CISCO UCCX – Radical Technologies Bangalore HSR Layout
Open Quick Enquiry
Please Contact Us
rad

CISCO UCCX

1421227274_cisco-command

CISCO UCCX (Cisco Unified Contact Center Express)

Total Duration: 40 hours

Module 1: Cisco Unified CCX Product Overview

  • Cisco Unified CCX Product Packages
  • Cisco Unified CCX Architecture
  • Designing Cisco Unified CCX

Module 2: Cisco Unified CCX Installation and Configuration

  • Installing Cisco Unified CCX
  • Managing Cisco Unified CCX
  • Configuring Basic Properties of Cisco Unified CCX

Labs:

  • Review Cisco Unified CCX Installation
  • Provisioning Telephony and Media

Module 3: Cisco Unified CCX Scripting

  • Installing the Cisco Unified CCX Script Editor
  • Creating a Basic IVR Script
  • Prompting and Collecting Information
  • Accessing an External Database
  • Making Decisions
  • Confirming Caller Input

Labs:

  • Installing the Cisco Unified CCX Editor
  • Start Your New Locator Script
  • Prompting and Collecting Information from a Caller
  • Accessing a Database
  • Loops, Counters, and Decision Making
  • Confirming Caller Input

Module 4: Cisco Unified CCX ACD Operations

  • Implementing Cisco Unified CCX
  • Scripting Fundamentals for Cisco Unified CCX
  • Using Desktop Administration
  • Advanced Cisco Unified Contact Center Express Scripting Topics
  • Using Cisco Unified CCX Reports

Labs:

  • Configuring Cisco Unified CCX
  • Cisco Unified CCX Scripting
  • Using the Cisco Desktop Work Flow Administrator
  • Advanced Cisco Unified CCX Scripting Techniques
  • Cisco Unified Contact Center Express Reporting

Module 5: Cisco Unified Contact Center Express Premium Functions

  • Using Remote Monitoring
  • Configuring the Outbound Dialer
  • Configuring Agent Email and Agent Web Chat
  • Understanding ASR and TTS

Labs:

  • Remote Monitoring
  • Outbound Preview Dialing
  • Agent Email and Web Chat
  • Spoken Names and Automatic Speech Recognition

Module 6: Cisco Unified CCX Maintenance

  • Using Cisco Unified RTMT
  • Using the Disaster Recovery System

Labs:

  • Using the Cisco Unified Real-time Monitoring Tool
  • Using the Cisco Unified Real-time Monitoring Tool

Our Courses