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

Course Description Schedule

Who should attend

  • Channel Partner/Reseller
  • Customer
  • Employee


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
Modality: C

Duration 5 days

Dates and Booking
Click on town name to book Schedule
26/08/2018 - 30/08/2018 Cairo Course language: English
Middle East
United Arab Emirates
16/12/2018 - 20/12/2018 Dubai Course language: English This course is being delivered by iTLS.
09/07/2018 - 13/07/2018 Munich
13/08/2018 - 17/08/2018 Berlin
10/09/2018 - 14/09/2018 Frankfurt
15/10/2018 - 19/10/2018 Düsseldorf
19/11/2018 - 23/11/2018 Hamburg
17/12/2018 - 21/12/2018 Munich
10/09/2018 - 14/09/2018 Paris
08/10/2018 - 12/10/2018 Paris
24/09/2018 - 28/09/2018 Rome
10/12/2018 - 14/12/2018 Milan
05/11/2018 - 09/11/2018 Ljubljana Course language: English
02/07/2018 - 06/07/2018 Madrid
United Kingdom
24/09/2018 - 28/09/2018 London (Int Hse)
12/11/2018 - 16/11/2018 London (Int Hse)
10/12/2018 - 14/12/2018 London (Int Hse)
Asia Pacific
03/09/2018 - 07/09/2018 Sydney
08/10/2018 - 12/10/2018 Melbourne
North America
United States
09/07/2018 - 13/07/2018 Herdon
09/07/2018 - 13/07/2018 Online Training Time zone: US/Mountain Course language: English guaranteed date!
30/07/2018 - 03/08/2018 Online Training Time zone: US/Mountain Course language: English
06/08/2018 - 10/08/2018 Columbia
10/09/2018 - 14/09/2018 Online Training Time zone: US/Central Course language: English
10/09/2018 - 14/09/2018 New York
17/09/2018 - 21/09/2018 Boxborough, MA
24/09/2018 - 28/09/2018 Online Training Time zone: US/Mountain Course language: English
Fast Lane 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.
This is a FLEX course, which is delivered both virtually and in the classroom.