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UCCX v5.0:Deploying Cisco Unified Contact Center Express 9.0
Duration: 5 days Price: $3695

Deploying Cisco Unified Contact Center Express (UCCX) v5.0, provides the student with hands-on experience and knowledge of tasks typically performed during contact center deployment. This includes the deployment of Cisco Unified Contact Center Express v9.0(2) (Cisco Unified CCX) and Cisco Unified IP Interactive Voice Response (Cisco Unified IP IVR) as contact center solutions. Tasks include planning, installation, and configuration, scripting, and troubleshooting.

Upon completing this course, the learner will be able to meet these overall objectives:

  • 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 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.

The primary audience for this course includes

  • Cisco Unified Communications Channel Partners and Resellers
  • System Engineers
  • Customers deploying and maintaining Unified Contact Center Express products

The knowledge and skills that a learner must have before attending this course are as follows:

  • Internetworking fundamentals
  • Basic IP telephony fundamentals
  • Cisco Unified Communications Manager
  • Cisco IP Phones and Cisco IP Communicator
  • Contact Center Operations

Course Outline

Module 1: Cisco Unified CCX Product Overview

Lesson 1: Cisco Unified CCX Product Packages

Lesson 2: Cisco Unified CCX Architecture

Lesson 3: Designing Cisco Unified CCX

    • 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
    • The Cisco Unified CCX Environment
    • Cisco Unified CCX Cluster Components
    • Cisco Unified CCX Datastores
    • Cisco Unified CCX Deployment Models
    • Design Considerations and Terminology
    • Call Center Sizing Calculations
    • Unified Communications Sizing Tool
    • Network Considerations from the SRND

Module 2: Cisco Unified CCX Installation and Configuration

Lesson 1: Installing Cisco Unified CCX

Lesson 2: Managing Cisco Unified CCX

Lesson 3: Configuring Basic Properties of 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
    • 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
    • Call Flow Terms Defined
    • The Cisco Unified CCX Call Flow
    • Basic Cisco Unified CCX Configuration
    • Configuration Wizards

Module 3: Cisco Unified CCX Scripting

Lesson 1: Installing the Cisco Unified CCX Script Editor

Lesson 2: Creating a Basic IVR Script

Lesson 3: Prompting and Collecting Information

Lesson 4: Accessing an External Database

Lesson 5: Making Decisions

Lesson 6: Confirming Caller Input

    • Installing the Cisco Unified CCX Script Editor
    • Knowing the Script Editor
    • Script Management
    • Debugging a Script
    • Starting a New Script
    • Starting and Ending a Script and a Call
    • Additional Steps for Playing a Message
    • Common Prompt and Collect steps
    • Additional Prompting Steps
    • Assigning Variable Information
    • Getting and Setting Contact Information
    • Transferring a call
    • Database Access Overview
    • Setting up the Database Subsystem
    • Using Database Steps
    • Steps used to create a loop
    • Steps Used for Counting
    • Decision Steps
    • Creating Generated Prompts
    • Confirmation Steps
    • Conditional Prompt Steps

Module 4: Cisco Unified CCX ACD Operations

Lesson 1: Implementing Cisco Unified CCX

Lesson 2: Scripting Fundamentals for Cisco Unified CCX

Lesson 3: Using Desktop Administration

Lesson 4: Advanced Cisco Unified Contact Center Express Scripting Topics

Lesson 5: Using Cisco Unified CCX Reports

    • 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
    • Basic Cisco Unified CCX Script Design
    • Cisco Unified CCX Script Steps
    • Cisco Desktop Administration Overview and Installation
    • Cisco Agent Desktop Configuration Setup
    • Work Flow Configuration
    • Work Flow Groups Configuration
    • Cisco Desktop Administrator
    • Day of Week, Time of Day, and Holiday Routing
    • Using Subflows, Real-time Data, and Exception Handling
    • Manipulating Data
    • Using Email and HTTP Applications
    • Cisco Unified CCX Reporting Options
    • Real-time Reporting
    • Cisco Unified IC
    • Historical Reporting Client

Module 5: Cisco Unified Contact Center Express Premium

Lesson 1: Using Remote Monitoring

Lesson 2: Configuring the Outbound Dialer

Lesson 3: Configuring Agent Email and Agent Web Chat

Lesson 4: Understanding ASR and TTS

    • Remote Monitoring Overview
    • Remote Monitoring Configuration
    • CSQ Device IDs
    • Outbound Dialer Overview
    • Common Outbound Configurations
    • Outbound IVR Dialing
    • Outbound Direct Preview Dialing
    • Outbound Direct Preview Dialer Configuration
    • Outbound Dialer Reports
    • Troubleshooting Information
    • Agent Email
    • Agent Email Configuration
    • Defining Agent Web Chat
    • Agent Web Chat Configurations
    • MRCP ASR and TTS Overview
    • Provisioning ASR and TTS Servers
    • Grammars
    • Script Editor Steps
    • Spoken Names
    • Text-to-Speech

Module 6: Cisco Unified CCX Maintenance

Lesson 1: Using Cisco Unified RTMT

Lesson 2: Using the Disaster Recovery System

    • Cisco Unified RTMT Concepts
    • Installing Cisco Unified RTMT
    • Performance Monitoring
    • Tools
    • DRS Overview
    • Performing Backups
    • Restoring a Backup

 

Lab Outline

Lab 2-1: Review Cisco Unified CCX Installation

  • Task 1: Displaying the Cisco Unified CCX Server States
    Task 2: Displaying Cluster License Information
    Task 3: Checking System Parameters
    Task 4: Observing Your User Capabilities

Lab 2-2: Provisioning Telephony and Media

  • Task 1: Observing the Telephony Provider Observe Only!
    Task 2: Adding Your Call Control Group
    Task 3: Adding Cisco Media Termination Dialog Control Groups
    Task 4: Adding a New Cisco Unified CCX Script Application
    Task 5: Adding a Cisco Unified Communications Manager Telephony Trigger for Your Application
    Task 6: Calling and Testing Your New Application

Lab 3-1: Installing the Cisco Unified CCX Editor

  • Task 1: Installing the Cisco Unified CCX Editor
    Task 2: Downloading a Script to Your Local Hard Drive
    Task 3: Setting up Your Prompt and Script
    Task 4: Debugging Your Script

Lab 3-2: Starting Your New Locator Script

  • Task 1: Creating your first Script
    Task 2: Debugging Your New Script

Lab 3-3: Prompting and Collecting Information from a Caller

  • Task 1: Prompt Caller for Physician Type
    Task 2: Prompt Caller for a Zip Code

Lab 3-4: Accessing a Database

  • Task 1: Access a Database to Speak Physician Information

Lab 3-5: Loops, Counters, and Decision-Making

  • Task 1: Adding Manual Retries for a Menu
    Task 2: Adding Looping Logic to DB Steps
    Task 3: Add Menu to Repeat Physician Information
    Task 4: Counting Database Records

Lab 3-6: Confirming Caller Input

  • Task 1: Confirming the Zip Code
    Task 2: Implementing an Escalating Prompt
    Task 3: Implementing Manual Retries (Again)
    Task 4: Announcing Number of Records to the Caller

Lab 4-1: Configuring Cisco Unified CCX

  • Task 1: Assigning IPCC Extensions to Agents
    Task 2: Observing RmCm Provider Information
    Task 3: Associating the Agent Phone with the RmCm Provider
    Task 4: Creating Resource Groups
    Task 5: Creating Skills
    Task 6: Assigning Resource Groups and Skills to Agents
    Task 7: Creating Contact Service Queues
    Task 8: Configuring Agent-Based Routing Observe Only
    Task 9: Assigning Supervisor Capabilities
    Task 10: Making Team Assignments
    Task 11: Installing the Agent and Supervisor Desktop
    Task 12: Starting the Agent Desktop
    Task 13: Starting the Supervisor Desktop
    Task 14: Preparing your Application to use the icd.aef script
    Task 15: Testing the Script, Agent Desktop, and Basic Call Handling
    Task 16: Testing with Multiple Agents in a Resource Group
    Task 17: Using Skills-Based CSQs to Manage Calls
    Task 18: Supervisor Activities
    Task 19: Implementing IP Phone Agent (Optional)

Lab 4-2: Cisco Unified CCX Scripting

  • Task 1: Creating Your New Cisco Unified CCX Script

Lab 4-3: Using the Cisco Desktop Work Flow Administrator

  • Task 1: Installing the Cisco Desktop Work Flow Administrator
    Task 2: Creating Reason Codes (Instructor Demo)
    Task 3: Creating Wrap-Up Data (Instructor Demo)
    Task 4: Defining Enterprise Data Fields (Instructor Demo)
    Task 5: Creating a Layout List (Instructor Demo)
    Task 6: Creating a Work Flow Group (Instructor Demo)
    Task 7: Setting Thresholds Using the Call Activity Tab (Instructor Demo)
    Task 8: Apply Reason Codes to Your Work Flow Group (Instructor Demo)
    Task 9: Apply Wrap-Up Data to Your Work Flow Group (Instructor Demo)
    Task 10: Task Button #1 - High-Priority Chat with Supervisor (Instructor Demo)
    Task 11: Task Button #2 - Launch an Internet Website (Instructor Demo)
    Task 12: Task Button #3 Transfer Call to Supervisor (Instructor Demo)
    Task 13: Task Buttons #4 & 5 Start and Stop Record Buttons (Instructor Demo)
    Task 14: Enabling the Integrated Browser (Instructor Demo)
    Task 15: Launching an Excel Spreadsheet on Cisco Agent Desktop Startup (Instructor Demo)
    Task 16: Configuring a Rules-Based Screen Pop (Instructor Demo)
    Task 17: Associating Agents to a Work Flow Group (Instructor Demo)
    Task 18: Modify Your Script

Lab 4-4: Advanced Cisco Unified CCX Scripting Techniques

  • Task 1: Implementing Time of Day, Day of Week, and Holiday Routing
    Task 2: Implementing Holiday Routing from a Database
    Task 3: Implementing Holiday Routing from an XML File
    Task 4: Miscellaneous Script Upgrades

Lab 4-5: Cisco Unified Contact Center Express Reporting

  • Task 1: Using Real-Time Reporting
    Task 2: Installing the Historical Reporting Client
    Task 3: Generating a Historical Report
    Task 4: Enabling Cisco Unified IC (Instructor Demo)
    Task 5: Generating Historical Reports from Cisco Unified IC

Lab 5-1: Remote Monitoring

  • Task 1: Creating a New Cisco Unified Communications Manager User (Instructor Demo)
    Task 2: Creating a Remote Monitor Supervisor (Instructor Demo)
    Task 3: Assigning Resources and CSQs for Remote Monitoring (Instructor Demo)
    Task 4: Configuring a Remote Monitor Application (Instructor Demo)
    Task 5: Learning the Monitored CSQ IDs (Instructor Demo)
    Task 6: Testing Remote Monitoring (Instructor Demo)

Lab 5-2: Outbound Preview Dialing

  • Task 1: Creating an Outbound Campaign
    Task 2: Importing a Contact List
    Task 3: Testing Outbound Dialing

Lab 5-3: Agent Email and Web Chat

  • Task 1: Creating an Email CSQ
    Task 2: Setting Up Agent Email (Instructor Demo)
    Task 3: Testing Agent Email
    Task 4: Agent Web Chat

Lab 5-4: Spoken Names and Automatic Speech Recognition

  • Task 1: Creating a Spoken Name
    Task 2: Test the Auto Attendant Application
    Task 3: Add an ASR Dialog Group and Enable ASR for your Script
    Task 4: Creating Alternate Pronunciations for Dial by Name
    Task 5: Generating a Name Grammar
    Task 6: Testing ASR Operation for Auto Attendant

Lab 6-1: Using the Cisco Unified Real-time Monitoring Tool

  • Task 1: Installing the Cisco Unified Real Time Monitoring Tool
    Task 2: Collecting log files

Deploying Cisco Unified Contact Center Express (UCCX) v5.0, provides the student with hands-on experience and knowledge of tasks typically performed during contact center deployment. This includes the deployment of Cisco Unified Contact Center Express v9.0(2) (Cisco Unified CCX) and Cisco Unified IP Interactive Voice Response (Cisco Unified IP IVR) as contact center solutions. Tasks include planning, installation, and configuration, scripting, and troubleshooting.

Schedule

Cisco:Deploying Cisco Unified Contact Center Express 9.0

UCCX v5.0:Deploying Cisco Unified Contact Center Express 9.0

Duration: 5days

Price: $3695

Location

Starts

Ends

From

Ends

Herndon, VA

06/08/2018

06/12/2018

9:00am ET

5:00pm ET

Campbell, CA

06/15/2018

06/19/2018

9:00am PT

5:00pm PT

Live Online

07/06/2018

07/10/2018

9:00am CT

5:00pm CT

Reston, VA

07/20/2018

07/24/2018

9:00am ET

5:00pm ET

New York, NY

07/20/2018

07/24/2018

9:00am ET

5:00pm ET

Columbia, MD

07/27/2018

07/31/2018

9:00am ET

5:00pm ET

Boxborough, MA

08/03/2018

08/07/2018

9:00am ET

5:00pm ET

Chicago (Rosemont), IL

08/17/2018

08/21/2018

9:00am ET

5:00pm ET

Herndon, VA

08/31/2018

09/04/2018

9:00am ET

5:00pm ET

Live Online

09/14/2018

09/18/2018

9:00am CT

5:00pm CT