This course provides you with hands-on experience and knowledge of tasks typically performed during contact center deployment. This includes the deployment of Cisco Unified Contact Center Express and Cisco Unified IP Interactive Voice Response (IVR) (Cisco Unified CCX and Cisco Unified IP IVR) as contact center solutions. Tasks include planning, installation, and configuration, scripting, and troubleshooting.
Course content
Cisco Unified CCX Product Overview
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
Cisco Unified CCX Architecture
- The Cisco Unified CCX Environment
- Cisco Unified CCX Cluster Components
- Cisco Unified CCX Datastores
- Cisco Unified CCX Deployment Models
Designing Cisco Unified CCX
- Design Considerations and Terminology
- Call Center Sizing Calculations
- Unified Communications Sizing Tool
- Network Considerations from the SRND
Cisco Unified CCX Installation and Configuration
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
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
Configuring Basic Properties of Cisco Unified CCX
- Call Flow Terms Defined
- The Cisco Unified CCX Call Flow
- Basic Cisco Unified CCX Configuration
- Configuration Wizards
Cisco Unified CCX Scripting
Installing the Cisco Unified CCX Script Editor
- Installing the Cisco Unified CCX Script Editor
- Knowing the Script Editor
- Script Management
- Debugging a Script
Creating a Basic IVR Script
- Starting a New Script
- Starting and Ending a Script and a Call
- Additional Steps for Playing a Message
Prompting and Collecting Information
- Common Prompt and Collect steps
- Additional Prompting Steps
- Assigning Variable Information
- Getting and Setting Contact Information
- Transferring a call
Accessing an External Database
- Database Access Overview
- Setting up the Database Subsystem
- Using Database Steps
Making Decisions
- Steps used to create a loop
- Steps Used for Counting
- Decision Steps
Confirming Caller Input
- Creating Generated Prompts
- Confirmation Steps
- Conditional Prompt Steps
Cisco Unified CCX ACD Operations
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
Scripting Fundamentals for Cisco Unified CCX
- Basic Cisco Unified CCX Script Design
- Cisco Unified CCX Script Steps
Using Desktop Administration
- Cisco Desktop Administration Overview and Installation
- Cisco Agent Desktop Configuration Setup
- Work Flow Configuration
- Work Flow Groups Configuration
- Cisco Desktop Administrator
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
Using Cisco Unified CCX Reports
- Cisco Unified CCX Reporting Options
- Real-time Reporting
- Cisco Unified IC
- Historical Reporting Client
Cisco Unified Contact Center Express Premium Functions
Using Remote Monitoring
- Remote Monitoring Overview
- Remote Monitoring Configuration
- CSQ Device IDs
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
Configuring Agent Email and Agent Web Chat
- Agent Email
- Agent Email Configuration
- Defining Agent Web Chat
- Agent Web Chat Configurations
Understanding ASR and TTS
- MRCP ASR and TTS Overview
- Provisioning ASR and TTS Servers
- Grammars
- Script Editor Steps
- Spoken Names
- Text-to-Speech
Cisco Unified CCX Maintenance
Using Cisco Unified RTMT
- Cisco Unified RTMT Concepts
- Installing Cisco Unified RTMT
- Performance Monitoring
- Tools
Using the Disaster Recovery System
- DRS Overview
- Performing Backups
- Restoring a Backup
To see the full course content Download now
Course Prerequisites
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
Who can attend
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
Number of Hours: 40hrs
Certification
500-052 UCCXD
Key features
- One to One Training
- Online Training
- Fastrack & Normal Track
- Resume Modification
- Mock Interviews
- Video Tutorials
- Materials
- Real Time Projects
- Virtual Live Experience
- Preparing for Certification
FAQs
DASVM Technologies offers 300+ IT training courses with 10+ years of Experienced Expert level Trainers.
- One to One Training
- Online Training
- Fastrack & Normal Track
- Resume Modification
- Mock Interviews
- Video Tutorials
- Materials
- Real Time Projects
- Materials
- Preparing for Certification
Call now: +91-99003 49889 and know the exciting offers available for you!
We working and coordinating with the companies exclusively to get placed. We have a placement cell focussing on training and placements in Bangalore. Our placement cell help more than 600+ students per year.
Learn from experts active in their field, not out-of-touch trainers. Leading practitioners who bring current best practices and case studies to sessions that fit into your work schedule. We have a pool of experts and trainers are composed with highly skilled and experienced in supporting you in specific tasks and provide professional support. 24x7 Learning support from mentors and a community of like-minded peers to resolve any conceptual doubts. Our trainers has contributed in the growth of our clients as well as professionals.
All of our highly qualified trainers are industry experts with at least 10-12 years of relevant teaching experience. Each of them has gone through a rigorous selection process which includes profile screening, technical evaluation, and a training demo before they are certified to train for us. We also ensure that only those trainers with a high alumni rating continue to train for us.
No worries. DASVM technologies assure that no one misses single lectures topics. We will reschedule the classes as per your convenience within the stipulated course duration with all such possibilities. If required you can even attend that topic with any other batches.
DASVM Technologies provides many suitable modes of training to the students like:
- Classroom training
- One to One training
- Fast track training
- Live Instructor LED Online training
- Customized training
Yes, the access to the course material will be available for lifetime once you have enrolled into the course.
You will receive DASVM Technologies recognized course completion certification & we will help you to crack global certification with our training.
Yes, DASVM Technologies provides corporate trainings with Course Customization, Learning Analytics, Cloud Labs, Certifications, Real time Projects with 24x7 Support.
Yes, DASVM Technologies provides group discounts for its training programs. Depending on the group size, we offer discounts as per the terms and conditions.
We accept all major kinds of payment options. Cash, Card (Master, Visa, and Maestro, etc), Wallets, Net Banking, Cheques and etc.
DASVM Technologies has a no refund policy. Fees once paid will not be refunded. If the candidate is not able to attend a training batch, he/she is to reschedule for a future batch. Due Date for Balance should be cleared as per date given. If in case trainer got cancelled or unavailable to provide training DASVM will arrange training sessions with other backup trainer.
Your access to the Support Team is for lifetime and will be available 24/7. The team will help you in resolving queries, during and after the course.
Please Contact our course advisor +91-99003 49889. Or you can share your queries through info@dasvmtechnologies.com
