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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

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
Modality: C

Duration 5 days

Dates and Booking
 
Click on town name to book Schedule
Africa
Egypt
25/02/2018 - 01/03/2018 Cairo Course language: English
26/08/2018 - 30/08/2018 Cairo Course language: English
Middle East
United Arab Emirates
17/06/2018 - 21/06/2018 Dubai Course language: English This course is being delivered by iTLS.
16/12/2018 - 20/12/2018 Dubai Course language: English This course is being delivered by iTLS.
Europe
Germany
15/01/2018 - 19/01/2018 Stuttgart
12/02/2018 - 16/02/2018 Berlin
19/03/2018 - 23/03/2018 Frankfurt
16/04/2018 - 20/04/2018 Münster
14/05/2018 - 18/05/2018 Düsseldorf
11/06/2018 - 15/06/2018 Hamburg
09/07/2018 - 13/07/2018 Munich
13/08/2018 - 17/08/2018 Berlin
France
22/01/2018 - 26/01/2018 Paris
28/05/2018 - 01/06/2018 Paris
08/10/2018 - 12/10/2018 Paris
Italy
12/03/2018 - 16/03/2018 Rome
18/06/2018 - 22/06/2018 Milan
24/09/2018 - 28/09/2018 Rome
10/12/2018 - 14/12/2018 Milan
Slovenia
12/02/2018 - 16/02/2018 Ljubljana Course language: English
14/05/2018 - 18/05/2018 Ljubljana Course language: English
05/11/2018 - 09/11/2018 Ljubljana Course language: English
Spain
08/01/2018 - 12/01/2018 Madrid
02/07/2018 - 06/07/2018 Madrid
Sweden
08/01/2018 - 12/01/2018 Stockholm Course language: English
05/02/2018 - 09/02/2018 Stockholm Course language: English
14/05/2018 - 18/05/2018 Stockholm Course language: English
United Kingdom
12/02/2018 - 16/02/2018 London (Int Hse)
11/06/2018 - 15/06/2018 London (Int Hse)
Asia Pacific
Australia
29/01/2018 - 02/02/2018 Sydney
19/03/2018 - 23/03/2018 Melbourne
14/05/2018 - 18/05/2018 Sydney
09/07/2018 - 13/07/2018 Melbourne
03/09/2018 - 07/09/2018 Sydney
08/10/2018 - 12/10/2018 Melbourne
North America
United States
22/01/2018 - 26/01/2018 Online Training Time zone: US/Mountain Course language: English
05/02/2018 - 09/02/2018 Online Training Time zone: US/Central Course language: English
19/03/2018 - 23/03/2018 Online Training Time zone: US/Mountain Course language: English
26/11/2018 - 30/11/2018 Online Training Time zone: US/Central Course language: English
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.