This course 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 and Cisco Unified IP Interactive Voice Response (IVR) (Cisco Unified CCX and Cisco Unified IP IVR) as contact center solutions. Tasks include planning, installation, and configuration, scripting, and troubleshooting
The primary audience for this course is as follows:
Certifications
This course is part of the following Certifications:
The knowledge and skills you should have before attending this course are as follows:
Upon completing this course, you will be able to meet these overall objectives:
1: Cisco Unified CCX Product Overview
Cisco Unified CCX Architecture The Cisco Unified CCX Environment
Designing Cisco Unified CCX Design Considerations and Terminology
2: Cisco Unified CCX Installation and Configuration
Managing Cisco Unified CCX Cisco Unified Communications Manager Administration
Configuring Basic Properties of Cisco Unified CCX Call Flow Terms Defined
3: Cisco Unified CCX Scripting
Creating a Basic IVR Script Starting a New Script
Prompting and Collecting Information Common Prompt and Collect steps
Accessing an External Database Database Access Overview
Making Decisions Steps used to create a loop
Confirming Caller Input Creating Generated Prompts
4: Cisco Unified CCX ACD Operations
Scripting Fundamentals for Cisco Unified CCX Basic Cisco Unified CCX Script Design
Using Desktop Administration Cisco Desktop Administration Overview and Installation
Advanced Cisco Unified Contact Center Express Scripting Topics Day of Week, Time of Day, and Holiday Routing
Using Cisco Unified CCX Reports Cisco Unified CCX Reporting Options
5: Cisco Unified Contact Center Express Premium Functions
Configuring the Outbound Dialer Outbound Dialer Overview
Configuring Agent Email and Agent Web Chat Agent Email
Understanding ASR and TTS MRCP ASR and TTS Overview
6: Cisco Unified CCX Maintenance
Using the Disaster Recovery System DRS Overview
Join our public courses in our Istanbul, London and Ankara facilities. Private class trainings will be organized at the location of your preference, according to your schedule.