CISCO Training

  Deploying Cisco Unified Contact Center 3.0
 

UCCXD_30 Course Description

Deploying Cisco Unified Contact Center Express (UCCXD) v3.0

This course provides the student with hands-on experience and knowledge of tasks typically performed during Cisco Unified Contact Center Express (UCCX) deployment. Tasks include planning, installation and configuration, troubleshooting and creating Cisco UCCX scripts.

This course is now inclusive of the new Unified CCX version 7.0 and the deployment of the new features offered.

Prerequisites

To fully benefit from this course, it is recommended that you have the following prerequisite skills and knowledge:

  • Internetworking Fundamentals
  • Basic IP Telephony Concepts
  • Cisco CallManager Deployment
  • Cisco IP Phones, Softphones
  • Contact Center Operations
  • Microsoft Windows 2000
  • MS SQL 2000, MSDE Databases
  • MS Exchange Server
  • Cisco Unified Presence Server

Associated Certifications

  • Cisco IP Contact Center Express Specialist

Who Should Attend

This course is intended for the following audience:

  • Channel Partner / Reseller
  • Customer
  • Employee

Number of Days

5 days; instructor-led classroom training. (Approx. 7 hours each day)

Course Objectives

After completing this course, the student will be able to:

  • Design and plan a Unified Contact Center Express and a Unified IP IVR implementation
  • Install or discuss CCX components, servers, agent and supervisor desktops and clients
  • Configure all UCCX/CCX components
  • Build workflow applications to exploit Unified IP IVR features and capabilities
  • Build contact center workflows to exploit Unified CCX features and capabilities
  • Build Agent E-mail and Presence deployments
  • Troubleshoot installations and workflows

Course Outline

  • Course Introduction
  • CCX  Product Overview
  • Designing and Ordering (New 7.0 Tools)
  • Installation and Configuration (New 7.0 Tools)
  • CCX Script Editor
  • Basic Script Editor Steps
  • Caller and System Inputs
  • Database Access
  • Logical Operations
  • Caller Transfers
  • Configuring Unified CCX
  • Desktop Product Suite (New 7.0 Browser-enabled Agent)
  • Unified CCX Script Techniques
  • Desktop Administration (New 7.0 Browse-enabled)
  • Remote Monitoring
  • Outbound Preview Dialer (Free with 7.0 Premium)
  • Agent E-mail (New)
  •  Presence Integration (New)
  • Session Management
  • MRCP Speech Technologies
  • Reports (New E-mail Reports)
  • Servicing and Troubleshooting (New Tools)