Deploying Cisco Unified Contact Center Express (UCCXD)

Lesson objectives help students become comfortable with the course, and also provide a means to evaluate learning. Upon successful completion of this course, students will be able to: • Provide a comprehensive overview of the Cisco Unified CCX product suite. This overview will cover descriptions of the product, compatibility, hardware and software options, architecture, and sizing and ordering tools. • Provide a complete description of the Cisco Unified CCX installation process, provide a complete description of the configuration with an overview of the 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 automated call distributor (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 Remote Monitoring, Outbound Dialer, Agent Email, Agent Web Chat, Automatic Speech Recognition (ASR) and Text-to-Speech (TTS). • Understand how to maintain and monitor a Cisco Unified CCX system.