Deploying Cisco Unified Contact Center Express (UCCX)

Detailed Course Outline

Cisco Unified CCX Product Packages
- Cisco Unified CCX Product Family
- Cisco Unified CCX Primary Functions
- Cisco Unified CCX Product Package Options
- Cisco Unified CCX Compatibility
- Cisco Unified CCX Operating Systems
- Cisco Unified CCX Hardware Platforms
- Cisco Unified CCX Capacities
Cisco Unified CCX Architecture
- The Cisco Unified CCX Environment
- Cisco Unified CCX Cluster Components
- Cisco Unified CCX Datastores
- Cisco Unified CCX Deployment Models
Designing Cisco Unified CCX
- Design Considerations and Terminology
- Call Center Sizing Calculations
- Unified Communications Sizing Tool
- Network Considerations from the SRND

Installing Cisco Unified CCX
- Preliminary Considerations
- Single Server or First Node Installation
- Single Server or First Node Server Setup
- Second Node Installation and Setup
- Installing Cisco Unified CCX in a VM
- Migrating to a VM
- Installation Log Files
- Upgrading Cisco Unified CCX
Managing Cisco Unified CCX
- Cisco Unified Communications Manager Administration
- Cisco Unified CCX Administration
- Cisco Unified CCX Subsystems
- Administration Tools
- Supervisor and User Web Pages
- Cisco Desktop Work Flow Administrator
- Cisco Desktop Administrator
- Serviceability and Maintenance Summaries
Configuring Basic Properties of Cisco Unified CCX
- Call Flow Terms Defined
- The Cisco Unified CCX Call Flow
- Basic Cisco Unified CCX Configuration
- Configuration Wizards

Installing the Cisco Unified CCX Script Editor
- Installing the Cisco Unified CCX Script Editor
- Knowing the Script Editor
- Script Management
- Debugging a Script
Creating a Basic IVR Script
- Starting a New Script
- Starting and Ending a Script and a Call
- Additional Steps for Playing a Message
Prompting and Collecting Information
- Common Prompt and Collect steps
- Additional Prompting Steps
- Assigning Variable Information
- Getting and Setting Contact Information
- Transferring a call
Accessing an External Database
- Database Access Overview
- Setting up the Database Subsystem
- Using Database Steps
Making Decisions
- Steps used to create a loop
- Steps Used for Counting
- Decision Steps
Confirming Caller Input
- Creating Generated Prompts
- Confirmation Steps
- Conditional Prompt Steps

Implementing Cisco Unified CCX
- ACD Components Defined
- Cisco Unified CCX Desktop Client Configuration Tool
- Cisco IP Phone Agent
- Cisco Agent Desktop
- Cisco Supervisor Desktop
- The Call Flow Revisited
- Configuring Cisco Unified CCX ACD Properties
Scripting Fundamentals for Cisco Unified CCX
- Basic Cisco Unified CCX Script Design
- Cisco Unified CCX Script Steps
Using Desktop Administration
- Cisco Desktop Administration Overview and Installation
- Cisco Agent Desktop Configuration Setup
- Work Flow Configuration
- Work Flow Groups Configuration
- Cisco Desktop Administrator
Advanced Cisco Unified Contact Center Express Scripting Topics
- Day of Week, Time of Day, and Holiday Routing
- Using Subflows, Real-time Data, and Exception Handling
- Manipulating Data
- Using Email and HTTP Applications
Using Cisco Unified CCX Reports
- Cisco Unified CCX Reporting Options
- Real-time Reporting
- Cisco Unified IC
- Historical Reporting Client

Using Remote Monitoring
- Remote Monitoring Overview
- Remote Monitoring Configuration
- CSQ Device IDs
Configuring the Outbound Dialer
- Outbound Dialer Overview
- Common Outbound Configurations
- Outbound IVR Dialing
- Outbound Direct Preview Dialing
- Outbound Direct Preview Dialer Configuration
- Outbound Dialer Reports
- Troubleshooting Information
Configuring Agent Email and Agent Web Chat
- Agent Email
- Agent Email Configuration
- Defining Agent Web Chat
- Agent Web Chat Configurations
Understanding ASR and TTS
- MRCP ASR and TTS Overview
- Provisioning ASR and TTS Servers
- Grammars
- Script Editor Steps
- Spoken Names
- Text-to-Speech

Using Cisco Unified RTMT
- Cisco Unified RTMT Concepts
- Installing Cisco Unified RTMT
- Performance Monitoring
- Tools
Using the Disaster Recovery System
- DRS Overview
- Performing Backups
- Restoring a Backup