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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

 
Click on town name to book Schedule
Africa
Egypt
08/09/2019 - 12/09/2019 Cairo Course language: English
Middle East
United Arab Emirates
08/09/2019 - 12/09/2019 Dubai Course language: English This course is being delivered by iTLS.
Europe
Germany
07/10/2019 - 11/10/2019 Berlin
11/11/2019 - 15/11/2019 Düsseldorf
09/12/2019 - 13/12/2019 Frankfurt
13/01/2020 - 17/01/2020 Stuttgart
03/02/2020 - 07/02/2020 Münster
09/03/2020 - 13/03/2020 Hamburg
30/03/2020 - 03/04/2020 Berlin
11/05/2020 - 15/05/2020 Düsseldorf
Austria
16/03/2020 - 20/03/2020 Vienna (iTLS)
07/09/2020 - 11/09/2020 Vienna (iTLS)
France
14/10/2019 - 18/10/2019 Paris
11/05/2020 - 15/05/2020 Paris
Italy
30/09/2019 - 04/10/2019 Milan
21/10/2019 - 25/10/2019 Rome
Serbia
16/09/2019 - 20/09/2019 Belgrade Course language: English
Slovenia
25/11/2019 - 29/11/2019 Ljubljana Course language: English
Switzerland
13/01/2020 - 17/01/2020 Zurich
29/06/2020 - 03/07/2020 Zurich
United Kingdom
23/09/2019 - 27/09/2019 London (Int Hse)
25/11/2019 - 29/11/2019 London (Int Hse)
10/02/2020 - 14/02/2020 London (Int Hse)
30/03/2020 - 03/04/2020 Manchester
08/06/2020 - 12/06/2020 London (Int Hse)
North America
United States
16/09/2019 - 20/09/2019 Overland Park
16/09/2019 - 20/09/2019 Online Training Time zone: US/Central Course language: English
11/11/2019 - 15/11/2019 Herdon, VA
11/11/2019 - 15/11/2019 Online Training Time zone: US/Eastern Course language: English
11/11/2019 - 15/11/2019 Online Training Time zone: US/Central Course language: English
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