Course Catalog > Cisco Courses > Deploying Cisco Unified Contact Center Express (UCCXD)
Deploying Cisco Unified Contact Center Express (UCCXD)
Deploying Cisco Unified Contact Center Express (UCCXD)
In this hands-on Authorized Cisco course, you will gain the knowledge and skills needed to deploy the Cisco IP Contact Center Express product, including deployment of IP IVR and IP ICD as a contact center solution. Tasks include planning, installation, configuration, troubleshooting, and application creation.
The CTCLC Difference
Current Technologies Computer Learning Center uses REAL CISCO EQUIPMENT for our labs. Our certified instructors will help guide you to a sucessful completion of your training. Our Instructors are CCIE, CCNP, CCIP, CCVP, and CCSP qualified. CTCLC has convenient day or night schedules to fit your needs. We can also do onsite classes with our top notch portable labs. In our Cisco courses, EVERY STUDENT HAS THEIR OWN POD OF CISCO EQUIPMENT. Students do not share equipment. Our instructors are the very best and give 110% to their Students. We care about every student we train and we have a free resit policy for all of our courses for the same revision. You will not find a better training experience anywhere. Current Technologies Computer Learning Center is Cisco Learning Partner, Microsoft Gold Certified Partner for Learning Solutions (CPLS), CompTIA Learning Alliance Member, EC-Council Accredited Training Center, and many others. We offer the highest quality, authorized training that you will find anywhere. |
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Objectives
Upon completing this course, you will be able to meet these overall objectives:
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Design and plan a Unified Contact Center Express and a Unified IP IVR implementation
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Install or discuss all CRS components, servers, and clients
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Configure all CRS components
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Build workflow applications to exploit Unified IP IVR features and capabilities
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Build contact center workflows to exploit Unified Contact Center Express features and capabilities
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Deploy and use Agent and Supervisor Desktop software
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Deploy Outbound Preview Dialer for Unified CCX v7.0
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Troubleshoot installations and workflows
Duration
- 5 days, Instructor-led classroom training
Prerequisites
- Internetworking Fundamentals
- Basic IP Telephony Concepts
- Cisco CallManager Deployment
- Cisco IP Phones, Softphones
- Contact Center Operations
- Microsoft Windows 2000
- MS SQL 2000, MSDE Databases
CTCLC Special Discounts
| UCCXD | Deploying Cisco Unified Contact Center Express (UCCXD) | $3,495.00 |
| Call (219) 764-3800 for Current Specials | ||
Above pricing is for Portage, Indiana location
Special prices available for on-site training
For more Information or Registration for Deploying Cisco Unified Contact Center Express (UCCXD) or Redeeming Cisco Learning Credits
Contacts Us
EMail: Sales@ctclc.com
Phone: (219) 764-3800
Who Should Attend
The primary audience for this course is as follows:
- This course is designed for individuals who will be using Cisco Unity Administration and perform basic administration level tasks or to provide level one support. This course focuses on Cisco Unity.
- Channel Partners / Resellers
- Customers
- Network Administrators
- System Administrators
Course Outline:
1. Unified CCX Product Overview
- Unified CCX Product Packages
- Unified CCX Product Family
- Unified CCX Primary Functions
- Unified CCX Products and Features
- Unified CCX Add-on Features and Functions
- Unified CCX Compatibility Options
- Unified CCX Operating System Options
- Unified CCX Architecture
- Unified CCX Environment
- Unified CCX Cluster Components
- Unified CCX Licensing
- Integration Models
- Unified CCX Design and Order Tools
- Terminology
- Sizing Tools
- Sizing Exercise
- Ordering Exercise
2. Installation and Configuration
- Unified CCX Installation
- Prerequisites for Installation
- Order of Installation and Setup Summary
- Installation Process
- Unified CCX Cluster Setup Process
- Unified CCX Server Setup Process
- Installing SQL Server
- Adding the Warm Standby Server
- Summary of Basic Requirements to Make a Call
- Unified CCX Installer Messages
- Unified CCX Installer Log Files
- Unified CCX Management
- Unified CM Administration
- Unified CCX Administration
- Subsystems
- Tools
- Supervisor Web Page
- User Web Page
- Desktop Administration
- The Call Process and Basic Unified CCX Configuration
- Terms Defined
- Basic Call Flow process
- Basic Unified CCX Configuration
3. Unified CCX Scripting
- The Script Editor
- Installing the Script Editor
- Basic Properties
- Palette Window
- Design Window
- Variable Window
- Message Window
- Expression Editor
- Script Validation
- Saving the Script
- Upload the Script
- Refresh the Script
- Debugging a Script
- Create a Basic IVR Script
- Steps Required
- Additional Steps
- Creating a New Script
- Prompt and Collect Information from a Caller
- Steps Covered
- Modify the Script to Prompt and Collect an Account Number
- Accessing an External Database
- Database Overview
- ODBC Setup on Unified CCX Engine Operating System
- Database Subsystem Setup
- Database Steps Covered
- Modify Script to Obtain Information from a Database
- Loops, Counters, and Decision Making
- Loop Steps
- Counting Steps
- Decision Steps
- Loops
- Modify Script to Count Database Records
- Confirming a Callers Input
- Steps Required
- Additional Steps Covered
- Modify Script to Confirm Caller's Input
4. Unified CCX ACD Operations
- Unified CCX
- What Unified CCX Is
- Define Unified CCX Components
- Define Agent and Supervisor Interfaces
- Call Flow Revisited
- Configuring Unified CCX
- Present the icd.aef Script for Labs
- Unified CCX Scripting Fundamentals
- Steps Covered
- Basic UCCX Script Design
- Create a New Script for Unified CCX Routing
- Cisco Desktop Work Flow Administrator Fundamentals
- What CDA Is
- CDA Installation
- Menu, Toolbar, and Setup
- Monitor/Record Notification Options
- Enterprise Data
- VOIP Monitor Options
- Dial Strings
- Phone Book
- Reason Codes
- Workflow Groups
- Cisco Unified Presence
- Personnel Configuration
- Advanced Unified CCX Scripting Topics
- Using Subflows
- Implement Skills-Based Routing
- Time of Day, Day of Week, and Holiday Routing
- Data Manipulation
- Overflow Routing
- Modify Script to Implement Above Topics
- Advanced CTI Functions
- User Interface
- Workflows
- Supervisor Workflows
- Unified CCX Reporting
- Reporting Fundamentals
- Real Time Reports
- Historical Reports
5. Unified CCX Premium Functions
- Remote Monitoring
- What Remote Monitoring Is
- Configure a Remote Monitor Supervisor
- Configure RMON Application
- Find CSQ IDs
- Outbound Preview Dialer
- What the Outbound Preview Dialer Is
- Configuration
- Outbound Agent Experience
- Callback Options
- Real-time Reports
- Historical Reports
- Troubleshooting
- Agent Email
- What Agent Email Is
- Summary of Setup Process
- Integrating to Microsoft Exchange
- Creating Email CSQs
- Association of Email Addresses, Agents, and CSQs
- The Agent Email Experience
- Automatic Speech Recognition and Text to Speech
- What Automatic Speech Recognition and Text to Speech Are
- MRCP ASR/TTS Supported Vendors
- Integrating Automatic Speech Recognition Servers
- Integrating Text-to-Speech Servers
- What a Grammar Is
- Grammar-Related Editor Steps
- How Steps Operate in the ASR Mode
- Additional ASR Steps
- TTS Steps
- Configuring and Scripting for ASR Operation
- Name and Alternate Name Dialing
6. Unified CCX Maintenance and Troubleshooting
- Database Maintenance Activities
- Setting the Database Purge Schedule
- Configuration Options for Database Backups
- How to Perform Backups and Restores
- Tracing, Troubleshooting, and Other Utilities
- Finding and Displaying Trace Log Files
- Using the Log Collection Tool
- Troubleshooting Techniques
- Troubleshooting Tips
- Serviceability Tool
- Administration Tool
Hands-on Lab Exercises
- Lab 1: Sizing and Ordering Cisco Unified CCX
- Lab 2: Topology and Deployment
- Lab 3: Cisco Unified CCX Installation
- Lab 4: Provision Telephony and Media
- Lab 5: Install UCCX Editor
- Lab 6: Creating a Basic Script
- Lab 7: Initial Locator Script
- Lab 8: Prompt and Collect Script Steps
- Lab 9: Database Access
- Lab 10: Logical Operations: Loops and Counters
- Lab 11: Caller Input Confirmation
- Lab 12: Provisioning Cisco Unified CCX
- Lab 13: Cisco Unified CCX Script Steps
- Lab 14: Desktop Workflow Administrator
- Lab 15: Advanced Scripting: Time and Holiday Operations
- Lab 16: Prompt Recording
- Lab 17: Cisco Unified CCX Reporting
- Lab 18: Remote Monitoring
- Lab 19: Outbound Preview Dialing
- Lab 20: Agent E-Mail CSQ
- Lab 21: Spoken Names and Automatic Speech Recognition
- Lab 22: Text-to-Speech
Certification Path
| Required Exam(s) | Recommended Training | |
|---|---|---|
| 642-164 | Deploying Cisco Unified Contact Center Express (UCCXD) | |
Current Technologies Computer Learning Center is an authorized VUE Cisco Testing Center.
Registration Information
For more Information or Registration for Deploying Cisco Unified Contact Center Express (UCCXD) or Redeeming Cisco Learning Credits
Contacts Us
EMail: Sales@ctclc.com
Phone: (219) 764-3800