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Cisco UCCX Training - Deployment

Code : 1024-06
Course Fee - $3,495 USD : See schedule for exact price based on location
Number of Days : 5 Days

Cisco Learning Credit : Not Accepted
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Course Overview

This course, Deploying Cisco Unified Contact Center Express (UCCX) v10.6 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.

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 builde from scratch

What You'll Learn

  •   100% Focus on Cisco Unified Communication Technology
  •   70% Hands On 30% Theory
  •   Learn to Deploy Cisco Fineses as a 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...

Upcoming Schedules

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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
    • Prompting 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: Cisco Unified CCX Maintenance
    • Using Cisco Unified RTMT
    • Using the Disaster Recovery System

Labs

  •   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
  •   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
  •   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

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Who needs to attend

  •   IT Professionals
  •   Network Engineers
  •   IT Managers

Delivery format options

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

Prerequisites

  •   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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