Cisco Unified CCX v12.5
- Relationship between the Unified CCX platform and the three products it supports
- Three Cisco products supported by the Unified CCX engine platform
- Unified CCX hardware and software components to include all server types, standby deployments, and scalability
- New and improved functions of the three Unified CCX products to include Unified CCX v12.0
2. Designing and Ordering
- Properly size the Unified CCX products by using calculators provided by Cisco
- Properly order Unified CCX products using the Unified CCX configuration and ordering tool
- Network considerations surrounding a Unified CCX deployment
- Using the Solution Reference Network Design for Cisco Unified CCX and Cisco Unified IP IVR and other documents to support a Unified CCX design and deployment
3. Installation and Configuration
- Installing Unified CCX software on all servers in a cluster
- Activating and configuring all components in a CCX cluster
- Configuring and testing a simple CCX Script Application
- Troubleshooting installations using log files
4. Unified CCX Editor
- Navigate the Unified CCX Editor functionality
- Creating, deleting, and editing variables
- Saving and uploading valid scripts to the repository
- Performing the debug process to test a script
- Troubleshooting an application and script using trace files
5. Basic Unified CCX Editor Steps
- Creating a simple script workflow to answer a call
- Adding comments to identify and explain the script and subsequent groups of steps
- Playing voice prompts to share information or instructions with callers
- Terminating and ending a call
- Validate, save as, upload, refresh, and debug a script
6. Caller and System Inputs
- Collecting information from a caller by presenting a list of choices using the menu step
- Collecting digits from a caller by using the Get Digit String step
- Getting information from the system to alter the logic of the call flow
- Validate, save as, upload, refresh, and debug the script
7. Database Access
- Connecting to a database
- Reading and getting information from the database by creating a SQL query within a script step
- Referencing database locations
- Writing information to a SQL database
- Closing the database connection and terminating database resources
8. Logical Operations
- Applying Boolean logic in scripts
- Creating and modifying counters
- Creating and managing timing loops
- Redirecting script logic based on the evaluation of “If†statements
- Using call subflows as reusable scripts
- Creating specialized prompts
9. Caller Transfers
- Creating day-of-week and time-of-day ranges for different handling
- Transferring calls to various extensions as a function of day and time
- Getting information associated with a call
- Designating calls as completed for reporting
- Determining if the caller has hung up
- Determining if today is a holiday
10. Configuring Unified CCX
- Cisco Unified CCX product, features, and capabilities
- Configuring Unified CCX on the CUCM and CCX server
11. Finesse Product Suite
- Configuring Finesse Agent Desktop and Finesse Supervisor Desktop
- Testing the Finesse Agent Desktop and Finesse Supervisor Desktop configurations
- Examining the IP Phone Agent
12. Unified CCX Script Techniques
- Defining and using Unified CCX Editor Unified CCX steps
- Testing a sample application using the Unified CCX steps in the Unified CCX Editor
13. Finesse Administrator
- Configuring the Unified CCX enterprise data using the Finesse Desktop Administrator
- Configuring workflows, personnel, and teams
- Creating screen pops and macros
- Creating wrap-up codes
14. Outbound Dialer and Agent Chat
15. Session Management
- Examine Session Management to retrieve information from a previous call
16. Media Resource Control Protocol (MRCP) Speech Technologies
- Examine Nuance ASR and TTS servers
17. Reporting
- Accessing and analyzing real-time reports
- Configure Cisco Unified Intelligence Center (CUIC) historical reporting
- Accessing and analyzing historical reports
18. Servicing and Troubleshooting