Deploying Unified Contact Center Express Software v8.0 (UCCXD v4.0)
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About this Course
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 (CCX) v8.0 and Cisco Unified IP Interactive Voice Response (IVR) as contact center solutions. Tasks include planning, installation and configuration, scripting, and troubleshooting.
Audience Profile
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
At Course Completion
Upon completing this course, the learner will be able to meet these overall objectives:
- Design and plan a Cisco Unified CCX v8.0 and a Cisco Unified IP IVR implementation
- Install or discuss all Cisco Unified CCX v8.0 components, servers, and clients
- Configure all Cisco Unified CCX v8.0 components
- Build work flow applications to exploit Cisco Unified IP IVR features and capabilities
- Build contact center work flows to exploit Cisco Unified Contact Center Express v8.0 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
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 Server