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Cisco Contact Center
Unified Contact Center Express and Unified IP IVR Deployment (UCCXD)
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Who Should Attend
| Channel Partner/Reseller, Customer, Employee |
Cisco Career Certifications
This course is part of the following Certifications:
Prerequisites
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InteInternetworking fundamentals
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Basic IP telephony fundamentals
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Cisco Unified Communications Manager deployments
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Cisco IP Phones and Cisco IP Communicator
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Contact Cneter Operations
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Microsoft Windows Server 2000, 2003, XP
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MS SQL 2000, MSDE databases |
Course Objectives
| Upon completing this course, you will be able to:
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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 v5.0
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Troubleshoot installations and workflows |
Course Content
| This course provides knowledge and hands-on deployment experience for Unified Contact Center Express and Unified IP IVR. Deployment tasks include planning, installation, configuration, administration, script development, agent and supervisor deployments and troubleshooting.
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CRS Product Overview
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CRS Design and Ordering
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Installation & Configuration
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Script Editor
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Creating Scripts and Applications
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Configuring UCCX ACD
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Creating Scripts for Contact Centers
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Using Cisco Desktop Admin (CDA)
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Supervisor Remote Monitoring
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Using ASR and TTS
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Outbound Preview Dialing
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Reporting
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Troubleshooting |
Dates Europe
To book a course, please click on the required city name.
United Kingdom
France
Germany
Switzerland
Bern |
12.01.-16.01.09 |
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Dates Middle East
To book a course, please click on the required city name.
United Arab Emirates
Dates Asia Pacific
To book a course, please click on the required city name.
Australia
Japan
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