Deploying Unified Contact Center Express (UCCXD)

• Channel Partner / Reseller
• Customer
• Employee

This course is part of the following Certifications:

• CCIE Voice (CCIEV Voice)
• Cisco IP Contact Center Express Specialist

Prior to attending this course, learners should understand Internetworking Fundamentals, Basic IP telephony concepts, Cisco Unified Communications Manager deployments, Cisco IP Phones, Cisco IP Communicator, Contact Center Operations, Microsoft Windows 2000, 2003, XP, MS SQL 200, and MSDE Databases.

• Design and plan a Unified Contact Center Express and a Unified IP IVR implementation
• Install or discuss all CRS components, servers and clients
• Configure all CRS components
• Build workflow applications to exploit Unified IP IVR features and capabilities
• Build contact center workflows to exploit Unified Contact Center Express features and capabilities
• Deploy and use Agent and Supervisor Desktop software
• Deploy Outbound Preview Dialer for Unified CCX
• Troubleshoot installations and workflows

After completing this 5 day course, learners will be able to design and plan a Unified Contact Center Express and a Unified IP IVR implementation, install or discuss all CCX components, configure all CCX components, build workflow applications to exploit Unified IP IVR features and capabilities, build contact center workflows to exploit Unified Contact Center Express features and capabilities, deploy and use agent and Supervisor Desktop software, and troubleshoot installations and workflows.

Product Overview

• Designing and Ordering
• Installation and Configuration
• CCX Script Editor
• Basic Script Editor Steps
• Caller and System Inputs
• Database Access
• Logical Operations
• Call Transfers
• Configuring Unified Contact Center Express
• Desktop Product Suite
• CCX Script Techniques
• Cisco Desktop Administration
• Remote Monitoring
• Outbound Preview Dialer
• Session Management
• Reports
• Servicing and Troubleshooting