Deploying Cisco Unified Contact Center Express (UCCXD)

• Cisco Unifed Communications System channel partners and resellers
• System engineers
• Customers deploying and maintaining Cisco Unified Contact Center Express products

It is recommended, but not required, that students have basic knowledge of:

• Internetworking Fundamentals
• Basic IP Telephony Concepts
• Cisco Unified Communications Manager
• Cisco IP Phones
• Cisco IP Communicator
• Contact Center Operations

Upon completion of the course, you will be able to:

• Provide a comprehensive overview of the Cisco Unified Contact Center Express product suite•
• Provide a complete description of the Cisco Unified CCX installation process, the configuration required with an overview of most common configuration web pages, and describe the call flow processes needed to establish a call on Cisco Unified CCX
• Describe the Cisco Unified CCX script editor, how it is installed and how to implement common IVR scripting techniques
• Provide a comprehensive view of Cisco Unified CCX ACD operations to include basic contact center build-up, scripting, agent and supervisor desktop configurations, advanced scripting topics, and reporting
• Describe how to install, configure and use features found in Cisco Unified CCX Premium such as, Outbound Dialer, Agent Email, Agent Web Chat, and Automatic Speech Recognition (ASR) and Text-to-Speech (TTS)
• Understand how to maintain and monitor a Cisco Unified CCX system