Cisco Unified Communications

This course is part of the following Certifications:

• Cisco IP Contact Centre Express

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

• Understand Internetworking Fundamentals
• Basic IP telephony concepts
• Cisco Unified Communications Manager deployments
• Cisco IP Phones
• Cisco IP Communicator
• Contact Center Operations
• Microsoft Windows 2000, 2003, XP, MS SQL 200, and MSDE Databases

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

• Design and plan a Unified Contact Center Express and a Unified IP IVR implementation
• Install or discuss all CRS components, servers and clients
• Configure all CRS components
• Build workflow applications to exploit Unified IP IVR features and capabilities
• Build contact center workflows to exploit Unified Contact Center Express features and capabilities
• Deploy and use Agent and Supervisor Desktop software
• Deploy Outbound Preview Dialer for Unified CCX
• Troubleshoot installations and workflows

The 5-day UCCXD course provides knowledge and hands-on deployment experience for Cisco Unified Contact Center Express and Cisco Unified IP IVR. Deployment tasks include planning, installation, configuration, administration, script development, agent and supervisor deployments, and troubleshooting.

• Deploying Cisco Unified Contact Center Express
• Product Overview
• Designing and Ordering
• Installation and Configuration
• CCX Script Editor
• Basic Script Editor Steps
• Caller and System Inputs
• Database Access
• Logical Operations
• Call Transfers
• Configuring Unified Contact Center Express
• Desktop Product Suite
• CCX Script Techniques
• Cisco Desktop Administration
• Remote Monitoring
• Outbound Preview Dialer
• Session Management
• Reports
• Servicing and Troubleshooting