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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
Dates and Booking
 
Click on town name to book Schedule
Date on request
Location on request
Asia Pacific
Europe
Germany
09/12/2019 - 13/12/2019 Frankfurt Enroll
13/01/2020 - 17/01/2020 Stuttgart Enroll
03/02/2020 - 07/02/2020 Münster Enroll
09/03/2020 - 13/03/2020 Hamburg Enroll
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
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Austria
16/03/2020 - 20/03/2020 Vienna (iTLS) Enroll
07/09/2020 - 11/09/2020 Vienna (iTLS) Enroll
France
11/05/2020 - 15/05/2020 Paris Enroll
Slovenia
25/11/2019 - 29/11/2019 Ljubljana Course language: English Enroll
Switzerland
13/01/2020 - 17/01/2020 Zurich Enroll
29/06/2020 - 03/07/2020 Zurich Enroll
United Kingdom
25/11/2019 - 29/11/2019 London (Int Hse) Enroll
10/02/2020 - 14/02/2020 London (Int Hse) Enroll
30/03/2020 - 03/04/2020 Manchester Enroll
08/06/2020 - 12/06/2020 London (Int Hse) Enroll
North America
United States
11/11/2019 - 15/11/2019 Herdon, VA Enroll
11/11/2019 - 15/11/2019 Online Training Time zone: US/Eastern Course language: English Enroll
11/11/2019 - 15/11/2019 Online Training Time zone: US/Central Course language: English 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
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