Associated Certifications
NA
Required Exam(s)
NA
Instructorctclc admin
TypeOnsite Course
Duration
5 Days
Methods of Delivery
ILT, VIRTUAL/WEBEX, ON-SITE
Price$4595.00
Buy NowBook Now

Deploying Cisco Unified Contact Center Express (UCCX) v6.0, provides the student with hands-on experience and knowledge of tasks typically performed during contact center deployment. This 5-day course includes the deployment of Cisco Unified Contact Center Express v11x (Cisco Unified CCX) and Cisco Unified IP Interactive Voice Response (Cisco Unified IP IVR) as contact center solutions. Tasks include planning, installation, and configuration, scripting, and troubleshooting.

By the end of this Cisco UCCX training course, students will be able to provide a comprehensive overview of the entire Cisco Unified Contact Center Express product suite.

How you’ll benefit

This class will help you:

  • Explain the Cisco Unified Intelligence Center including the benefits and features of the system and describe the high-level architecture of Cisco Unified Intelligence Center in the UCCE environment
  • Understand the Cisco Unified Intelligence Center administration console to perform Cisco Unified Intelligence Center administrative, maintenance and provisioning functions
  • Discuss the functional attributes of the Cisco Unified Intelligence Center
  • Customize Cisco Unified Intelligence Center Reports and Views

Click here for our Schedules

When registering through the website for this class please email ddoan@ctclc.com or call Donna at 219-764-3800

Why Attend With Current Technologies CLC

  • Our Instructors are the top 10% rated by Cisco
  • Our Lab has a dedicated 500 Mbps Fiber Connection
  • Our Lab Run up to Date version of Code on our Servers

Course Objectives

Who Should Attend

Prerequisites

Course Outline

Download Outline

Upon completing this course, the student will be able to meet these objectives:

  • Explain the Cisco Unified Intelligence Center including the benefits and features of the system and describe the high-level architecture of Cisco Unified Intelligence Center in the UCCE
  • 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

The primary audience for this course is as follows:

  • Customers Deploying and Maintaining Cisco Unified Contact Center Express products
  • 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
  • Cisco Unified Communications System Channel Partners and Resellers

To fully benefit from this course, you should have the following knowledge:

  • 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

Recommended Cisco offerings that may help you meet these prerequisites:

  • NA

Module 1: Cisco Unified CCX Product Overview

  • Cisco Unified CCX Product Packages
    • Cisco Unified CCX Product Family
    • Cisco Unified CCX Primary Functions
    • Cisco Unified CCX Product Package Options
    • Cisco Unified CCX Compatibility
    • Cisco Unified CCX Operating Systems
    • Cisco Unified CCX Hardware Platforms
    • Cisco Unified CCX Capacities
  • Cisco Unified CCX Architecture
    • The Cisco Unified CCX Environment
    • Cisco Unified CCX Cluster Components
    • Cisco Unified CCX Datastores
    • Cisco Unified CCX Deployment Models
  • Designing Cisco Unified CCX
    • Design Considerations and Terminology
    • Call Center Sizing Calculations
    • Unified Communications Sizing Tool
    • Network Considerations from the SRND

Module 2: Cisco Unified CCX Installation and Configuration

  • Installing Cisco Unified CCX
    • Preliminary Considerations
    • Single Server or First Node Installation
    • Single Server or First Node Server Setup
  • Managing Cisco Unified CCX
    • Cisco Unified Communications Manager Administration
    • Cisco Unified CCX Administration
    • Cisco Unified CCX Subsystems
    • Administration Tools
    • Supervisor and User Web Pages
    • Cisco Desktop Work Flow Administrator
    • Cisco Desktop Administrator
    • Serviceability and Maintenance Summaries
  • Configuring Basic Properties of Cisco Unified CCX
    • Call Flow Terms Defined
    • The Cisco Unified CCX Call Flow
    • Basic Cisco Unified CCX Configuration
    • Configuration Wizards

Module 3: Cisco Unified CCX Scripting

  • Understanding Cisco Unified CCX Script Editor Basics
    • Installing the Cisco Unified CCX Script Editor
    • Knowing the Script Editor
    • Script Management
    • Debugging a Script
  • Creating a Basic IVR Script
    • Starting a New Script
    • Starting and Ending a Script and a Call
    • Additional Steps for Playing a Message
  • Prompting and Collecting Information
    • Common Prompt and Collect steps
    • Additional Prompting Steps
    • Assigning Variable Information
    • Getting and Setting Contact Information
    • Transferring a call
  • Accessing an External Database
    • Database Access Overview
    • Setting up the Database Subsystem
    • Using Database Steps
  • Making Decisions
    • Steps used to create a loop
    • Steps Used for Counting
    • Decision Steps
  • Confirming Caller Input
    • Creating Generated Prompts
    • Confirmation Steps
    • Conditional Prompt Steps

Module 4: Cisco Unified CCX ACD Operations

  • Implementing Cisco Unified CCX
    • ACD Components Defined
    • Cisco Unified CCX Desktop Client Configuration Tool
    • Cisco IP Phone Agent
    • Cisco Agent Desktop
    • Cisco Supervisor Desktop
    • The Call Flow Revisited
    • Configuring Cisco Unified CCX ACD Properties
  • Scripting Fundamentals for Cisco Unified CCX
    • Basic Cisco Unified CCX Script Design
    • Cisco Unified CCX Script Steps
  • Using Desktop Administration
    • Cisco Desktop Administration Overview and Installation
    • Cisco Agent Desktop Configuration Setup
    • Work Flow Configuration
    • Work Flow Groups Configuration
    • Cisco Desktop Administrator
  • Advanced Cisco Unified Contact Center Express Scripting Topics
    • Day of Week, Time of Day, and Holiday Routing
    • Using Subflows, Real-time Data, and Exception Handling
    • Manipulating Data
    • Using Email and HTTP Applications
  • Using Cisco Unified CCX Reports
    • Cisco Unified CCX Reporting Options
    • Real-time Reporting
    • Cisco Unified IC
    • Historical Reporting Client

Module 5: Cisco Unified Contact Center Express Premium Functions

  • Configuring the Outbound Dialer
    • Outbound Dialer Overview
    • Common Outbound Configurations
    • Outbound IVR Dialing
    • Outbound Direct Preview Dialing
    • Outbound Direct Preview Dialer Configuration
    • Outbound Dialer Reports
    • Troubleshooting Information
  • Configuring Agent Email and Agent Web Chat
    • Agent Email
    • Agent Email Configuration
    • Defining Agent Web Chat
    • Agent Web Chat Configurations
  • Understanding ASR and TTS
    • MRCP ASR and TTS Overview
    • Provisioning ASR and TTS Servers
    • Grammars
    • Script Editor Steps
    • Spoken Names
    • Text-to-Speech

Module 6: Cisco Unified CCX Maintenance

  • Using Cisco Unified RTMT
    • Cisco Unified RTMT Concepts
    • Installing Cisco Unified RTMT
    • Performance Monitoring
    • Tools
  • Using the Disaster Recovery System
    • DRS Overview
    • Performing Backups
    • Restoring a Backup

LABS

  • Lab 1: Configuring Cisco Unified Communications Manager (CUCM) Initial Setting
  • Lab 2: Managing User Accounts in Cisco Unified Communications Manager
    Lab 3: Implementing IP Phones to CUCM
    Lab 4: Implementing Cisco Unified Border Element (CUBE) for calls to and from the Actual PSTN
    Lab 5: Finalize Cisco Unified CCX (UCCX) Installation and CUCM Integration
    Lab 6: Provisioning Telephony and Media
    Lab 7: Introduction to the Cisco Unified CCX Editor and basic scripts
    Lab 8: Starting Your New Locator Script
    Lab 9: Prompting and Collecting Information from a Caller
    Lab 10: Accessing a Database
    Lab 11: Loops, Counters, and Decision-Making
    Lab 12: Confirming Caller Input
    Lab 13: Configuring Cisco Unified CCX
    Lab 14: Cisco Unified CCX Scripting
    Lab 15: Using the Cisco Desktop Work Flow Administrator
    Lab 16: Advanced Cisco Unified CCX Scripting Techniques
    Lab 17: Cisco Unified Contact Center Express Reporting
    Lab 18: Using the Cisco Unified Real-time Monitoring Tool

UCCXD