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Unified Contact Center Express and Unified IP IVR Deployment (UCCXD)

Course Description Schedule
 

Who should attend

  • Channel Partner/Reseller
  • Customer
  • Employee

Prerequisites

It is recommended, but not required, that students have basic knowledge of:

  • Internetworking Fundamentals
  • Basic IP Telephony Concepts
  • Cisco Unified Communications Manager
  • Cisco IP Phones
  • Cisco IP Communicator
  • Contact Center Operations

Course Objectives

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. Upon completion of the course, you will 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

Course Content

  • Module 1: Cisco Unified CCX Product Overview
  • Module 2: Cisco Unified CCX Installation and Configuration
  • Module 3: Cisco Unified CCX Scripting
  • Module 4: Cisco Unified CCX ACD Operations
  • Module 5: Cisco Unified CCX Premium Functions
  • Module 6: Cisco Unified CCX Maintenance
Classroom Training

Duration 5 days

Price (incl. tax)
  • United Arab Emirates: US$ 2,730.-
Dates and Booking
 
Click on town name to book Schedule
Middle East
United Arab Emirates
08/09/2019 - 12/09/2019 Dubai Course language: English
Africa
Egypt
08/09/2019 - 12/09/2019 Cairo Course language: English
Europe
Germany
05/08/2019 - 09/08/2019 Münster
02/09/2019 - 06/09/2019 Hamburg
07/10/2019 - 11/10/2019 Berlin
11/11/2019 - 15/11/2019 Düsseldorf
09/12/2019 - 13/12/2019 Frankfurt
France
14/10/2019 - 18/10/2019 Paris
Italy
30/09/2019 - 04/10/2019 Milan
21/10/2019 - 25/10/2019 Rome
Portugal
08/07/2019 - 12/07/2019 Lisbon
Serbia
16/09/2019 - 20/09/2019 Belgrade Course language: English
Slovenia
25/11/2019 - 29/11/2019 Ljubljana Course language: English
Spain
01/07/2019 - 05/07/2019 Madrid
United Kingdom
05/08/2019 - 09/08/2019 Manchester
23/09/2019 - 27/09/2019 London (Int Hse)
25/11/2019 - 29/11/2019 London (Int Hse)
North America
United States
15/07/2019 - 19/07/2019 Campbell, CA
15/07/2019 - 19/07/2019 Online Training Time zone: US/Central Course language: English
15/07/2019 - 19/07/2019 Online Training Time zone: US/Pacific Course language: English
16/09/2019 - 20/09/2019 Overland Park
16/09/2019 - 20/09/2019 Online Training Time zone: US/Central Course language: English
11/11/2019 - 15/11/2019 Herdon, VA
11/11/2019 - 15/11/2019 Online Training Time zone: US/Eastern Course language: English
11/11/2019 - 15/11/2019 Online Training Time zone: US/Central Course language: English
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