Deploying Cisco Unified Contact Center Express v6.0 - UCCXD
In this course, you'll gain an understanding of Cisco’s Unified Contact Center Express (Unified CCX) product and all of its associated client applications and scripting tools. You will learn about all of the Unified CCX components, servers, deployment options, and clients. You will learn how to perform capacity planning, choose the correct product features, and install the product.
Our instructors place major emphasis on the Unified CCX script editing tool, Unified CCX Editor, which allows administrators to script the contact center’s caller experience through the system, including queries, recordings, menu input, digit string input, and database operations. You will cover the Cisco Finesse Agent and Supervisor Desktops as well as the Finesse Desktop Administration tool to optimize the call agent’s desktop display and options, supervisor optimization of the call center, and reporting options and customizations. You will explore Automatic Speech Recognition (ASR) and Text-to-Speech (TTS) technologies, Social Miner, and Outbound Dialing technologies and you’ll examine options for troubleshooting, reporting, and maintaining the system.
Our voice network labs use the latest hardware and software and all of our IP telephony courses provide a simulated public switched telephone network (PSTN).
- » Systems integrators who deploy Cisco Unified CCX
- » Maintain and configure Finesse supervisor and Finesse agent clients
- » Write scripts and maintain script integrity
- » Require a fundamental understanding of the issues and solutions related to implementation
- » Maintain the server system and telephony system for the contact center
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- » Planning and deploying a Cisco Unified CCX system version 11.0
- » Telephony and media configuration for deployment with CUCM
- » Scripting techniques and best practices
- » Scripting operations including greeting, prompt and collect, caller input, database queries, and logic
- » Time-of-day and holiday operations
- » Queue management and best practices for queuing
- » Finesse Agent, Finesse Supervisor, and Finesse Administrator
- » Cisco IP Phone Agent
- » Session Management
- » CUIC and real-time reporting
- » Remote Monitoring
- » Outbound preview dialing
- » TTS and ASR
- » Real-Time Monitoring
- » Disaster recovery
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- Cisco Unified CCX
- Relationship between the Unified CCX platform and the three products it supports
- Three Cisco products supported by the Unified CCX engine platform
- Unified CCX hardware and software components to include all server types, standby deployments, and scalability
- New and improved functions of the three Unified CCX products to include Unified CCX v11.0
- Designing and Ordering
- Properly size the Unified CCX products by using calculators provided by Cisco
- Properly order Unified CCX products using the Unified CCX configuration and ordering tool
- Network considerations surrounding a Unified CCX deployment
- Using the Solution Reference Network Design for Cisco Unified CCX and Cisco Unified IP IVR and other documents to support a Unified CCX design and deployment
- Installation and Configuration
- Installing Unified CCX software on all servers in a cluster
- Activating and configuring all components in a CCX cluster
- Configuring and testing a simple CCX Script Application
- Troubleshooting installations using log files
- Unified CCX Editor
- Navigate the Unified CCX Editor functionality
- Creating, deleting, and editing variables
- Saving and uploading valid scripts to the repository
- Performing the debug process to test a script
- Troubleshooting an application and script using trace files
- Basic Unified CCX Editor Steps
- Creating a simple script workflow to answer a call
- Adding comments to identify and explain the script and subsequent groups of steps
- Playing voice prompts to share information or instructions with callers
- Terminating and ending a call
- Validate, save as, upload, refresh, and debug a script
- Caller and System Inputs
- Collecting information from a caller by presenting a list of choices using the menu step
- Collecting digits from a caller by using the Get Digit String step
- Getting information from the system to alter the logic of the call flow
- Validate, save as, upload, refresh, and debug the script
- Database Access
- Connecting to a database
- Reading and getting information from the database by creating a SQL query within a script step
- Referencing database locations
- Writing information to a SQL database
- Closing the database connection and terminating database resources
- Logical Operations
- Applying Boolean logic in scripts
- Creating and modifying counters
- Creating and managing timing loops
- Redirecting script logic based on the evaluation of “If” statements
- Using call subflows as reusable scripts
- Creating specialized prompts
- Caller Transfers
- Creating day-of-week and time-of-day ranges for different handling
- Transferring calls to various extensions as a function of day and time
- Getting information associated with a call
- Designating calls as completed for reporting
- Determining if the caller has hung up
- Determining if today is a holiday
- Configuring Unified CCX
- Cisco Unified CCX product, features, and capabilities
- Configuring Unified CCX on the CUCM and CCX server
- Finesse Product Suite
- Configuring Finesse Agent Desktop and Finesse Supervisor Desktop
- Testing the Finesse Agent Desktop and Finesse Supervisor Desktop configurations
- Examining the IP Phone Agent
- Unified CCX Script Techniques
- Defining and using Unified CCX Editor Unified CCX steps
- Testing a sample application using the Unified CCX steps in the Unified CCX Editor
- Finesse Administrator
- Configuring the Unified CCX enterprise data using the Finesse Desktop Administrator
- Configuring work flows, personnel, and teams
- Creating screen pops and macros
- Creating wrap-up codes
- Outbound Dialer and Agent Chat
- Examine Outbound Dialer
- Session Management
- Examine Session Management to retrieve information from a previous call
- Media Resource Control Protocol (MRCP) Speech Technologies
- Examine Nuance ASR and TTS servers
- Accessing and analyzing real-time reports
- Configure Cisco Unified Intelligence Center (CUIC) historical reporting
- Accessing and analyzing historical reports
- Servicing and Troubleshooting
- Traces and logs
- Remote Labs Access
- Disaster Recovery Lab
- IP Phone Registration
- 9951 Registration
- Exclusive – Unified FX Phone Control
- Cisco Jabber
- UCCX Initialization and Configuration
- UCCX Disaster Recovery
- UCCX Telephony and Media Fundamentals
- UCCX Script Editor Fundamentals
- UCCX Scripting Foundations Lab
- UCCX Scripting Prompting and Input Collection
- UCCX Scripting Database Access
- UCCX Scripting Logical Operations
- UCCX Scripting Time of Day
- UCCX Prompt Management
- UCCX Agent and Supervisor and Queue Provisioning
- UCCX Finesse Agent and Supervisor Desktops
- UCCX Advanced Queue Design and Scripting
- UCCX Finesse Desktop Administrator
- UCCX Advanced Scripting and Screen Pops
- Cisco Unified Intelligence Center (CUIC) Reporting
- UCCX Serviceability
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We ensure your success by asking all
students to take a FREE Skill Assessment test.
These short, instructor-written tests are an objective measure of your current skills that help us determine whether or not you will be able to meet your goals by attending this course at your current skill level. If we determine that you need additional preparation or training in order to gain the most value from this course, we will recommend cost-effective solutions that you can use to get ready for the course.
Our required skill-assessments ensure that:
- All students in the class are at a comparable skill level, so the class can run smoothly without beginners slowing down the class for everyone else.
- NetCom students enjoy one of the industry's highest success rates, and pass rates when a certification exam is involved.
- We stay committed to providing you real value. Again, your success is paramount; we will register you only if you have the skills to succeed.
This assessment is for your benefit and best taken without any preparation or reference materials, so your skills can be objectively measured.
Take your FREE Skill Assessment test »
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- Networking expert with several Cisco certifications, including CCENT, CCNA, CCDA, CCSI, and CCVP.
- Has taught over 90 courses at NetCom Learning.
- Average rating of 8.75 out of 9 on student evaluation reports.
David has been in the Networking field for the past eleven years and holds several Cisco certifications. He has been an instructor since 2005 and has taught over 90 courses at NetCom Learning.
David is an extremely enthusiastic trainer with a raw passion towards teaching and delivering Cisco information and takes great pride in his career as an instructor, which has lead him to develop and deliver the class in his own unique way; very professional and knowledgeable, yet pleasant and enjoyable. His classes have a high passing rate for students taking certification exams, and averages 8.75 out of 9 on evaluation reports.
- Over 22 years of professional experience in the IT field, including more than a decade as a Certified Trainer.
- An expert in Cisco's Routing, Switching, Security, Voice and Wireless areas, as well as select Microsoft, Novell, CompTIA, Sun and CWNP courses.
- High-skilled and acclaimed instructor. Has trained over 900 students at Netcom Learning.
Michael has over 22 years of professional experience in the IT field, including more than a decade as a Certified Trainer. An expert in Cisco's Routing, Switching, Security, Voice and Wireless areas, Michael also teaches select Microsoft, Novell, CompTIA, Sun and CWNP courses.
Michael's dedication and passion for teaching is unmatched. He has trained over 900 students at Netcom Learning since 2006 and his evaluation scores average 8.7 out of 9.
- Bachelors and Masters in Mathematics from University of Pennsylvania, in addition to several IT certifications.
- Over 20 years of experience in the IT industry; background ranges from engineering, administration and escalation support in networks.
William is a highly-skilled IT professional with Bachelors and Masters Degree in Mathematics from University of Pennsylvania. He has been working in the IT industry for over 20 years, with experience in engineering, administration and escalation support in networks ranging from small to large scale complex enterprise environments.
As a Cisco and CompTIA Subject Matter Expert, he holds several certifications, including Cisco CCNA, CCNP, and CCIE. William is one of NetCom's top trainers, consistently scoring high marks in student evaluations.
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