Each Student install, configure and build from scratch

What You Will Learn

• 100% Focus on Cisco Unified Communication Technology
  70% Hands On 30% Theory
  Learn to install, configure and integrate Cisco UCCX 11.5 with CUCM
  Learn to Deploy Cisco Finesse as an Agent Desktop
  Learn to Deploy Cisco Unified Intelligent Center - Reporting
  Learn to Deploy Cisco SocialMiner & Email
  Learn to Deploy Cisco UCCX Web Chat & Agent
  Learn to Deploy Cisco WorkFlow Management
  Learn to Integrate Cisco UCCX Wallboard
  Exploring Cisco UCCX Database Schema
  Create & View Store Procedure to manipulate reporting
  Much more...

Schedules

More Schedules - Click Here

Intro Video - Find Out How You Will Benefit from this course

Course Outline

Module 1: Cisco Unified CCX Product Overview

Cisco Unified CCX Product Packages

• Cisco Unified CCX Architecture
• Designing Cisco Unified CCX

Module 2: Cisco Unified CCX Installation and Configuration

• Installing Cisco Unified CCX
• Managing Cisco Unified CCX
• Configuring Basic Properties of Cisco Unified CCX

Module 3: Cisco Unified CCX Scripting

• Installing the Cisco Unified CCX Script Editor
• Creating a Basic IVR Script
• Promoting and Collecting Information
• Accessing an External Database
• Making Decisions
• Confirming Caller Input

Module 4: Cisco Unified CCX ACD Operations

• Implementing Cisco Unified CCX
• Scripting Fundamentals for Cisco Unified CCX
• Using Desktop Administration
• Advanced Cisco Unified Contact Center Express Scripting Topics

Module 5: Cisco Unified Contact Center Express Premium Functions

• Using Remote Monitoring
• Configuring the Outbound Dialer
• Configuring CAD Agent Email and Agent Web Chat

Module 6: Deploying UCCX v10.6 Functions

• Implementing Cisco Finesse
• Implementing Media Sense Call Recording
• Configuring Finesse Agent Email
• Configuring Finesse Agent Web Chat

Module 7: UCCX Reports

• Using Cisco Unified CCX Reports (Pre-v10.0)
• Managing Cisco Unified Intelligence Center (CUIC)
• Using Cisco Unified CCX Reports (CUIC)

Module 8: UCCX Wallboard & Database

• Configure Wallboard for agent and call statistic
• Explore Cisco UCCX Database Scheme & Reporting

Module 9: UCCX Call Recording

• Install and configure Cisco Media Sense Call Recording Server

Module 10: Cisco Unified CCX Maintenance

• Using Cisco Unified RTMT
• Using the Disaster Recovery System

Labs Outline

• Review Cisco Unified CCX Installation
• Provisioning Telephony and Media
• Using the Cisco Unified CCX Script Editor
• Start Your New Script
• Prompt and Collect Information from a Caller
• Access a Database
• Loops, Counters, and Decision-Making
• Confirming Caller Input
• Configuring Cisco Unified CCX
• Cisco Unified CCX Scripting
• Using the Cisco Desktop Work Flow Administrator
• Advanced Cisco Unified CCX Scripting Techniques
• Cisco Unified CCX Reporting (Legacy, Optional)
• Remote Monitoring (Optional)
• Outbound Preview Dialing
• Agent E-Mail and Web Chat (Legacy, Optional)
• Spoken Names and Automatic Speech Recognition (Optional)
• Deploying Cisco Finesse for UCCX
• Implementing Unified CM - Based MediaSense Call Recording
• Using Finesse 3rd Party Gadgets
• Configuring Finesse Web Chat and Agent Email
• Managing Cisco Unified Intelligence Center (CUIC)
• Using the Cisco Unified Real-Time Monitoring Tool (RTMT)

Client Review