UCCXD - Deploying Cisco Unified Contact Center Express (UCCXD) 6.0

Introdução

This course is designed for systems engineers who will be responsible for deploying the Cisco Unified Contact Center Express (Unified CCX) and Cisco Unified IP Interactive Voice Response (Unified IP IVR) products.

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Carga Horária:
40 horas
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Público Alvo

Channel Partners and Resellers
Customers
Employees

Objetivo

Provide a comprehensive overview of the Cisco Unified Contact Center Express product suite
Provide a complete description of the Cisco Unified CCX installation process, the configuration required with an overview of most common configuration web pages, and describe the call flow processes needed to establish a call on Cisco Unified CCX
Describe the Cisco Unified CCX script editor, how it is installed and how to implement common IVR scripting techniques
Provide a comprehensive view of Cisco Unified CCX ACD operations to include basic contact center build-up, scripting, agent and supervisor desktop configurations, advanced scripting topics, and reporting
Describe how to install, configure and use features found in Cisco Unified CCX Premium such as, Outbound Dialer, Agent Email, Agent Web Chat, and Automatic Speech Recognition (ASR) and Text-to-Speech (TTS)
Understand how to maintain and monitor a Cisco Unified CCX system

Pré Requisitos

Internetworking Fundamentals
Basic IP Telephony Concepts
Cisco Unified Communications Manager
Cisco IP Phones
Cisco IP Communicator
Contact Center Operations

Conteúdo Programatico

Module 1: Cisco Unified CCX Product Introduction
Lesson 1-1: Cisco Unified CCX Product Packages
Lesson 1-2: Cisco Unified CCX Architecture
Lesson 1-3: Designing Cisco Unified CCX

Module 2: Cisco Unified CCX Installation and Configuration

Lesson 2-1: Installing Cisco Unified CCX
Lesson 2-2: Managing Cisco Unified CCX
Lesson 2-3: Configuring Basic Properties of Cisco Unified CCX

Module 3: Cisco Unified CCX Scripting

Lesson 3-1: Understanding Script Editor Basics
Lesson 3-2: Creating a Basic IVR Script
Lesson 3-3: Prompting and Collecting Information
Lesson 3-4: Accessing an External Database
Lesson 3-5: Making Decisions
Lesson 3-6: Confirming Caller Input

Module 4: Cisco Unified CCX ACD Operations
Lesson 4-1: Implementing Cisco Unified CCX
Lesson 4-2: Scripting Fundamentals for Cisco Unified CCX
Lesson 4-3: Using Finesse Administration and Call Recording
Lesson 4-4: Advanced Scripting Topics for Cisco Unified CCX
Lesson 4-5: Using Cisco Unified CCX Reports

Module 5: Cisco Unified CCX Premium Functions
Lesson 5-1: Configuring the Outbound Dialer
Lesson 5-2: Configuring Agent Email and Agent Web Chat
Lesson 5-3: Understanding ASR and TTS

Module 6: Cisco Unified CCX Maintenance
Lesson 6-1: Using Cisco Unified RTMT
Lesson 6-2: Using the Disaster Recovery System

Lab Details:

Lab 1: Review Cisco Unified Contact Center Express Installation
Lab 2: Provisioning Telephony and Media
Lab 3: Understanding Script Editor Basics
Lab 4: Start Your New Locator Script
Lab 5: Prompt and Collect Information from a Caller
Lab 6: Accessing a Database
Lab 7: Loops, Counters, and Decision-Making
Lab 8: Confirming Caller Input
Lab 9: Configuring Cisco Unified Contact Center Express
Lab 10: Cisco Unified Contact Center Express Scripting
Lab 11: Using Finesse Administration and Call Recording
Lab 12: Advanced Cisco Unified Contact Center Express Scripting Techniques
Lab 13: Cisco Unified Contact Center Express Reporting
Lab 14: Outbound Preview Dialing
Lab 15: Agent Email and Web Chat
Lab 16: Spoken Names and Automatic Speech Recognition
Lab 17: Using the Cisco Unified Real Time Monitoring Tool