VoiceBootcamp (Canadal) Inc - Cisco UCCX 11.5

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Course Overview

This course, Deploying Cisco Unified Contact Center Express (UCCX) v11.5 provides the student 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.

All Classes - You can Attend Online or In Classroom


Why VoiceBootcamp?

downloadarrow 5 Days Instructor Led Training with 24/7 Access to Lab downloadarrow 70% Hands On - 30% Theory
downloadarrow Practice Lab with 200 hours of free UCCX Rack Rental downloadarrow Each Student Gets Dedicated POD of 2 UC Clusters
downloadarrow Complete UCCX Deployment Self-Study Kit downloadarrow Small Class up to max 6 Students
downloadarrow Full Duplex Environment - 8 to 10 VM Servers downloadarrow 24/7 Access to lab during class
downloadarrow Free RETAKE Until You Pass The Lab - Even Remotely  downloadarrow

Each Student install, configure and build from scratch


What You Will Learn

  • 100% Focus on Cisco Unified Communication Technology
    70% Hands On 30% Theory
    Learn to install, configure and integrate Cisco UCCX 11.5 with CUCM
    Learn to Deploy Cisco Finesse as an Agent Desktop
    Learn to Deploy Cisco Unified Intelligent Center - Reporting
    Learn to Deploy Cisco SocialMiner & Email
    Learn to Deploy Cisco UCCX Web Chat & Agent
    Learn to Deploy Cisco WorkFlow Management
    Learn to Integrate Cisco UCCX Wallboard
    Exploring Cisco UCCX Database Schema
    Create & View Store Procedure to manipulate reporting
    Much more...


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Intro Video - Find Out How You Will Benefit from this course

Course Outline

Module 1: Cisco Unified CCX Product Overview

Cisco Unified CCX Product Packages

  • Cisco Unified CCX Architecture
  • Designing Cisco Unified CCX

Module 2: Cisco Unified CCX Installation and Configuration

  • Installing Cisco Unified CCX
  • Managing Cisco Unified CCX
  • Configuring Basic Properties of Cisco Unified CCX

Module 3: Cisco Unified CCX Scripting

  • Installing the Cisco Unified CCX Script Editor
  • Creating a Basic IVR Script
  • Promoting and Collecting Information
  • Accessing an External Database
  • Making Decisions
  • Confirming Caller Input

Module 4: Cisco Unified CCX ACD Operations

  • Implementing Cisco Unified CCX
  • Scripting Fundamentals for Cisco Unified CCX
  • Using Desktop Administration
  • Advanced Cisco Unified Contact Center Express Scripting Topics

Module 5: Cisco Unified Contact Center Express Premium Functions

  • Using Remote Monitoring
  • Configuring the Outbound Dialer
  • Configuring CAD Agent Email and Agent Web Chat

Module 6: Deploying UCCX v10.6 Functions

  • Implementing Cisco Finesse
  • Implementing Media Sense Call Recording
  • Configuring Finesse Agent Email
  • Configuring Finesse Agent Web Chat

Module 7: UCCX Reports

  • Using Cisco Unified CCX Reports (Pre-v10.0)
  • Managing Cisco Unified Intelligence Center (CUIC)
  • Using Cisco Unified CCX Reports (CUIC)

Module 8: UCCX Wallboard & Database

  • Configure Wallboard for agent and call statistic
  • Explore Cisco UCCX Database Scheme & Reporting

Module 9: UCCX Call Recording

  • Install and configure Cisco Media Sense Call Recording Server

Module 10: Cisco Unified CCX Maintenance

  • Using Cisco Unified RTMT
  • Using the Disaster Recovery System

Labs Outline

  • Review Cisco Unified CCX Installation
  • Provisioning Telephony and Media
  • Using the Cisco Unified CCX Script Editor
  • Start Your New Script
  • Prompt and Collect Information from a Caller
  • Access a Database
  • Loops, Counters, and Decision-Making
  • Confirming Caller Input
  • Configuring Cisco Unified CCX
  • Cisco Unified CCX Scripting
  • Using the Cisco Desktop Work Flow Administrator
  • Advanced Cisco Unified CCX Scripting Techniques
  • Cisco Unified CCX Reporting (Legacy, Optional)
  • Remote Monitoring (Optional)
  • Outbound Preview Dialing
  • Agent E-Mail and Web Chat (Legacy, Optional)
  • Spoken Names and Automatic Speech Recognition (Optional)
  • Deploying Cisco Finesse for UCCX
  • Implementing Unified CM - Based MediaSense Call Recording
  • Using Finesse 3rd Party Gadgets
  • Configuring Finesse Web Chat and Agent Email
  • Managing Cisco Unified Intelligence Center (CUIC)
  • Using the Cisco Unified Real-Time Monitoring Tool (RTMT)


Client Review


VoiceBootcamp Review   VoiceBootcamp

Source: https://plus.google.com/+VoicebootcampTraining/about

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Who Needs to Attend

  • IT Professionals
  • Network Engineers
  • IT Managers


Delivery Format

  • Classroom or Online via Webinar - Instructor led training.
  • Any class you can join online in case if you are unable to travel.



  • Basic knowledge of CUCM, Unity Connection, and router administrative tasks
  • CCNP or equivalent knowledge
  • Working knowledge of converged voice and data networks
  • Basic knowledge of Cisco IOS gateways
  • Working Experience of 2 Years in such product or CCNP Collaboration Training




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