CISCO Training

  Unified Contact Center Express and Unified IP IVR Deployment (UCCXD)
 

Who Should Attend

  • Channel Partners/Resellers
  • Customers


Cisco Career Certifications

This course is part of the following Certifications: Cisco Unity Design Specialist

Cisco IP Contact Centre Express 


Prerequisites

  • InteInternetworking fundamentals
  • Basic IP telephony fundamentals
  • Cisco Unified Communications Manager deployments
  • Cisco IP Phones and Cisco IP Communicator
  • Contact Cneter Operations
  • Microsoft Windows Server 2000, 2003, XP
  • MS SQL 2000, MSDE databases


Course Objectives

Upon completing this course, you will be able to:

  • Design and plan a Unified Contact Center
  • Express and a Unified IP IVR implementation
  • Install or discuss all CRS components, servers and clients
  • Explain approved Cisco Unity deployment models.
  • Build workflow applications to exploit Unified * IP IVR features and capabilities
  • Build contact center workflows to exploit
  • Unified Contact Center Express features and capabilities
  • Deploy and use Agent and Supervisor Desktop software
  • Deploy Outbound Preview Dialer for Unified CCX v5.0
  • 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.

  • CRS Product Overview
  • CRS Design and Ordering
  • Installation & Configuration
  • Script Editor
  • Creating Scripts and Applications
  • Configuring UCCX ACD
  • Creating Scripts for Contact Centers
  • Using Cisco Desktop Admin (CDA)
  • Supervisor Remote Monitoring
  • Using ASR and TTS
  • Outbound Preview Dialing
  • Reporting
  • Troubleshooting

Cisco Unified Contact Center Express and Unified IP IVR Deployment Training Courses
UCCXD