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Learn about the Cisco Unified Contact Center Express (Unified CCX) product and all of its associated client applications and scripting tools. This 5-day instructor-led course 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 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. To fully benefit from this course, students should have the following prerequisite skills and knowledge:

  • Internetworking Fundamentals
  • Basic IP telephony concepts
  • Cisco Unified Communications Manager
  • Cisco IP phones, Cisco IP Communicator
  • Contact Center operations

What You'll Learn

  • Provide a comprehensive overview of the Cisco Unified Contact Center Express product suite. This overview will cover descriptions of the product, compatibility, and hardware and software options, architecture, and sizing and ordering tools.
  • 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, Remote Monitoring, 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.

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  • Course Number UCCXD
  • Course Length 5 days
  • Course Fee $3,775.00
  • Delivery Format VLT (Instructor Led; Virtual LIVE Online; Remote Training)
  • Course Topic Collaboration/Communications
  • Vendor Cisco
  • Technology Unified Contact Center; Call Studio
Need a different date? This course is also offered on these dates
Date Course ID Course Name Duration Delivery Format Registration
12/05/2022 UCCXD Deploying Cisco Unified Contact Center Express (UCCXD) 5 days VLT Register
02/06/2023 UCCXD Deploying Cisco Unified Contact Center Express (UCCXD) 5 days VLT Register

Register for course: UCCXD

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