Cisco Unified Contact Center Express (UCCX)
Beginner
5h
By: Joe Limardo
Overview
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.
Modules
1. UCCX Introduction, Installation, and Subsystems
1.1 Introduction and Preparation for UCCX15 min
1.2 UCCX Installation and Initialization20 min
1.3 UCCX Important Subsystems and Vocabulary10 min
2. Call Distribution and Resource Group Management in UCCX
2.1 Call Distribution in UCCX23 min
2.2 Resource Group Management in UCCX42 min
3. UCCX Desktop Suite and IP Phone Agent
3.1 UCCX Desktop Suite23 min
3.2 UCCX IP Phone Agent11 min
4. Introducing Scripts and Enterprise Resource Management in UCCX
4.1 Introduction to Scripts in UCCX12 min
4.2 Enterprise Resource Management in UCCX7 min
5. Customization, Automation, Silent Monitoring and Recording in UCCX
5.1 Customization and Automation in UCCX17 min
5.2 Silent Monitoring and Recording in UCCX12 min
6. Email, Web Chat, and Outbound Dialing in UCCX
6.1 Email in UCCX5 min
6.2 UCCX Web Chat Introduction11 min
6.3 Outbound Dialing in UCCX33 min
7. HTTP Triggers, Database Subsystems and Reporting, and Troubleshooting in UCCX
7.1 HTTP Trigger in UCCX5 min
7.2 Database Subsystem in UCCX12 min
7.3 Reporting in UCCX20 min
7.4 UCCX Troubleshooting18 min
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