UCCXD: Deploying Cisco Unified Contact Center Express

UCCXD (Deploying Cisco Unified Contact Center Express) v6 is a five-day course that 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, configuration, scripting and troubleshooting.

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What's Included

  • Comprehensive study materials, including official Cisco courseware

Prerequisites

  • Internetworking Fundamentals
  • Basic IP telephony concepts
  • Cisco Unified Communications Manager

Course Objectives

After completing this course, you will be able to:

  • Learners will be able to provide a comprehensive overview of the Cisco Unified Contact Center Express product suite. This overview will cover descriptions of the product, compatibility, hardware options, software options, architecture and sizing and ordering tools.
  • Learners will be able to 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.
  • Learners will be able to describe the Cisco Unified CCX script editor, how it is installed and how to implement common IVR scripting techniques.
  • Learners will be able to 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.
  • Learners will be able to 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, Automatic Speech Recognition (ASR) and Text-to-Speech (TTS).
  • Learners will be able to understand how to maintain and monitor a Cisco Unified CCX system.

Course Outline

Module 0: Course Introduction

  • Course Goal and Objectives
  • Course Flow
  • Additional References
  • Your Training Curriculum
  • General Administration
  • Please Introduce Yourself

Module 1: Cisco Unified CCX Product Overview

  • Lesson 1: Cisco Unified CCX Product Packages
    • Cisco Unified CCX Product Family
    • Feature Changes In Version 11
    • Cisco Unified CCX Primary Functions
    • Cisco Unified CCX Product Package Options
    • Cisco Unified CCX Compatibility
    • Cisco Unified CCX Operating Systems
    • Cisco Unified CCX Hardware Platforms
    • Cisco Unified CCX Capacities
  • Lesson 2: Cisco Unified CCX Architecture
    • The Cisco Unified CCX Environment
    • Cisco Unified CCX Cluster Components
    • Cisco Unified CCX Datastores
    • Cisco Unified CCX Deployment Models
  • Lesson 3: Designing Cisco Unified CCX
    • Design Considerations and Terminology
    • Call Center Sizing Calculations
    • Unified Communications Sizing Tool
    • Network Considerations from the Cisco Unified CCX Design Guide

Module 2: Cisco Unified CCX Installation and Configuration

  • Lesson 1: Installing Cisco Unified CCX
    • Preliminary Considerations
    • Single Server or First Node Installation
    • Single Server or First Node Server Setup
    • Second Node Installation and Setup
    • Installing Cisco Unified CCX in a VM
    • Migrating to a VM
    • Installation Log Files
    • Upgrading Cisco Unified CCX
  • Lesson 2: Managing Cisco Unified CCX
    • Cisco Unified Communications Manager Administration
    • Cisco Unified CCX Administration
    • Cisco Unified CCX Subsystems
    • Administration Tools
    • Supervisor and User Web Pages
    • Cisco Finesse Administration
    • Serviceability and Maintenance Summaries
  • Lesson 3: Configuring Basic Properties of Cisco Unified CCX
    • Call Flow Terms Defined
    • The Cisco Unified CCX Call Flow
    • Basic Cisco Unified CCX Configuration
    • Configuration Wizards

Module 3: Cisco Unified CCX Scripting

  • Lesson 1: Understanding Script Editor Basics
    • Understanding Script Editor Basics
    • Knowing the Script Editor
    • Script Management
    • Debugging a Script
  • Lesson 2: Creating a Basic IVR Script
    • Starting a NewScript
    • Starting and Ending a Script and a Call
    • Additional Steps for Playing a Message
  • Lesson 3: Prompting and Collecting Information
    • Common Prompt and Collect steps
    • Additional Prompting Steps
    • Assigning Variable Information
    • Getting and Setting Contact Information
    • Transferring a call
  • Lesson 4: Accessing an External Database
    • Database Access Overview
    • Setting up the Database Subsystem
    • Using Database Steps
  • Lesson 5: Making Decisions
    • Steps used to create a loop
    • Steps Used for Counting
    • Decision Steps
  • Lesson 6: Confirming Caller Input
    • Creating Generated Prompts
    • Confirmation Steps
    • Conditional Prompt Steps

Module 4: Cisco Unified CCX ACD Operations

  • Lesson 1: Implementing Cisco Unified CCX
    • ACD Components Defined
    • Cisco Finesse IP Phone Agent
    • Cisco Finesse Agent Desktop
    • Cisco Finesse Supervisor Desktop
    • The Call Flow Revisited
    • Configuring Cisco Unified CCX ACD Properties
  • Lesson 2: Scripting Fundamentals for Cisco Unified CCX
    • Basic Cisco Unified CCX Script Design
  • Lesson 3: Using Desktop Administration
    • Sign In to Cisco Finesse Administration
    • Settings
    • Manage Call Variables Layout
    • Manage Desktop Layout
    • Phone Books
    • Reason Codes
    • Workflows
    • Team Resources
    • Call Recording Using Cisco MediaSense
  • Lesson 4: Advanced Cisco Unified Contact Center Express Scripting Topics
    • Context Service
    • Day of Week, Time of Day, and Holiday Routing
    • Using Subflows, Real-time Data and Exception Handling
    • Manipulating Data
    • Using Email and HTTP Applications
  • Lesson 5: Using Cisco Unified CCX Reports
    • Cisco Unified CCX Reporting Options
    • Real-time Reporting
    • Cisco Unified IC

Module 5: Cisco Unified Contact Center Express Premium Functions

  • Lesson 1: Configuring the Outbound Dialer
    • Outbound Dialer Overview
    • Common Outbound Configurations
    • Outbound IVR Dialing
    • Agent Based Progressive and Predictive Outbound Dialing
    • Outbound Direct Preview Dialing
    • Outbound Dialer Reports
    • Troubleshooting Information
  • Lesson 2: Configuring Agent Email and Agent Web Chat
    • Email and Web Chat Overview
    • Common Configurations
    • Agent Email Configuration
    • Agent Web Chat Configurations
  • Lesson 3: Understanding ASR and TTS
    • MRCP ASR and TTS Overview
    • Provisioning ASR and TTS Servers
    • Grammars
    • Script Editor Steps
    • Spoken Names
    • Text-to-Speech

Module 6: Cisco Unified CCX Maintenance

  • Lesson 1: Using Cisco Unified RTMT
    • Cisco Unified RTMT Concepts
    • Installing Cisco Unified RTMT
    • Performance Monitoring
    • Tools
  • Lesson 2: Using the Disaster Recovery System
    • DRS Overview
    • Performing Backups
    • Restoring a Backup

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: Prompting and Collecting 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