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

Course Description Schedule Course Outline

Who should attend

  • Cisco Unified Communications system channel partners and resellers
  • Systems engineers
  • Customers deploying and maintaining Cisco Unified Contact Center Express products


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

This course, Deploying Cisco Unified Contact Center Express (UCCXD) v6.0, provides you with hands-on experience and knowledge of tasks typically performed during contact center deployment. This includes the deployment of Cisco Unified Contact Center Express (CCX) and Cisco Unified IP Interactive Voice Response (IVR) as contact center solutions. Tasks include planning, installation and configuration, scripting, and troubleshooting.

Classroom Training
Modality: C

Duration 5 days

Dates and Booking
Online Training
Modality: L
Dates and Booking
Click on town name to book Schedule
Asia Pacific
17/12/2018 - 21/12/2018 guaranteed date! Hamburg Enroll
07/01/2019 - 11/01/2019 Stuttgart Enroll
04/02/2019 - 08/02/2019 Münster Enroll
11/03/2019 - 15/03/2019 Hamburg Enroll
08/04/2019 - 12/04/2019 Berlin Enroll
13/05/2019 - 17/05/2019 Düsseldorf Enroll
11/06/2019 - 14/06/2019 Frankfurt 4 days Enroll
01/07/2019 - 05/07/2019 Munich Enroll
18/03/2019 - 22/03/2019 Sofia Course language: English Enroll
Czech Republic
24/06/2019 - 28/06/2019 Prague Course language: English Enroll
21/01/2019 - 25/01/2019 Paris Enroll
03/06/2019 - 07/06/2019 Paris Enroll
14/10/2019 - 18/10/2019 Paris Enroll
25/02/2019 - 01/03/2019 Milan Enroll
24/06/2019 - 28/06/2019 Rome Enroll
30/09/2019 - 04/10/2019 Milan Enroll
21/10/2019 - 25/10/2019 Rome Enroll
14/01/2019 - 18/01/2019 Lisbon Enroll
08/07/2019 - 12/07/2019 Lisbon Enroll
16/09/2019 - 20/09/2019 Belgrade Course language: English Enroll
21/01/2019 - 25/01/2019 Bratislava Enroll
25/11/2019 - 29/11/2019 Ljubljana Course language: English Enroll
07/01/2019 - 11/01/2019 Madrid Enroll
01/07/2019 - 05/07/2019 Madrid Enroll
United Kingdom
04/02/2019 - 08/02/2019 Manchester Enroll
04/03/2019 - 08/03/2019 London (Int Hse) Enroll
17/06/2019 - 21/06/2019 London (Int Hse) Enroll
North America
United States
17/12/2018 - 21/12/2018 Herndon Enroll
17/12/2018 - 21/12/2018 Online Training Time zone: US/Eastern Course language: English Enroll
Middle East
24/03/2019 - 28/03/2019 Doha Course language: English Enroll
United Arab Emirates
16/12/2018 - 20/12/2018 Dubai Course language: English Enroll
17/03/2019 - 21/03/2019 Dubai Course language: English Enroll
08/09/2019 - 12/09/2019 Dubai Course language: English Enroll
17/03/2019 - 21/03/2019 Cairo Course language: English Enroll
08/09/2019 - 12/09/2019 Cairo Course language: English Enroll
iTLS will carry out all guaranteed training regardless of the number of attendees, exempt from force majeure or other unexpected events, like e.g. accidents or illness of the trainer, which prevent the course from being conducted.
This computer icon in the schedule indicates that this date/time will be conducted as Instructor-Led Online Training.