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Cisco UCCX Training

Cisco UCCX Training

Course Overview

This course Cisco UCCX Training is Deploying Cisco Unified Contact Center Express (UCCX) v12.x 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.  This course includes UCCX integration with Finesse, CUIC, SocialMiner.  Join Cisco UCCX Training and Get started Today

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Course Information

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  • 5 Days Instructor-led Training
  • 200 Hours of Lab Access after Training
  • Free Retake Upto 2 Until You Pass
  • Study Materials Included
  • 2 Major In House Project
  • Can't Travel? Attend Online or Onsite
  • 3 or More? We can come to your location, anywhere in the world
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Cisco UCCX Training
Cisco UCCX Training

Upcoming Schedules

What You Will 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

    Outline

    1. Cisco Unified CCX

    Relationship between the Unified CCX platform and the three products it supports
    Three Cisco products supported by the Unified CCX engine platform
    Unified CCX hardware and software components to include all server types, standby deployments, and scalability 
    New and improved functions of the three Unified CCX products to include Unified CCX v11.0
    2. Designing and Ordering

    Properly size the Unified CCX products by using calculators provided by Cisco 
    Properly order Unified CCX products using the Unified CCX configuration and ordering tool 
    Network considerations surrounding a Unified CCX deployment 
    Using the Solution Reference Network Design for Cisco Unified CCX and Cisco Unified IP IVR and other documents to support a Unified CCX design and deployment
    3. Installation and Configuration

    Installing Unified CCX software on all servers in a cluster 
    Activating and configuring all components in a CCX cluster 
    Configuring and testing a simple CCX Script Application 
    Troubleshooting installations using log files
    4. Unified CCX Editor

    Navigate the Unified CCX Editor functionality 
    Creating, deleting, and editing variables 
    Saving and uploading valid scripts to the repository 
    Performing the debug process to test a script 
    Troubleshooting an application and script using trace files
    5. Basic Unified CCX Editor Steps

    Creating a simple script workflow to answer a call 
    Adding comments to identify and explain the script and subsequent groups of steps 
    Playing voice prompts to share information or instructions with callers 
    Terminating and ending a call 
    Validate, save as, upload, refresh, and debug a script
    6. Caller and System Inputs

    Collecting information from a caller by presenting a list of choices using the menu step
    Collecting digits from a caller by using the Get Digit String step 
    Getting information from the system to alter the logic of the call flow 
    Validate, save as, upload, refresh, and debug the script
    7. Database Access

    Connecting to a database 
    Reading and getting information from the database by creating a SQL query within a script step 
    Referencing database locations 
    Writing information to a SQL database 
    Closing the database connection and terminating database resources
    8. Logical Operations

    Applying Boolean logic in scripts 
    Creating and modifying counters 
    Creating and managing timing loops 
    Redirecting script logic based on the evaluation of “If” statements 
    Using call subflows as reusable scripts 
    Creating specialized prompts
    9. Caller Transfers

    Creating day-of-week and time-of-day ranges for different handling 
    Transferring calls to various extensions as a function of day and time 
    Getting information associated with a call
    Designating calls as completed for reporting 
    Determining if the caller has hung up 
    Determining if today is a holiday
    10. Configuring Unified CCX

    Cisco Unified CCX product, features, and capabilities 
    Configuring Unified CCX on the CUCM and CCX server
    11. Finesse Product Suite

    Configuring Finesse Agent Desktop and Finesse Supervisor Desktop 
    Testing the Finesse Agent Desktop and Finesse Supervisor Desktop configurations 
    Examining the IP Phone Agent
    12. Unified CCX Script Techniques

    Defining and using Unified CCX Editor Unified CCX steps 
    Testing a sample application using the Unified CCX steps in the Unified CCX Editor
    13. Finesse Administrator

    Configuring the Unified CCX enterprise data using the Finesse Desktop Administrator 
    Configuring work flows, personnel, and teams 
    Creating screen pops and macros 
    Creating wrap-up codes
    14. Outbound Dialer and Agent Chat

    Examine Outbound Dialer
    15. Session Management

    Examine Session Management to retrieve information from a previous call
    16. Media Resource Control Protocol (MRCP) Speech Technologies

    Examine Nuance ASR and TTS servers
    17. Reporting

    Accessing and analyzing real-time reports 
    Configure Cisco Unified Intelligence Center (CUIC) historical reporting 
    Accessing and analyzing historical reports
    18. Servicing and Troubleshooting

    Traces and logs
    View More 

    Lab Outline

    Lab 1: Remote Labs Access
    Lab 2: Disaster Recovery Lab
    Lab 3: IP Phone Registration
    Lab 4: 9951 Registration
    Lab 5: Exclusive – Unified FX Phone Control
    Lab 6: Cisco Jabber
    Lab 7: UCCX Initialization and Configuration
    Lab 8: UCCX Disaster Recovery
    Lab 9: UCCX Telephony and Media Fundamentals
    Lab 10: UCCX Script Editor Fundamentals
    Lab 11: UCCX Scripting Foundations Lab
    Lab 12: UCCX Scripting Prompting and Input Collection
    Lab 13: UCCX Scripting Database Access
    Lab 14: UCCX Scripting Logical Operations
    Lab 15: UCCX Scripting Time of Day 
    Lab 16: UCCX Prompt Management
    Lab 17: UCCX Agent and Supervisor and Queue Provisioning
    Lab 18: UCCX Finesse Agent and Supervisor Desktops
    Lab 19: UCCX Advanced Queue Design and Scripting
    Lab 20: UCCX Finesse Desktop Administrator 
    Lab 21: UCCX Advanced Scripting and Screen Pops
    Lab 22: Cisco Unified Intelligence Center (CUIC) Reporting
    Lab 23: UCCX Serviceability

    Pre-Requisites

    • Working knowledge of fundamental terms and concepts of computer networking, including LANs, WANs, and IP switching and routing 
    • Basic knowledge of CUCM
    • Basic knowledge of contact center operations 
    • Familiarity with Microsoft desktop applications and SQL database operations

    Why you choose us

    A Global Name In Cisco and AWS Training
    • Published 10 Computer Based Training Materials

      We are the only Canadian company that has in-house published Video books on Cisco Training that are sold from $799 to $1599

    • Free Retake of Any course Up to 2 years
    • 24/7 Access to Facility & Lab
    • Mentor Ship Program
    • Get Experience Certificate
    • We Train US Army, Navy and Air Force
    US Air Force
    US Air Force

    Contact Us

    •  705 Progress Ave. Suite 110, Scarborough, Ontario, M1H 2X1, Canada
    • +1-647-846-8157
    • Contact Us
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