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

 

Who should attend

  • Channel Partner/Reseller
  • Customer
  • Employee

Prerequisites

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

Course Objectives

This course is designed for systems engineers who will be responsible for deploying the Cisco Unified Contact Center Express (Unified CCX) and Cisco Unified IP Interactive Voice Response (Unified IP IVR) products. 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

Course Content

  • Module 1: Cisco Unified CCX Product Overview
  • Module 2: Cisco Unified CCX Installation and Configuration
  • Module 3: Cisco Unified CCX Scripting
  • Module 4: Cisco Unified CCX ACD Operations
  • Module 5: Cisco Unified CCX Premium Functions
  • Module 6: Cisco Unified CCX Maintenance
Classroom Training

Duration 5 days

Price
 
Click on town name to book Schedule
Asia Pacific

Fast Lane Flex™ Classroom If you can't find a suitable date, don't forget to check our world-wide FLEX™ training schedule.

Europe
Germany
30/03/2020 ― 03/04/2020 Berlin Enroll
11/05/2020 ― 15/05/2020 Düsseldorf Enroll
15/06/2020 ― 19/06/2020 Frankfurt Enroll
29/06/2020 ― 03/07/2020 Munich Enroll
03/08/2020 ― 07/08/2020 Münster Enroll
31/08/2020 ― 04/09/2020 Hamburg Enroll
05/10/2020 ― 09/10/2020 Berlin Enroll
09/11/2020 ― 13/11/2020 Düsseldorf Enroll
07/12/2020 ― 11/12/2020 Frankfurt Enroll
Austria
16/03/2020 ― 20/03/2020 Vienna (iTLS) Enroll
07/09/2020 ― 11/09/2020 Vienna (iTLS) Enroll
Croatia
16/11/2020 ― 20/11/2020 Zagreb Course language: English Enroll
France
11/05/2020 ― 15/05/2020 Paris Enroll
Lithuania
11/05/2020 ― 15/05/2020 Vilnius Course language: English Enroll
Switzerland
29/06/2020 ― 03/07/2020 Zurich Enroll
United Kingdom
30/03/2020 ― 03/04/2020 Manchester Enroll
08/06/2020 ― 12/06/2020 London (Int Hse) Enroll
17/08/2020 ― 21/08/2020 London This is an English language FLEX course.   Time zone: Europe/London £ 2,823.- Enroll
Middle East
United Arab Emirates
12/04/2020 ― 16/04/2020 Dubai Course language: English Enroll
11/10/2020 ― 15/10/2020 Dubai Course language: English Enroll
Africa
Egypt
31/05/2020 ― 04/06/2020 Cairo Course language: English Enroll
29/11/2020 ― 03/12/2020 Cairo Course language: English Enroll
This is a FLEX course, which is delivered both virtually and in the classroom.