploy the Outbound Preview Dialer
- Deploy Agent Email
- Deploy Automatic Speech Recognition and text-to-speech applications
- Discuss maintenance activities
Course Content
This course, Deploying Cisco Unified Contact Center Express (UCCXD) v4.0, provides you with hands-on experience and knowledge of tasks typically performed during contact center deployment. This includes the deployment of Cisco Unified Contact Center Express (CCX) and Cisco Unified IP Interactive Voice Response (IVR) as contact center solutions. Tasks include planning, installation and configuration, scripting, and troubleshooting.
Duration: 5 days
Module 6: Cisco Unified Contact Center Express Maintenance ToolsLesson 1: Real-Time Monitoring ToolLesson 2: Cisco Unified Analysis ManagerLesson 3: Disaster Recovery System
UCCXD 4.0 Labs
Programme scope, delivery arrangements and suitability are confirmed during enquiry.