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The UCCXD 2.0 course is an update of UCCXD 1.1. The updated class now includes Unified Contact Center Express Release 5.0. UCCXD provides the student with hands-on experience and knowledge of tasks typically performed during Contact Center deployment. This includes the deployment of Unified Contact Center Express Unified CCX and Unified IP IVR as contact center solutions. Tasks include planning, installation, configuration tasks, troubleshooting and creating Cisco scripts, the deployment of both IP IVR and IPCC Express as a contact center solution. Tasks include planning, installation, and configuration, scripting, troubleshooting and application creation.
The updated version of the Unified Contact Center Express course now covers the following topics:
- Unified Contact Center Express (CCX) 5.0 using Unified Communications Manager 6.0 and CME 4.2
- Unified Contact Center Express 4.x using Unified Communications Manager 4.x
- Outbound Preview Dialing
- Wrap-up Codes
- Windows 2003 Operating System
- High Availability Deployments (HA)
- Installation and Configuration Wizards
- New Log Collection Tools
This course addresses two products that run on the Cisco Customer Response Solutions (CRS) Engine. The two products are Unified IP IVR (versions 4.x and 5.0) and Unified Contact Center Express (version 4.x and 5.0).
Unified IP IVR provides the capability to prompt and collect information from the caller to properly select the most suitable agent to service the call. By itself, IP IVR may provide a robust self-service product for those applications not requiring agent participation.
Unified IPCC Express provides the ability to prompt and collect information from the caller and direct the call to an ACD-type agent. Features include queuing, reporting, CTI integration, agency and supervisor desktops as well as many other ACD functions.
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