Unified Contact Center Express and Unified IP IVR Deployment (UCCXD)
Contenu
Module 1: Cisco Unified CCX Product Overview
Module 2: Cisco Unified CCX Installation and Configuration
Module 3: Cisco Unified CCX Scripting
Module 4: Cisco Unified CCX ACD Operations
Module 5: Cisco Unified CCX Premium Functions
Module 6: Cisco Unified CCX Maintenance
A qui s'adresse cette formation
Channel Partner/Reseller
Customer
Employee
Pré-requis
It is recommended, but not required, that students have basic knowledge of:
Internetworking Fundamentals
Basic IP Telephony Concepts
Cisco Unified Communications Manager
Cisco IP Phones
Cisco IP Communicator
Contact Center Operations
Objectifs
This course is designed for systems engineers who will be responsible for deploying the Cisco Unified Contact Center Express (Unified CCX) and Cisco Unified IP Interactive Voice Response (Unified IP IVR) products. Upon completion of the course, you will be able to:
Provide a comprehensive overview of the Cisco Unified Contact Center Express product suite•
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
