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Contact Center
UCCX: Deploying Cisco Unified Contact Center Express v5
5 Days
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PRIVATE SESSION
COURSE DESCRIPTION
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Deploying Cisco Unified Contact Center Express (UCCX) v5.0 provides the student with hands-on experience and knowledge of tasks typically performed during contact center deployment. This 5-day course includes the deployment of Cisco Unified Contact Center Express v9.0(2) (Cisco Unified CCX)and Cisco Unified IP Interactive Voice Response (Cisco Unified IP IVR) as contact center solutions. Tasks include planning, installation, and configuration, scripting, and troubleshooting.
Upon completing this course, the learner will be able to meet these overall objectives:
  • Provide a comprehensive overview of the Cisco Unified Contact Center Express product suite. This overview will cover descriptions of the product, compatibility, and hardware and software options, architecture, and sizing and ordering tools.
  • 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, Remote Monitoring, 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.
  • Cisco Unified Communications Channel Partners and Resellers
  • System Engineers
  • Customers deploying and maintaining Unified Contact Center Express products
The knowledge and skills you should 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
Module 1: Cisco Unified CCX Product Overview
Lesson 1: Cisco Unified CCX Product Packages
  • Cisco Unified CCX Product Family
  • Cisco Unified CCX Primary Functions
  • Cisco Unified CCX Product Package Options
  • Cisco Unified CCX Compatibility
  • Cisco Unified CCX Operating Systems
  • Cisco Unified CCX Hardware Platforms
  • Cisco Unified CCX Capacities
Lesson 2: Cisco Unified CCX Architecture
  • The Cisco Unified CCX Environment
  • Cisco Unified CCX Cluster Components
  • Cisco Unified CCX Datastores
  • Cisco Unified CCX Deployment Models
Lesson 3: Designing Cisco Unified CCX
  • Design Considerations and Terminology
  • Call Center Sizing Calculations
  • Unified Communications Sizing Tool
  • Network Considerations from the SRND
Module 2: Cisco Unified CCX Installation and Configuration
Lesson 1: Installing Cisco Unified CCX

  • Preliminary Considerations
  • Single Server or First Node Installation
  • Single Server or First Node Server Setup
  • Second Node Installation and Setup
  • Installing Cisco Unified CCX in a VM
  • Migrating to a VM
  • Installation Log Files
  • Upgrading Cisco Unified CCX
Lesson 2: Managing Cisco Unified CCX
  • Cisco Unified Communications Manager Administration
  • Cisco Unified CCX Administration
  • Cisco Unified CCX Subsystems
  • Administration Tools
  • Supervisor and User Web Pages
  • Cisco Desktop Work Flow Administrator
  • Cisco Desktop Administrator
  • Serviceability and Maintenance Summaries
Lesson 3: Configuring Basic Properties of Cisco Unified CCX
  • Call Flow Terms Defined
  • The Cisco Unified CCX Call Flow
  • Basic Cisco Unified CCX Configuration
  • Configuration Wizards
Module 3: Cisco Unified CCX Scripting
Lesson 1: Installing the Cisco Unified CCX Script Editor

  • Installing the Cisco Unified CCX Script Editor
  • Knowing the Script Editor
  • Script Management
  • Debugging a Script
Lesson 2: Creating a Basic IVR Script
  • Starting a New Script
  • Starting and Ending a Script and a Call
  • Additional Steps for Playing a Message
Lesson 3: Prompting and Collecting Information
  • Common Prompt and Collect steps
  • Additional Prompting Steps
  • Assigning Variable Information
  • Getting and Setting Contact Information
  • Transferring a call
Lesson 4: Accessing an External Database
  • Database Access Overview
  • Setting up the Database Subsystem
  • Using Database Steps
Lesson 5: Making Decisions
  • Steps used to create a loop
  • Steps Used for Counting
  • Decision Steps
Lesson 6: Confirming Caller Input
  • Creating Generated Prompts
  • Confirmation Steps
  • Conditional Prompt Steps
Module 4: Cisco Unified CCX ACD Operations
Lesson 1: Implementing Cisco Unified CCX

  • ACD Components Defined
  • Cisco Unified CCX Desktop Client Configuration Tool
  • Cisco IP Phone Agent
  • Cisco Agent Desktop
  • Cisco Supervisor Desktop
  • The Call Flow Revisited
  • Configuring Cisco Unified CCX ACD Properties
Lesson 2: Scripting Fundamentals for Cisco Unified CCX
  • Basic Cisco Unified CCX Script Design
  • Cisco Unified CCX Script Steps
Lesson 3: Using Desktop Administration
  • Cisco Desktop Administration Overview and Installation
  • Cisco Agent Desktop Configuration Setup
  • Work Flow Configuration
  • Work Flow Groups Configuration
  • Cisco Desktop Administrator
Lesson 4: Advanced Cisco Unified Contact Center Express Scripting Topics
  • Day of Week, Time of Day, and Holiday Routing
  • Using Subflows, Real-time Data, and Exception Handling
  • Manipulating Data
  • Using Email and HTTP Applications
Lesson 5: Using Cisco Unified CCX Reports
  • Cisco Unified CCX Reporting Options
  • Real-time Reporting
  • Cisco Unified IC
  • Historical Reporting Client
Module 5: Cisco Unified Contact Center Express Premium
Lesson 1: Using Remote Monitoring

  • Remote Monitoring Overview
  • Remote Monitoring Configuration
  • CSQ Device IDs
Lesson 2: Configuring the Outbound Dialer
  • Outbound Dialer Overview
  • Common Outbound Configurations
  • Outbound IVR Dialing
  • Outbound Direct Preview Dialing
  • Outbound Direct Preview Dialer Configuration
  • Outbound Dialer Reports
  • Troubleshooting Information
Lesson 3: Configuring Agent Email and Agent Web Chat
  • Agent Email
  • Agent Email Configuration
  • Defining Agent Web Chat
  • Agent Web Chat Configurations
Lesson 4: Understanding ASR and TTS
  • MRCP ASR and TTS Overview
  • Provisioning ASR and TTS Servers
  • Grammars
  • Script Editor Steps
  • Spoken Names
  • Text-to-Speech
Module 6: Cisco Unified CCX Maintenance
Lesson 1: Using Cisco Unified RTMT
  • Cisco Unified RTMT Concepts
  • Installing Cisco Unified RTMT
  • Performance Monitoring
  • Tools
Lesson 2: Using the Disaster Recovery System
  • DRS Overview
  • Performing Backups
  • Restoring a Backup

Hands On Labs
Lab 1: Configuring Cisco Unified Communications Manager (CUCM) Initial Settings
Lab 2: Managing User Accounts in Cisco Unified Communications Manager
Lab 3: Implementing IP Phones to CUCM
Lab 4: Implementing Cisco Unified Border Element (CUBE) for calls to and from the Actual PSTN
Lab 5: Finalize Cisco Unified CCX (UCCX) Installation and CUCM Integration
Lab 6: Provisioning Telephony and Media
Lab 7: Introduction to the Cisco Unified CCX Editor and basic scripts
Lab 8: Starting Your New Locator Script
Lab 9: Prompting and Collecting Information from a Caller
Lab 10: Accessing a Database
Lab 11: Loops, Counters, and Decision-Making
Lab 12: Confirming Caller Input
Lab 13: Configuring Cisco Unified CCX
Lab 14: Cisco Unified CCX Scripting
Lab 15: Using the Cisco Desktop Work Flow Administrator
Lab 16: AdvancedCiscoUnifiedCCXScripting Techniques
Lab 17: Cisco Unified Contact Center Express Reporting
Lab 18: Using the Cisco Unified Real-time Monitoring Tool
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