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Unified Contact Center Express & Unified IP IVR Deployment

Course Code: UCCXD
Duration: 5
Price: €2,695.00 

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Overview 

This course, Deploying Unified Contact Center Express (UCCXD) v3.0, provides the student with hands-on experience and knowledge of tasks typically performed for a Contact Center Unified Contact Center Express v7.0 and Unified IP IVR v7.0 deployment. This includes the deployment of Unified Contact Center Express and Unified IP IVR (Unified CCX and Unified IP IVR) as contact center solutions. Tasks include planning, installation, configuration tasks, troubleshooting and creating Cisco scripts.


Pre-Requisites

Students should have experience with internetworking fundamentals, basic IP telephony fundamentals, Cisco Unified Communications Manager deployments, Cisco IP Phones and Cisco IP Communicator, Contact Center Operations, Microsoft Windows Server 2000, 2003, XP, and MS SQL 2000, MSDE databases.



Next Course Dates

Dates available on request. Please contact us

  • Indicates a guaranteed course




September
20 Sep - 24 Sep, 2010London - Old Broad Street (United Kingdom)Request Space
October
11 Oct - 15 Oct, 2010UK, Global Knowledge (Norway)Request Space
11 Oct - 15 Oct, 2010Wakefield (United Kingdom)Request Space
18 Oct - 22 Oct, 2010Zoetermeer - 1 (Netherlands)Request Space
Guaranteed Event18 Oct - 22 Oct, 2010Wokingham (United Kingdom)Request Space
November
01 Nov - 05 Nov, 2010Nordisk (Norway)Request Space
Guaranteed Event01 Nov - 05 Nov, 2010Norden (Sweden)Request Space
December
13 Dec - 17 Dec, 2010UK,Global Knowledge (Denmark)Request Space
13 Dec - 17 Dec, 2010RUEIL (France)Request Space
Guaranteed Event13 Dec - 17 Dec, 2010London - Old Broad Street (United Kingdom)Request Space
January
31 Jan - 04 Feb, 2011Wokingham (United Kingdom)Request Space
February
28 Feb - 04 Mar, 2011RUEIL (France)Request Space
April
11 Apr - 15 Apr, 2011London - Old Broad Street (United Kingdom)Request Space
May
09 May - 13 May, 2011Norden (Sweden)Request Space
June
20 Jun - 24 Jun, 2011RUEIL (France)Request Space
August
29 Aug - 02 Sep, 2011RUEIL (France)Request Space
December
12 Dec - 16 Dec, 2011RUEIL (France)Request Space

More Information

This course is for channel partners / resellers, customers, and employees, as well as system engineers and customers deploying and maintaining Unified Contact Center Express products.

  • Design and plan a Unified Contact Center Express and a Unified IP IVR implementation
  • Install or discuss all CRS components, servers and clients
  • Configure all CRS components
  • Build workflow applications to exploit Unified IP IVR features and capabilities
  • Build contact center workflows to exploit Unified Contact Center Express features and capabilities
  • Deploy and use Agent and Supervisor Desktop software
  • Deploy Outbound Preview Dialer for Unified CCX v7.0
  • Troubleshoot installations and workflows

Unified CCX Product Overview

  • Unified CCX Product Packages
  • Unified CCX Architecture
  • Unified CCX Design and Order Tools

Installation and Configuration

  • Unified CCX Installation
  • Unified CCX Management
  • The Call Process and Basic Unified CCX Configuration

Unified CCX Scripting

  • The Script Editor
  • Create a basic IVR Script
  • Prompt and Collect information from a Caller
  • Accessing an External Database
  • Loops, Counters, and Decision Making
  • Confirming a Callers Input

Unified CCX ACD Operations

  • Unified CCX
  • Unified CCX Scripting Fundamentals
  • Cisco Desktop Work Flow Administrator Fundamentals
  • Advanced Unified CCX Scripting Topics
  • Advanced CTI Functions
  • Unified CCX Reporting

Unified CCX Premium Functions

  • Remote Monitoring
  • Outbound Preview Dialer
  • Agent Email
  • Automatic Speech Recognition and Text to Speech

Unified CCX Maintenance and Troubleshooting

  • Database Maintenance Activities
  • Tracing, Troubleshooting, and Other Utilities

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