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

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.

  • 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

ceny & Delivery methods

Online training
Modality: L

Trwa 5 dni

Cena (excl. tax)
  • Polska: 3.190,– €
  • Cisco Learning Credits: 46
Rejestracja
Classroom training
Modality: C

Trwa 5 dni

Cena (excl. tax)
  • Polska: 3.190,– €
  • Cisco Learning Credits: 46
Rejestracja

harmonogram

Angielski

Time zone: Central European Time (CET)   ±1 Godzinę

Online training This is a FLEX course. Time zone: Eastern European Time (EET)
Online training Time zone: British Summer Time (BST)
Online training Time zone: British Summer Time (BST)
Online training This is a FLEX course. Time zone: Eastern European Time (EET)
Online training Time zone: Greenwich Mean Time (GMT)

2 hours difference

Online training This is a FLEX course. Time zone: Gulf Standard Time (GST)

3 hours difference

Online training This is a FLEX course. Time zone: Gulf Standard Time (GST)

7 hours difference

Online training Time zone: Central Daylight Time (CDT)
Online training Time zone: Central Daylight Time (CDT)
Data gwarantowana:   Fast Lane uruchamia wszystkie szkolenia oznaczone jako gwarantowane bez względu na liczbę uczestników. Wyjątek stanowią działania siły wyższej lub innych nieoczekiwane zdarzenia, takie jak np. wypadek lub choroba trenera, które uniemożliwią przeprowadzenie kursu.
Szkolenie Zdalne:   To jest kurs zdalny prowadzony przez instruktora
This is a FLEX course, which is delivered both virtually and in the classroom.

Europa

Niemcy

 Online training This is an Niemiecki language FLEX course.   Time zone: Europe/Berlin Enroll
Online training This is an Niemiecki language FLEX course.   Time zone: Europe/Berlin Enroll
This is a FLEX course, which is delivered both virtually and in the classroom.