UCCXD: Deploying Cisco Unified Contact Center Express v6

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