Description
- This is a tentative draft of the course description for UCCXD v4.0 and is subject to revision.
- This course, Deploying Cisco Unified Contact Center Express (UCCXD) v4.0, 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, configuration, scripting, and troubleshooting.
Objectives
Upon completing this course, the learner will be able to meet these overall objectives:
- Design and plan a Cisco Unified CCX and a Cisco Unified IP IVR implementation
- Install or discuss all Cisco Unified CCX components, servers, and clients
- Configure all Cisco Unified CCX components
- Build workflow applications to exploit Cisco Unified IP IVR features and capabilities
- Build contact center workflows to exploit Cisco Unified Contact Center Express features and capabilities
- Deploy and use Cisco Agent and Supervisor Desktop software
- Deploy the Cisco Desktop Work Flow Administrator and set contact center options
- Use real-time and historical reporting
- Deploy the Outbound Preview Dialer
- Deploy Agent Email
- Deploy automatic speech recognition and text-to-speech applications
- Discuss maintenance activities
- Troubleshoot installations and workflows
Who Should Attend
- The primary audience for this course is as follows:
- Cisco Unified Communications system channel partners and resellers
- System engineers
- Customers deploying and maintaining Cisco Unified Contact Center Express products.
Prerequisites
The knowledge and skills that a learner must have before attending this course are as follows:
- Internetworking Fundamentals
- Basic IP telephony concepts
- Cisco Unified Communications Manager
- Cisco IP phones, Cisco IP Communicator
- Contact Center operations
- Microsoft Windows 2000, 2003, XP
- MS SQL 2000, MSDE databases