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UCCXD - Deploying Unified Contact Center Express Software v8.0

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Duration: 5 Days

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Course Information

Course Description

This course, Deploying Cisco Unified Contact Center Express (UCCXD) v4.0, 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 (CCX) v8.0 and Cisco Unified IP Interactive Voice Response (IVR) as contact center solutions. Tasks include planning, installation and configuration, scripting, and troubleshooting.​

 

Course Objectives

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

 

  • Design and plan a Cisco Unified CCX v8.0 and a Cisco Unified IP IVR implementation
  • Install or discuss all Cisco Unified CCX v8.0 components, servers, and clients
  • Configure all Cisco Unified CCX v8.0 components
  • Build work flow applications to exploit Cisco Unified IP IVR features and capabilities
  • Build contact center work flows to exploit Cisco Unified Contact Center Express v8.0 features and capabilities
  • Deploy and use Cisco Agent and Supervisor Desktop software
  • Deploy the Cisco Desktop Work Flow Administrator and set contact center options
  • Use real-time and historical reporting
  • Deploy the Outbound Preview Dialer
  • Deploy Agent Email
  • Deploy Automatic Speech Recognition and text-to-speech applications
  • Discuss maintenance activities​

 

Course Audience

 

  • Cisco Unified Communications system channel partners and resellers
  • System engineers
  • Customers deploying and maintaining Cisco Unified Contact Center Express products

 

 

Course Outline

Module 1: Cisco Unified Contact Center Express v8.0 Product Overview

  Lesson 1: Cisco Unified Contact Center Express v8.0 Product Packages

 

  • Cisco Unified CCX v8.0 Product Family
  • Cisco Unified CCX v8.0 Primary Functions
  • Cisco Unified CCX v8.0 Product Package Options
  • Cisco Unified Communications Manager Express Deployment Limitations
  • Cisco Unified CCX v8.0 Compatibility
  • Cisco Unified CCX v8.0 Operating Systems
  • Cisco Unified CCX v8.0 Hardware Compatibility Options
  • Cisco Unified CCX v8.0 Scalability

 

  Lesson 2: Cisco Unified Contact Center Express v8.0 Architecture

 

  • Cisco Unified CCX v8.0 Environment
  • Cisco Unified CCX v8.0 Cluster Components
  • Cisco Unified CCX v8.0 Datastores
  • Cisco Unified CCX v8.0 Integration Models

 

  Lesson 3: Cisco Unified Contact Center Express v8.0 Design and Order Tools

 

  • Terminology
  • Calculating Requirements
  • Cisco Unified Communications Sizing Tool
  • Cisco Solution Expert
  • Network Considerations from the SRND

 

Module 2: Installing and Configuring Cisco Unified Contact Center Express v8.0

  Lesson 1: Installing Cisco Unified Contact Center Express v8.0

 

  • Preliminary Considerations
  • Server Installation
  • Server Setup – Single Server or First Node
  • Second Server Installation and Setup
  • Cisco Unified CCX v8.0 Setup for Cisco Unified Communications Manager Express
  • Installation Log Files
  • Upgrading Cisco Unified CCX v8.0
  • Migrating to a Virtual Server

 

  Lesson 2: Cisco Unified Contact Center Express v8.0 Management

 

  • Cisco Unified Communications Manager Administration
  • Cisco Unified CCX v8.0 Administration
  • Cisco Unified CCX v8.0 Subsystems
  • Administrative Tools
  • Supervisor and User Web Pages
  • Cisco Desktop Work Flow Administrator
  • Cisco Desktop Administrator
  • Serviceability and Maintenance Summaries

 

  Lesson 3: Call Process and Basic Cisco Unified Contact Center Express v8.0 Configuration

 

  • Terms Defined
  • Call Flow Process
  • Basic Cisco Unified CCX v8.0 Configuration
  • Configuration Wizards

 

Module 3: Cisco Unified Contact Center Express v8.0 Scripting

  Lesson 1: Cisco Unified Contact Center Express v8.0 Script Editor

 

  • Installing the Cisco Unified CCX v8.0 Script Editor
  • Knowing Your Script Editor
  • Script Management: Four Steps
  • Debugging a Script

 

  Lesson 2: Creating a Basic IVR Script

 

  • Starting a New Script
  • Start and End Steps
  • Accept and Terminate Steps
  • Annotate Step
  • Play Prompt Step
  • Get Call Contact Info Step
  • Delay Step

 

  Lesson 3: Prompting and Collecting Information

 

  • Get Digit String Step
  • Menu Step
  • Recording Step
  • Name to User Step
  • Set Step
  • Contact Info Steps
  • Call Redirect Step

 

  Lesson 4: Accessing an External Database

 

  • Database Overview
  • Installing a JDBC Driver
  • Database Subsystem Setup
  • Database Steps

 

  Lesson 5: Loops, Counters, and Decision Making

 

  • Label and Goto Steps
  • Increment Step
  • Decrement Step
  • Boolean Operators
  • If Step
  • Switch Step

 

  Lesson 6: Confirming Caller Input

 

  • Create Generated Prompt Step
  • Confirmation Steps
  • Create Conditional Prompt Step
  • Create Container Prompt Step

 

Module 4: Cisco Unified Contact Center Express v8.0 ACD Operations

  Lesson 1: Cisco Unified Contact Center Express v8.0

 

  • Components Defined
  • Client Configuration Tool
  • IP Phone Agent
  • Cisco Agent Desktop Interface
  • Cisco Supervisor Desktop
  • The Call Flow Revisited
  • Configuring Cisco Unified CCX v8.0

 

  Lesson 2: Cisco Unified Contact Center Express v8.0 Scripting Fundamentals

 

  • Basic Script Flow Overview
  • Select Resource
  • Connect
  • Call Hold and Call Unhold
  • Get Reporting Statistic
  • Set Enterprise Call Info
  • Set Priority
  • Dequeue

 

  Lesson 3: Cisco Desktop Work Flow Administrator Fundamentals

 

  • Cisco Desktop Administration Overview and Installation
  • Cisco Agent Desktop Configuration Setup
  • Work Flow Configuration
  • Work Flow Groups Configuration
  • Voice Contact Work Flows
  • Agent Management Work Flows
  • Cisco Desktop Administrator

 

  Lesson 4: Advanced Cisco Unified Contact Center Express v8.0 Scripting Topics

 

  • Day of Week
  • Time of Day
  • Holiday Routing
  • Call Subflow
  • Get Reporting Statistic
  • Exception Handling
  • Data Type Conversions
  • Data Manipulation
  • Email Contacts
  • HTTP-Triggered Applications

 

  Lesson 5: Cisco Unified Contact Center Express v8.0 Reporting

 

  • Reporting Overview
  • Real-Time Reports
  • Historical Reporting

 

Module 5: Cisco Unified Contact Center Express v8.0 Premium Functions

  Lesson 1: Remote Monitoring

 

  • Remote Monitoring Overview
  • Remote Monitoring Configuration
  • CSQ Device IDs

 

  Lesson 2: Outbound Preview Dialer

 

  • Outbound Preview Dialer Overview
  • Outbound Agent Call Experience
  • Outbound Preview Dialer Configuration
  • Outbound Dialer Reports
  • Troubleshooting

 

  Lesson 3: Agent Email

 

  • Defining Agent Email
  • Creating Email CSQs
  • Defining Accounts in Microsoft Exchange
  • Agent Email Settings

 

  Lesson 4: Automatic Speech Recognition and Text-to-Speech

 

  • Defining ASR and TTS
  • Provisioning ASR and TTS
  • Provisioning the ASR Subsystem
  • Provisioning the TTS Subsystem Grammars
  • Script Editor Steps
  • Spoken Names
  • Text-to-Speech

 

Module 6: Cisco Unified Contact Center Express v8.0 Maintenance Tools

  Lesson 1: Real-Time Monitoring Tool

 

  • Cisco Unified RTMT Concepts
  • Installing Cisco Unified RTMT
  • Performance Monitoring
  • Alert Central
  • Trace and Log Central

 

  Lesson 2: Cisco Unified Analysis Manager

 

  • Cisco Unified Analysis Manager Overview
  • Inventory
  • Tools
  • Administration

 

  Lesson 3: Disaster Recovery System

 

  • DRS Overview
  • Performing Backups
  • Restoring a Backup

 

 

Lab Outline

 

  • Overview
  • Lab Topology
  • Hardware and Software Requirements
  • Admin Server Installation and Configuration
  • Cisco Unified Communications Manager Server Installation and Configuration
  • ASR/TTS Server Setup
  • Cisco Unified Contact Center Express v8.0 Server Installation and Configuration
  • Student Pod Configuration
  • Teardown and Restoration

 

Course Prerequisites

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

 

  • Internetworking fundamentals
  • Basic IP telephony concepts
  • Cisco Unified Communications Manager
  • Cisco IP phones, Cisco IP Communicator
  • Contact Center operations
  • Microsoft Windows 2000, 2003, XP
  • MS SQL Server​

 

Course Schedule
This course is not scheduled yet.