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Cisco UCCX Training

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Cisco UCCX Training - Deployment & Administration

This course, Deploying Cisco Unified Contact Center Express (UCCX) v12.x 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.  This course includes UCCX integration with Finesse, CUIC, SocialMiner

What is Included?

  • 5 Days Instructor Led Training In Class or Online Access
  • 200 Hours of Lab Access For Continue Practice
  • Free Retake for up to 2 years
  • Full Cisco UCCX Deployment Study Kits (value of $899 US for free)
  • 24/7 Access during lab
  • Email & Online Support
  • Take Class Online if unable to attend lectures

Course Information

  • Code : 1024-07
  • Course Fee: $3,495 USD*
  • Number of Days: 5 Days
  • Cisco Learning Credit: Not Accepted
  • Language: English


  • 2+ years of experience in Cisco Networking
  • 2+ years of experience with Cisco IPT based on CUCM 12.0
  • Basic Knowledge of IVR


  • Network professionals who install, configure, and manage Cisco collaboration solutions
  • Network Engineer
  • System Engineer

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 V12 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 
  • 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


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