UCCXD | Deploying Cisco Unified Contact Center Express

UCCXD | Deploying Cisco Unified Contact Center Express

 

Version: 6.0

 

Overview

In this course, you'll gain an understanding of Cisco’s Unified Contact Center Express (Unified CCX) product and all of its associated client applications and scripting tools. You will learn about all of the Unified CCX components, servers, deployment options, and clients. You will learn how to perform capacity planning, choose the correct product features, and install the product.

Our instructors place major emphasis on the Unified CCX script editing tool, Unified CCX Editor, which allows administrators to script the contact center’s caller experience through the system, including queries, recordings, menu input, digit string input, and database operations. You will cover the Cisco Finesse Agent and Supervisor Desktops as well as the Finesse Desktop Administration tool to optimize the call agent’s desktop display and options, supervisor optimization of the call center, and reporting options and customizations. You will explore Automatic Speech Recognition (ASR) and Text-to-Speech (TTS) technologies, Social Miner, and Outbound Dialing technologies and you’ll examine options for troubleshooting, reporting, and maintaining the system.

Our voice network labs use the latest hardware and software and all of our IP telephony courses provide a simulated public switched telephone network (PSTN).

 

Objectives

After taking this course, you should be able to:

Planning and deploying a Cisco Unified CCX system version 11.0

Telephony and media configuration for deployment with CUCM

Scripting techniques and best practices

Scripting operations including greeting, prompt and collect, caller input, database queries, and logic

Time-of-day and holiday operations

Queue management and best practices for queuing

Finesse Agent, Finesse Supervisor, and Finesse Administrator

Cisco IP Phone Agent

Session Management

CUIC and real-time reporting

Remote Monitoring

Outbound preview dialing

TTS and ASR

Real-Time Monitoring

Disaster recovery

 

Prerequisites

Working knowledge of fundamental terms and concepts of computer networking, including LANs, WANs, and IP switching and routing

Basic knowledge of CUCM

Basic knowledge of contact center operations

Familiarity with Microsoft desktop applications and SQL database operations

 

Who should enroll

Systems integrators who deploy Cisco Unified CCX

System engineers, architects, and support staff who:

Maintain and configure Finesse supervisor and Finesse agent clients

Write scripts and maintain script integrity

Require a fundamental understanding of the issues and solutions related to implementation

Maintain the server system and telephony system for the contact center

 

OUTLINE

  • Cisco Unified CCX
  • Designing and Ordering
  • Installation and Configuration
  • Unified CCX Editor
  • Basic Unified CCX Editor Steps
  • Caller and System Inputs
  • Database Access
  • Logical Operations
  • Caller Transfers
  • Configuring Unified CCX
  • Finesse Product Suite
  • Unified CCX Script Techniques
  • Finesse Administrator
  • Outbound Dialer and Agent Chat
  • Session Management
  • Media Resource Control Protocol (MRCP) Speech Technologies
  • Reporting
  • Servicing and Troubleshooting

UCCXD | Deploying Cisco Unified Contact Center Express

SKU: CISCO-UCCXD
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