Deploying Cisco Unified Contact Center Express (UCCXD v6.0) Training

Level: Intermediate

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.

Key Features of this UCCXD Training

  • Cisco Authorized course content
  • Authorized Cisco CCSI Instructor
  • Eligible for Cisco Learning Credit (CLC) redemption
  • Attend in-class, online or bring the course to your facility
  • Expansive course catalog to go deep into Cisco or broaden you skills beyond

You Will Learn How To

  • 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

Choose the Training Solution That Best Fits Your Individual Needs or Organizational Goals

LIVE, INSTRUCTOR-LED

In Class & Live, Online Training

  • 5-day instructor-led training course
  • Authorized Cisco Training Provider
  • Providing over 20 years of Cisco Training
  • Pay later by invoice -OR- at the time of checkout by credit card
  • Attend Virtually from your Home or Office
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Standard $3795

Government $3416

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  • Expert team coaching
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In Class & Live, Online Training

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Note: This course runs for 5 Days

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When you see the "Guaranteed to Run" icon next to a course event, you can rest assured that your course event — date, time, location — will run. Guaranteed.

Important UCCXD Course Information

  • Requirements

    • The knowledge and skills that a learner must have before attending this course are as follows:
      • Internetworking Fundamentals
      • Basic IP telephony concepts
      • Cisco Unified Communications Manager
      • Cisco IP phones, Cisco IP Communicator
      • Contact Center operations

UCCXD Course Outline

  • Module 0: Course Introduction

    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:

    • 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, 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.

    The lesson includes these topics:

    • Overview
    • Course Goal and Objectives
    • Course Flow
    • Additional References
    • Your Training Curriculum
    • General Administration
    • Please Introduce Yourself

    The lesson includes these activities:

    • None
  • 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

    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

Team Training

Important UCCXD Course Information

  • Requirements

    • The knowledge and skills that a learner must have before attending this course are as follows:
      • Internetworking Fundamentals
      • Basic IP telephony concepts
      • Cisco Unified Communications Manager
      • Cisco IP phones, Cisco IP Communicator
      • Contact Center operations

UCCXD Course Outline

  • Module 0: Course Introduction

    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:

    • 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, 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.

    The lesson includes these topics:

    • Overview
    • Course Goal and Objectives
    • Course Flow
    • Additional References
    • Your Training Curriculum
    • General Administration
    • Please Introduce Yourself

    The lesson includes these activities:

    • None
  • 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

    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

UCCXD Training FAQs

  • What is Cisco CCX?

    Cisco Compatible EXtensions.

  • How do I redeem my Cisco Learning Credits (CLCs) for this Unified CCX course?

    During your checkout of the course, make sure to select Credits & Vouchers within the payment method. Highlight and click CLC and enter the sales order number that you were issued by Cisco.

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