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