Cisco Unified Contact Center Express (UCCX)

 

Real Class Example

Cisco Unified Contact Center Express (UCCX)

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.

Instructor:

Joe Limardo,
CCNA, CCNP

Course Information

Skills Learned

By the end of the course, students will know:

  • The basics of UCCX
  • Resource management
  • Basics of call scripting
  • Monitoring and recording
  • Dial strings

Who Should Attend This Course

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

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

Email

  • 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

CLASS START DATES



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