This instructor led, online training course is designed to support Cisco Contact Center engineers or administrators with a focus on basic adds, moves, and changes. Students will learn the basics of how an Express Cisco Contact Center operates within a production environment. Students will learn some of the more common features and applications available including how to setup phones, agents, applications and more! Students will also learn the fundamentals of UCCX’s scripts.
Overview
Skills Learned
After completing this online training course, students will be able to:
The basics of UCCX
Resource management
Basics of call scripting
Monitoring and recording
Dial strings
This course is intended for network administrators and individuals seeking knowledge about administering a Cisco Contact Center Express environment.
None, but we recommend that students have:
- Basic familiarity with automatic call distribution (ACD) systems and interactive voice response (IVR) systems.
- Basic knowledge of Cisco networking
01.
Introduction and preparation
Installation and initiazation
Terminology
Call distrubition
- Complete telephony
Resource management
- Creation
- CSQs based on skills
- Resource and CSQ options
Desktop suite
- Agent desktop
- Supervisor desktop
- Desktop administrator
- Finesse
IP phone agent
- Enabling
- Linking phone
Introduction to scripts
- CCX editor
- Examining icd.aef
- Scripting steps
Enterprise data
- Data format
Customization and automation
- Dial strings
- Phone book
- Reason codes
- CAD agent
Silent monitoring and recording
- Monitoring calls
- Client based monitoring
- Server based monitoring
- Recording
- Remote monitoring
- Agent and setup
Web chat
- SocialMiner
- Agent
- Chat widget
Outbound dialing
- Campaigns
- SIP gateway
- Optimizing outbound calls
- Agent based campaigns
HTML trigger
- Implementation
Database subsystem
- JDBC driver
- Database configuration
Reporting
- Real-time reporting
- Wallboard
- Historical reporting
Troubleshooting
- Config files
- Trace tools
- Network services
- Show commands
SKILLS LEARNED
Skills Learned
After completing this online training course, students will be able to:
The basics of UCCX
Resource management
Basics of call scripting
Monitoring and recording
Dial strings
WHO SHOULD ATTEND
This course is intended for network administrators and individuals seeking knowledge about administering a Cisco Contact Center Express environment.
PREREQUISITES
None, but we recommend that students have:
- Basic familiarity with automatic call distribution (ACD) systems and interactive voice response (IVR) systems.
- Basic knowledge of Cisco networking
COURSE OUTLINE
01.
Introduction and preparation
Installation and initiazation
Terminology
Call distrubition
- Complete telephony
Resource management
- Creation
- CSQs based on skills
- Resource and CSQ options
Desktop suite
- Agent desktop
- Supervisor desktop
- Desktop administrator
- Finesse
IP phone agent
- Enabling
- Linking phone
Introduction to scripts
- CCX editor
- Examining icd.aef
- Scripting steps
Enterprise data
- Data format
Customization and automation
- Dial strings
- Phone book
- Reason codes
- CAD agent
Silent monitoring and recording
- Monitoring calls
- Client based monitoring
- Server based monitoring
- Recording
- Remote monitoring
- Agent and setup
Web chat
- SocialMiner
- Agent
- Chat widget
Outbound dialing
- Campaigns
- SIP gateway
- Optimizing outbound calls
- Agent based campaigns
HTML trigger
- Implementation
Database subsystem
- JDBC driver
- Database configuration
Reporting
- Real-time reporting
- Wallboard
- Historical reporting
Troubleshooting
- Config files
- Trace tools
- Network services
- Show commands
