This course is designed for systems engineers who will be responsible for deploying the Cisco Unified Contact Center Express (Unified CCX) and Cisco Unified IP Interactive Voice Response (Unified IP IVR) products.

This course is based on UCCX v11.0 release.

Target Audience

Engineers involved in the deployment and maintenance of Unified Contact Center Express products.

Objectives

After completing this course you should be able to:

• Provide a comprehensive overview of the Cisco Unified Contact Center Express product suite
• 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, 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

Prerequisites

Attendees should meet the following prerequisites:

• Internetworking Fundamentals (ICND1 and ICND2 Or CCNABC) recommended.
• Basic IP telephony concepts (CICD) recommended.
• Cisco Unified Communication Manager deployments (CIPTV1) recommended.
• Cisco IP Phones, Cisco IP Communicator
• Contact Center Operations

Testing and Certification

Recommended as preparation for the following exams:

• 500-052 - UCCXD - Deploying Cisco Unified Contact Center Express

This exam is required for the Cisco IP Contact Center Express Specialist Certification

Course Content

Cisco Unified CCX Product Introduction

• Cisco Unified CCX Product Packages
• Cisco Unified CCX Architecture
• Designing Cisco Unified CCX

Cisco Unified CCX Installation and Configuration

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

Cisco Unified CCX Scripting

• Understanding Script Editor Basics
• Creating a Basic IVR Script
• Prompting and Collecting Information
• Accessing an External Database
• Making Decisions
• Confirming Caller Input

Cisco Unified CCX ACD Operations

• Implementing Cisco Unified CCX
• Scripting Fundamentals for Cisco Unified CCX
• Using Finesse Administration and Call Recording 
• Advanced Scripting Topics for Cisco Unified CCX 
• Using Cisco Unified CCX Reports

Cisco Unified CCX Premium Functions

• Configuring the Outbound Dialer
• Agent Email and Agent Web Chat
• Understanding ASR and TTS

Cisco Unified CCX Maintenance

• Using Cisco Unified RTMT
• Using Disaster Recovery System

Labs

• Lab 1: Review Cisco Unified CCX Installation
• Lab 2: Provisioning Telephony and Media
• Lab 3: Understanding Script Editor Basics
• Lab 4: Start your New Locator Script
• Lab 5: Prompt and Collect Information from a Caller
• Lab 6: Accessing a Database
• Lab 7: Loops, Counters, and Decision-Making
• Lab 8: Confirming Caller Input
• Lab 9: Configuring Cisco Unified CCX
• Lab 10: Cisco Unified CCX Scripting
• Lab 11: Using Finesse Administration and Call Recording 
• Lab 12: Advanced Cisco Unified CCX Scripting Techniques
• Lab 13: Cisco Unified Contact Center Express Reporting 
• Lab 14: Outbound Preview Dialing
• Lab 15: Agent Email and Web Chat
• Lab 16: Spoken Names and Automatic Speech Recognition
• Lab 17: Using the Cisco Unified Real-time Monitoring Tool