UCCXD - Deploying Cisco Unified Contact Center Express v6.0 Training in Canada

Learn about the Cisco Unified Contact Center Express (Unified CCX) product and its associated client applications and scripting tools.

Is This The Right Course?

Who Should Attend?

• 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

• 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

 

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).

At Bilginç IT Academy, we combine our strong presence in both the UK and Türkiye to deliver high-quality, practical training solutions for organizations worldwide.

International Presence with Local Expertise
With operations in the United Kingdom and Türkiye, we bring together global standards and local market understanding to deliver effective training experiences across regions.

Expert Instructors with Real-World Experience
Our courses are delivered by certified trainers with extensive industry experience, ensuring you gain practical knowledge that can be applied immediately.

Corporate-Focused Training Approach
We specialize in training corporate teams, tailoring our programs to meet your organization’s goals, technologies, and project requirements.

Flexible Training Delivery Worldwide
We offer classroom, virtual classroom, and onsite training options globally, tailored to your organization’s needs.

Hands-On, Practical Learning
Our training sessions include real-world scenarios, case studies, and interactive exercises to ensure lasting understanding and skill development.

Proven Track Record
With over 10 years of experience, we have successfully trained professionals from leading organizations across different industries and regions.