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Deploying Cisco Unified Contact Center Express (UCCXD)

Duration: 5 Days   Exam: 642-162

Who Should Attend

  • Channel Partner/Reseller
  • Customers
  • Employees

Cisco Career Certifications

 This course is part of the following Certifications:
  • Cisco IP Contact Centre Express
Prerequisites

The knowledge and skills that a learner must have before attending this course are as follows:

  • Understand Internetworking Fundamentals
  • Basic IP telephony concepts
  • Cisco Unified Communications Manager deployments
  • Cisco IP Phones
  • Cisco IP Communicator
  • Contact Center Operations
  • Microsoft Windows 2000, 2003, XP, MS SQL 200, and MSDE Databases

Course Objectives

 Upon completing this course, the learner will be able to meet these overall objectives:
  • 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
  • Troubleshoot installations and workflows
Course Content

The 5-day UCCXD course provides knowledge and hands-on deployment experience for Cisco Unified Contact Center Express and Cisco Unified IP IVR. Deployment tasks include planning, installation, configuration, administration, script development, agent and supervisor deployments, and troubleshooting.

Course Outline
  • Deploying Cisco Unified Contact Center Express
  • Product Overview
  • Designing and Ordering
  • Installation and Configuration
  • CCX Script Editor
  • Basic Script Editor Steps
  • Caller and System Inputs
  • Database Access
  • Logical Operations
  • Call Transfers
  • Configuring Unified Contact Center Express
  • Desktop Product Suite
  • CCX Script Techniques
  • Cisco Desktop Administration
  • Remote Monitoring
  • Outbound Preview Dialer
  • Session Management
  • Reports
  • Servicing and Troubleshooting

Related certificates

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