UCCXD: Deploying Cisco Unified Contact Center Express v6 Virtual Classroom Live December 16, 2024

Course Overview

Cisco Unified CCX Product Overview

1. Cisco Unified CCX Product Overview
   1. Cisco Unified CCX Product Packages
      • Cisco Unified CCX Product Family
      • Feature Changes In Version 11
      • 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
   2. Cisco Unified CCX Architecture Upon completing this lesson, you will be able to understand how Cisco Unified CCX exists in a variety of environments to produce different caller experiences. This ability includes being able to meet these objectives:
      • The Cisco Unified CCX Environment
      • Cisco Unified CCX Cluster Components
      • Cisco Unified CCX Datastores
      • Cisco Unified CCX Deployment Models
   3. Designing Cisco Unified CCX
      • Design Considerations and Terminology
      • Call Center Sizing Calculations
      • Unified Communications Sizing Tool
      • Network Considerations from the Cisco Unified CCX Design Guide

Cisco Unified CCX Installation and Configuration

1. 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
2. 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 Finesse Administration
   • Serviceability and Maintenance Summaries
   • Lab: Review Cisco Unified CCX Installation
3. Configuring Basic Properties of Cisco Unified CCX
   • Call Flow Terms Defined
   • The Cisco Unified CCX Call Flow
   • Basic Cisco Unified CCX Configuration
   • Configuration Wizards
   • Lab: Provisioning Telephony and Media

Cisco Unified CCX Scripting

1. Understanding Script Editor Basics
   • Understanding Script Editor Basics
   • Knowing the Script Editor
   • Script Management
   • Debugging a Script
   • Lab: Understanding Script Editor Basics
2. Creating a Basic IVR Script
   • Starting a New Script
   • Starting and Ending a Script and a Call
   • Additional Steps for Playing a Message
   • Lab: Start Your New Locator Script
3. Prompting and Collecting Information
   • Common Prompt and Collect steps
   • Additional Prompting Steps
   • Assigning Variable Information
   • Getting and Setting Contact Information
   • Transferring a call
   • Lab: Prompting and Collecting Information from a Caller
4. Accessing an External Database
   • Database Access Overview
   • Setting up the Database Subsystem
   • Using Database Steps
   • Lab: Accessing a Database
5. Making Decisions
   • Steps used to create a loop
   • Steps Used for Counting
   • Decision Steps
   • Lab: Loops, Counters, and Decision Making
6. Confirming Caller Input
   • Creating Generated Prompts
   • Confirmation Steps
   • Conditional Prompt Steps
   • Lab: Confirming Caller Input

Cisco Unified CCX ACD Operations

1. Implementing Cisco Unified CCX
   • ACD Components Defined
   • Cisco Finesse IP Phone Agent
   • Cisco Finesse Agent Desktop
   • Cisco Finesse Supervisor Desktop
   • The Call Flow Revisited
   • Configuring Cisco Unified CCX ACD Properties
   • Lab: Configuring Cisco Unified CCX
2. Scripting Fundamentals for Cisco Unified CCX
   • Basic Cisco Unified CCX Script Design
   • Cisco Unified CCX Script Steps The lesson includes these lab activities:
   • Lab: Cisco Unified CCX Scripting
3. Using Desktop Administration
   • Sign In to Cisco Finesse Administration
   • Settings
   • Manage Call Variables Layout
   • Manage Desktop Layout
   • Phone Books
   • Reason Codes
   • Workflows
   • Team Resources
   • Call Recording Using Cisco MediaSense
   • Lab: Using Finesse Administration and Call Recording
4. Advanced Cisco Unified Contact Center Express Scripting Topics
   • Context Service
   • Day of Week, Time of Day, and Holiday Routing
   • Using Subflows, Real-time Data, and Exception Handling
   • Manipulating Data
   • Using Email and HTTP Applications
   • Lab: Advanced Cisco Unified CCX Scripting Techniques
5. Using Cisco Unified CCX Reports
   • Cisco Unified CCX Reporting Options
   • Real-time Reporting
   • Cisco Unified IC
   • Lab: Cisco Unified Contact Center Express Reporting

Cisco Unified Contact Center Express Premium Functions

1. Configuring the Outbound Dialer
   • Outbound Dialer Overview
   • Common Outbound Configurations
   • Outbound IVR Dialing
   • Agent Based Progressive and Predictive Outbound Dialing
   • Outbound Direct Preview Dialing
   • Outbound Dialer Reports
   • Troubleshooting Information
   • Lab: Outbound Preview Dialing
2. Configuring Agent Email and Agent Web Chat
   • Email and Web Chat Overview
   • Common Configurations
   • Agent Email Configuration
   • Agent Web Chat Configurations
   • Lab: Agent Email and Web Chat
3. Understanding ASR and TTS
   • MRCP ASR and TTS Overview
   • Provisioning ASR and TTS Servers
   • Grammars
   • Script Editor Steps
   • Spoken Names
   • Text-to-Speech
   • Lab: Spoken Names and Automatic Speech Recognition

Cisco Unified CCX Maintenance

1. Using Cisco Unified RTMT
   • Cisco Unified RTMT Concepts
   • Installing Cisco Unified RTMT
   • Performance Monitoring
   • Tools
   • Lab: Using the Cisco Unified Real-time Monitoring Tool
2. Using the Disaster Recovery System
   • DRS Overview
   • Performing Backups
   • Restoring a Backup

Prerequisites

The knowledge and skills that the learner should 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