In this 5-day instructor-led course participants gain an understanding of Cisco’s Unified Contact Center Express (Unified CCX) product and all of its associated client applications and scripting tools. Students will learn about all of the Unified CCX components, servers, deployment options and clients, as wellas learn how to perform capacity planning, choose the correct product features and install the product. Our instructors place major emphasis on the Unified CCX script editing tool, Unified CCX Editor, which allows administrators to script the contact center’s caller experience through the system, including queries, recordings, menu input, digit string input and database operations. Participants will cover the Cisco Finesse Agent and Supervisor Desktops as well as the Finesse Desktop Administration tool to optimize the call agent’s desktop display and options, supervisor optimization of the call center and reporting options and customizations. Students will explore Automatic Speech Recognition (ASR) and Text-to-Speech (TTS) technologies, Social Miner, and Outbound Dialing technologies and you’ll examine options for troubleshooting, reporting, and maintaining the system. You will explore Automatic Speech Recognition (ASR) and Text-to-Speech (TTS) technologies, Social Miner, and Outbound Dialing technologies and you’ll examine options for troubleshooting, reporting and maintaining the system. Note: the voice network labs for this course use the latest hardware and software and all of our IP telephony courses provide a simulated public switched telephone network (PSTN).
What You'll Learn
- Planning and deploying a Cisco Unified CCX system version 11.0
- Telephony and media configuration for deployment with CUCM
- Scripting techniques and best practices
- Scripting operations including greeting, prompt and collect, caller input, database queries, and logic
- Time-of-day and holiday operations
- Queue management and best practices for queuing
- Finesse Agent, Finesse Supervisor, and Finesse Administrator
- Cisco IP Phone Agent
- Session Management
- CUIC and real-time reporting
- Remote Monitoring
- Outbound preview dialing
- TTS and ASR
- Real-Time Monitoring
- Disaster recovery
- Course Number UCCXD
- Course Length 5 days
- Course Fee $3,795.00
- Delivery Format vILT (Instructor Led; Virtual LIVE Online; Remote Training)
- Course Topic Collaboration/Communications
- Vendor Cisco
- Technology Unified Contact Center; Call Studio
Register for course: UCCXD
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