This UCCXD training course 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 (CCX) and Cisco Unified IP Interactive Voice Response (IVR) as contact center solutions. Tasks include planning, installation, and configuration, scripting, and troubleshooting.
Redeem your Cisco Learning Credits (CLCs) for this Cisco Unified CCX (UCCXD) training course.
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The Course Introduction provides learners with the course objectives and prerequisite learner skills and knowledge. The Course Introduction presents the course flow diagram and the icons that are used in the course illustrations and figures. This course component also describes the curriculum for this course, providing learners with the information that they need to make decisions regarding their specific learning path. Upon completing this course, the learner will be able to meet these objectives:
The lesson includes these topics:
The lesson includes these activities:
Lesson 1: Cisco Unified CCX Product Packages
Lesson 2: Cisco Unified CCX Architecture
Lesson 3: Designing Cisco Unified CCX
Lesson 1: Installing Cisco Unified CCX
Lesson 2: Managing Cisco Unified CCX
Lesson 3: Configuring Basic Properties of Cisco Unified CCX
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
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
Lesson 1: Configuring the Outbound Dialer
Lesson 2: Configuring Agent Email and Agent Web Chat
Lesson 3: Understanding ASR and TTS
Lesson 1: Using Cisco Unified RTMT
Lesson 2: Using the Disaster Recovery System
Cisco Compatible EXtensions.
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