EncartaLabs

Unified Contact Center Express and Unified IP IVR Deployment (UCCXD)

( Duration: 5 Days )

The Unified Contact Center Express and Unified IP IVR Deployment (UCCXD) training 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.

By attending Unified Contact Center Express and Unified IP IVR Deployment (UCCXD) workshop, attendees will learn to:

  • 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

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

The Unified Contact Center Express and Unified IP IVR Deployment (UCCXD) class is ideal for:

  • Customers

COURSE AGENDA

1

Cisco Unified CCX Product Overview

2

Cisco Unified CCX Installation and Configuration

3

Cisco Unified CCX Scripting

4

Cisco Unified CCX ACD Operations

5

Cisco Unified CCX Premium Functions

6

Cisco Unified CCX Maintenance

Encarta Labs Advantage

  • One Stop Corporate Training Solution Providers for over 4,000 Modules on a variety of subjects
  • All courses are delivered by Industry Veterans
  • Get jumpstarted from newbie to production ready in a matter of few days
  • Trained more than 50,000 Corporate executives across the Globe
  • All our trainings are conducted in workshop mode with more focus on hands-on sessions

View our other course offerings by visiting http://encartalabs.com/course-catalogue-all.php

Contact us for delivering this course as a public/open-house workshop/online training for a group of 10+ candidates.

Top