This Course Includes neXT LIVE 365
LEARN FOR 365 DAYS!
Sunset Learning Institute believes in a 365-day learning experience that begins immediately, regardless of when you attend your ILT course. At SLI, you get a range of learning opportunities, from instructor-led hands-on training, to self-directed, customizable learning paths based on your environment, your needs, and your level of experience. We provide the tools and options, and you decide what you need, when you need it, and how you want to learn it!
- Immediate access to supplemental learning assets that are INCLUDED with your purchase of the above instructor-led training course: 365 Days of Access to SLI’s Entire Contact Center Video Reference Library (VRL), not just the 5-day class you sign up for (hundreds of searchable, on-demand learning bytes in 5-15-minute videos)
- 365 Days of Unlimited Access to Delta Sessions - What’s Not Covered in Class! (Version Upgrades, Industry Updates, Etc.)
- 365 Days of Unlimited 24x7 Access to SLI's Community - Collaborate with SLI Instructors and Other Members (Monitored Daily by SLI Instructors) See Community Demo
- 365 Days of Unlimited Access to Interactive neXTpertise Sessions and other IT Resources with SLI Instructors (featured hot topics, exam prep, etc.) See Upcoming neXTpertise Sessions
- Unlimited Access to Hosted Webinars and All Previously Recorded Sessions
- Unlimited Access to your Digital Courseware
- Benefits:Training that fits your needs (from high intensity to small learning bytes)
- Build immediate competency - start at time of purchase!
- Gain know-how and skills gaps with limited work disruptions
- Get quick answers to daily challenges - live interaction!
This course, Deploying Cisco Unified Contact Center Express (UCCXD) 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.
- Cisco Unified Communications system channel partners and resellers
- System engineers
- Customers deploying and maintaining Cisco Unified Contact Center Express products.
- Internetworking Fundamentals
- Basic IP telephony concepts
- Cisco Unified Communications Manager
- Cisco IP phones, Cisco IP Communicator
- Contact Center operations
- 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.
Module 1: Cisco Unified CCX Product Overview
- Lesson 1: Cisco Unified CCX Product Packages
- Lesson 2: Cisco Unified CCX Architecture
- Lesson 3: Designing Cisco Unified CCX
Module 2: Cisco Unified CCX Installation and Configuration
- Lesson 1: Installing Cisco Unified CCX
- â€‹Lesson 2: Managing Cisco Unified CCX
- Lesson 3: Configuring Basic Properties of Cisco Unified CCX
Module 3: Cisco Unified CCX Scripting
- Lesson 1: Understanding Script Editor Basics
- Lesson 2: Creating a Basic IVR Script
- Lesson 3: Prompting and Collecting Information
- Lesson 4: Accessing an External Database
- Lesson 5: Making Decisions
- Lesson 6: Confirming Caller Input
Module 4: Cisco Unified CCX ACD Operations
- Lesson 1: Implementing Cisco Unified CCX
- Lesson 2: Scripting Fundamentals for Cisco Unified CCX
- Lesson 3: Using Desktop Administration
- Lesson 4: Advanced Cisco Unified Contact Center Express Scripting Topics
- Lesson 5: Using Cisco Unified CCX Reports
Module 5: Cisco Unified Contact Center Express Premium Functions
- Lesson 1: Configuring the Outbound Dialer
- Lesson 2: Configuring Agent Email and Agent Web Chat
- Lesson 3: Understanding ASR and TTS
Module 6: Cisco Unified CCX Maintenance
- Lesson 1: Using Cisco Unified RTMT
- Lesson 2: Using the Disaster Recovery System