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UCCX - Deploying Cisco Unified Contact Center Express v5.x

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Duration: 5 Days

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Course Information

Course Description

​In this course, you will learn tasks typically performed during a contact center deployment using various Cisco contact center solutions. This course provides you with hands-on experience and knowledge of tasks typically performed during contact center deployment. This includes the deployment of Cisco Unified Contact Center Express and Cisco Unified IP Interactive Voice Response (IVR) (Cisco Unified CCX and Cisco Unified IP IVR) as contact center solutions. Tasks include planning, installation, and configuration, scripting, and troubleshooting.

Course Objectives

​Please use this as the revised outline for the upcoming class, as it incorporates the ICCR topics into the standard DOCSIS outline:

  • 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 and IP IVR 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.

Course Audience

​The primary audience for this course is as follows:

  • Cisco Unified Communications system channel partners and resellers System engineers
  • Customers deploying and maintaining Cisco Unified Contact Center Express and IP IVR products

Course Outline

​1: Cisco Unified CCX Product Overview


Cisco Unified CCX Product Packages

Cisco Unified CCX Product Family

Cisco Unified CCX Primary Functions

Cisco Unified CCX Product Package Options

Cisco Unified CCX Compatibility

Cisco Unified CCX Operating Systems

Cisco Unified CCX Hardware Platforms

Cisco Unified CCX Capacities

Cisco Unified CCX Architecture

The Cisco Unified CCX Environment

Cisco Unified CCX Cluster Components

Cisco Unified CCX Datastores

Cisco Unified CCX Deployment Models

Designing Cisco Unified CCX

Design Considerations and Terminology

Call Center Sizing Calculations

Unified Communications Sizing Tool

Network Considerations from the SRND

2: Cisco Unified CCX Installation and Configuration


Installing Cisco Unified CCX

Preliminary Considerations

Single Server or First Node Installation

Single Server or First Node Server Setup

Second Node Installation and Setup

Installing Cisco Unified CCX in a VM

Migrating to a VM

Installation Log Files

Upgrading Cisco Unified CCX

Managing Cisco Unified CCX

Cisco Unified Communications Manager Administration

Cisco Unified CCX Administration

Cisco Unified CCX Subsystems

Administration Tools

Supervisor and User Web Pages

Cisco Desktop Work Flow Administrator

Cisco Desktop Administrator

Serviceability and Maintenance Summaries

Configuring Basic Properties of Cisco Unified CCX

Call Flow Terms Defined

The Cisco Unified CCX Call Flow

Basic Cisco Unified CCX Configuration

Configuration Wizards

3: Cisco Unified CCX Scripting


Installing the Cisco Unified CCX Script Editor

Installing the Cisco Unified CCX Script Editor

Knowing the Script Editor

Script Management

Debugging a Script

Creating a Basic IVR Script

Starting a New Script

Starting and Ending a Script and a Call

Additional Steps for Playing a Message

Prompting and Collecting Information

Common Prompt and Collect steps

Additional Prompting Steps

Assigning Variable Information

Getting and Setting Contact Information

Transferring a call

Accessing an External Database

Database Access Overview

Setting up the Database Subsystem

Using Database Steps

Making Decisions

Steps used to create a loop

Steps Used for Counting

Decision Steps

Confirming Caller Input

Creating Generated Prompts

Confirmation Steps

Conditional Prompt Steps

4: Cisco Unified CCX ACD Operations


Implementing Cisco Unified CCX

ACD Components Defined

Cisco Unified CCX Desktop Client Configuration Tool

Cisco IP Phone Agent

Cisco Agent Desktop

Cisco Supervisor Desktop

The Call Flow Revisited

Configuring Cisco Unified CCX ACD Properties

Scripting Fundamentals for Cisco Unified CCX

Basic Cisco Unified CCX Script Design

Cisco Unified CCX Script Steps

Using Desktop Administration

Cisco Desktop Administration Overview and Installation

Cisco Agent Desktop Configuration Setup

Work Flow Configuration

Work Flow Groups Configuration

Cisco Desktop Administrator

Advanced Cisco Unified Contact Center Express Scripting Topics

Day of Week, Time of Day, and Holiday Routing

Using Subflows, Real-time Data, and Exception Handling

Manipulating Data

Using Email and HTTP Applications

Using Cisco Unified CCX Reports

Cisco Unified CCX Reporting Options

Real-time Reporting

Cisco Unified IC

Historical Reporting Client

5: Cisco Unified Contact Center Express Premium Functions


Using Remote Monitoring

Remote Monitoring Overview

Remote Monitoring Configuration

CSQ Device IDs

Configuring the Outbound Dialer Outbound Dialer Overview

Common Outbound Configurations

Outbound IVR Dialing

Outbound Direct Preview Dialing

Outbound Direct Preview Dialer Configuration

Outbound Dialer Reports

Troubleshooting Information

Configuring Agent Email and Agent Web Chat

Agent Email

Agent Email Configuration

Defining Agent Web Chat

Agent Web Chat Configurations

Understanding ASR and TTS

MRCP ASR and TTS Overview

Provisioning ASR and TTS Servers

Grammars

Script Editor Steps

Spoken Names

Text-to-Speech

6: Cisco Unified CCX Maintenance


Using Cisco Unified RTMT

Cisco Unified RTMT Concepts

Installing Cisco Unified RTMT

Performance Monitoring

Tools

Using the Disaster Recovery System

DRS Overview

Performing Backups

Restoring a Backup


Course Prerequisites

​To fully benefit from this course, it is recommended that you have the following prerequisite skills and knowledge:

  • Internetworking Fundamentals
  • Basic IP telephony concepts
  • Basic Administration of Cisco Unified Communications Manager
  • Experience with Cisco IP phones, Cisco IP Communicator
  • A working knowledge of Contact Center operations


Course Schedule
This course is not scheduled yet.