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Cisco Unifed Contact Centre Express Implementation v9 (CUCCXI V9)

Course Description Schedule Course Outline

Detailed Course Outline

  • Cisco Unified Contact Centre Express Architecture
  • Design Considerations and deployment Models
  • Basic Call Flows
  • Hardware Requirements
  • Version Compatibility
  • Differences between Unified Contact Centre Express version 9 and older versions
  • New Features and Changes
  • Unified Contact Centre Express Modes of Operation
  • New Licensing and Security Features
  • License Installation
  • Installation, Upgrade, and Recovery
  • Cisco Unified Communications Manager Integration and Configuration
  • Unified Contact Centre Express Post Installation Configuration
  • CTI Route Point and CTI Ports
  • Configuring Applications and Triggers
  • The Customer File Repository
  • Recording, Uploading and Configuring Prompts
  • Cisco Unified CCX Script Editor version 9 Overview
  • Script Variables
  • Designing Scripts
  • Creating, Uploading and Testing Basic Scripts (New Scripts and Building Scripts Based on Templates)
  • Differences in Building and Using Version7 and Version 8 Scripts
  • Advanced Scripts (Including Accepting Caller Input, PIN verification, Queue Selection, Busy, No Answer, Callback, Name To User, Time based Routing, Holiday and Emergency prompt changes and more)
  • Configuring Multiple Queues and Assigning Agents to Queues
  • Configuring Caller Menus for IVR Prompts and Scripts to Access Queues
  • Configuring Call Centre Resources (Agents and Supervisors)
  • Configuring Skills Based Resources
  • Assigning Skills and Skill Levels to Agents
  • Introduction to the various Unified Contact Centre Express Agents
  • Cisco IP Phone Agent
  • Cisco Agent Desktop Installation and Configuration
  • Cisco Supervisor Desktop Installation and Configuration
  • Using the Unified Contact Centre Express Agents
  • Unified Contact Centre Express Cisco Supervisor Desktop
  • High Availability over LAN
  • High Availability over WAN
  • Bandwidth Utilization over the WAN
  • Traffic Requirements
  • Quality of Service Recommendations
  • Localization and Time Zone Support
  • Round Table Phone Support
  • Outbound Dialing Feature
  • Cisco Mobile Supervisor
  • Calabrio support
  • Monitoring and Recording
  • Workforce Optimization Using the Cisco Desktop Work Flow Administrator
  • VMWare Support and License Requirements
  • IM and Presence Integration
  • Serviceability, Administration, Reports & Troubleshooting
  • Historical Reports
  • Real Time Reports
  • Trace Settings and Retrieval
  • Database Backup and Restore
 

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