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Deploying Cisco Unified Contact Center Express (UCCXD v6.0)

Course Overview

After finishing this course, the student will have the capacity to meet these general goals:

Give an extensive outline of the Cisco Unified Contact Center Express item suite. This diagram will cover portrayals of the item, similarity, and equipment and programming alternatives, engineering, and estimating and requesting instruments.

Give an entire portrayal of the Cisco Unified CCX establishment process, the setup required with a review of most normal design website pages, and depict the call stream forms expected to build up an approach Cisco Unified CCX.

Depict the Cisco Unified CCX content editorial manager, how it is introduced and how to execute regular IVR scripting methods.

Give a far reaching perspective of Cisco Unified CCX ACD activities to incorporate fundamental contact focus develop, scripting, specialist and director work area setups, progressed scripting points, and revealing.

Portray how to introduce, arrange and utilize highlights found in Cisco Unified CCX Premium, for example, Remote Monitoring, Outbound Dialer, Agent Email, Agent Web Chat, and Automatic Speech Recognition (ASR) and Text-to-Speech (TTS).

See how to keep up and screen a Cisco Unified CCX framework

Prerequisites

The information and abilities that a student must have before going to this course are as per the following:

  • Internetworking Fundamentals
  • Fundamental IP communication ideas
  • Cisco Unified Communications Manager
  • Cisco IP telephones, Cisco IP Communicator ?    Contact Center tasks

Deploying Cisco Unified Contact Center Express (UCCXD v6.0)

Course Outline

Module 0: Course Introduction

The Course Introduction furnishes students with the course destinations and essential student abilities and learning. The Course Introduction shows the course stream graph and the symbols that are utilized as a part of the course delineations and figures. This course part likewise portrays the educational modules for this course, furnishing students with the data that they have to settle on choices in regards to their particular learning way. After finishing this course, the student will have the capacity to meet these destinations:

Give a far reaching diagram of the Cisco Unified Contact Center Express item suite. This outline will cover depictions of the item, similarity, and equipment and programming alternatives, engineering, and estimating and requesting instruments.

Give an entire depiction of the Cisco Unified CCX establishment process, the arrangement required with a review of most normal setup site pages, and portray the call stream forms expected to build up an approach Cisco Unified CCX.

Portray the Cisco Unified CCX content proofreader, how it is introduced and how to actualize normal IVR scripting systems.

Give a thorough perspective of Cisco Unified CCX ACD activities to incorporate essential contact focus develop, scripting, specialist and chief work area designs, progressed scripting subjects, and announcing.

Depict how to introduce, arrange and utilize highlights found in Cisco Unified CCX Premium, for example, Outbound Dialer, Agent Email, Agent Web Chat, and Automatic Speech Recognition (ASR) and Text-to-Speech (TTS).

See how to keep up and screen a Cisco Unified CCX framework.

The lesson incorporates these themes:

Diagram

Course Goal and Objectives

Course Flow

Extra References

Your Training Curriculum

General Administration

If it's not too much trouble Introduce Yourself

The lesson incorporates these exercises:

None

Module 1: Cisco Unified CCX Product Overview

Give a thorough diagram of the Cisco Unified Contact Center Express item suite. This outline will cover depictions of the item, similarity, and equipment and programming alternatives, design, and estimating and requesting devices.

After finishing this module, you will have the capacity to distinguish and talk about the fundamental properties of Cisco Unified CCX. This capacity incorporates having the capacity to meet these destinations:

Rundown the four distinctive item bundles and distinguish the highlights and abilities of each bundle accessible in Cisco Unified CCX.

Portray the earth, segments, and organization models for Cisco Unified CCX.

Portray plan contemplations, phrasing, and the devices utilized for outlining and requesting Cisco Unified CCX items.

Lesson 1: Cisco Unified CCX Product Packages

This lesson examines the four distinctive available item bundles offered in the Cisco Unified Contact Center Express (CCX) group of items. The highlights and elements of the accompanying will be examined:

Cisco Unified IP Interactive Voice Response (IVR)

Cisco Unified CCX Standard

Cisco Unified CCX Enhanced

Cisco Unified CCX Premium

This lesson likewise portrays the similarity alternatives for joining and the working frameworks required for sending.

After finishing this lesson, you will have the capacity to distinguish the diverse highlights and elements of the Cisco Unified CCX stage. This capacity incorporates having the capacity to meet these goals:

Depict the four diverse item bundles accessible in the Cisco Unified CCX group of items

Characterize the essential elements of Cisco Unified CCX

Rundown the new highlights and alternatives for Cisco Unified CCX rendition 11.0(1)

Rundown the highlights and choices accessible for every Cisco Unified CCX item bundle

Depict the similarity choices for Cisco Unified CCX form 11.0(1)

Rundown the working framework choices for different Cisco Unified CCX related projects

Rundown the bolstered equipment stages accessible for Cisco Unified CCX

Rundown most extreme capacities with regards to Cisco Unified CCX Release 11.0(1)

The lesson incorporates these subjects:

Cisco Unified CCX Product Family

Highlight Changes In Version 11

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 lesson incorporates these lab exercises:

None

Lesson 2: Cisco Unified CCX Architecture Upon finishing this lesson, you will have the capacity to see how Cisco Unified CCX exists in an assortment of situations to create distinctive guest encounters. This capacity incorporates having the capacity to meet these targets:

Characterize and depict the most well-known applications found in the Cisco Unified CCX condition

Characterize the two bunch parts of Cisco Unified CCX

Portray the datastores in the Cisco Unified CCX database and the kind of information that they contain

Rundown the arrangement models in which Cisco Unified CCX might be utilized

The lesson incorporates these subjects:

The Cisco Unified CCX Environment

Cisco Unified CCX Cluster Components

Cisco Unified CCX Datastores

Cisco Unified CCX Deployment Models

The lesson incorporates these lab exercises:

None

Lesson 3: Designing Cisco Unified CCX

This lesson portrays the procedures and instruments utilized for planning and requesting Cisco Unified Contact Center Express (Cisco Unified CCX) items. Estimating a Cisco Unified CCX arrangement is proficient by utilizing Erlang number crunchers and the Unified Communications Sizing Tool.

After finishing this lesson, you will have the capacity to comprehend and utilize the instruments for planning and requesting Cisco Unified CCX items. This capacity incorporates having the capacity to meet these goals:

Talk about plan contemplations and characterize phrasing utilized as a part of measuring a Cisco Unified CCX framework

Portray Erlang adding machines

Portray the utilization of the Unified Communications Sizing Tool

Outline organize contemplations that can be found in the Cisco Unified CCX Design Guide

The lesson incorporates these themes:

Outline Considerations and Terminology

Call Center Sizing Calculations

Bound together Communications Sizing Tool

System Considerations from the Cisco Unified CCX Design Guide

The lesson incorporates these lab exercises:

None

Module 2: Cisco Unified CCX Installation and Configuration

Give an entire portrayal of the Cisco Unified CCX establishment process, the setup required with a diagram of most normal arrangement site pages, and depict the call stream forms expected to set up an approach Cisco Unified CCX. After finishing this module, you will have the capacity to introduce and set up Cisco Unified CCX. This capacity incorporates having the capacity to meet these goals:

Portray and represent an entire perspective of the establishment and update forms for Cisco Unified CCX single-server and high-accessibility organizations

Find and utilize the most well-known administration capacities for Cisco Unified CCX, for example, the Cisco Unified CCX Administration pages and Supervisor and User website pages.

Comprehend the essential terms, ideas, and design necessities that are expected to build up and benefit an approach Cisco Unified CCX

Lesson 1: Installing Cisco Unified CCX

This lesson portrays and shows an entire perspective of the establishment procedure for Cisco Unified Contact Center Express (Cisco Unified CCX) single-server and high-accessibility arrangements. Furthermore, this lesson talks about the redesign procedure and virtualization.

After finishing this lesson, you will have the capacity to introduce Cisco Unified CCX. This capacity incorporates having the capacity to meet these targets:

Rundown necessities and choices of the establishment procedure

Depict the single-server or first hub establishment process

Depict the single-server or first hub setup process

Depict the second hub establishment and setup forms

Depict the necessities and condense introducing Cisco Unified CCX in a VM

Depict how to find and access establishment log documents

Comprehend the different redesign prerequisites and methods for CCX in a virtualized situation

The lesson incorporates these subjects:

Preparatory Considerations

Single Server or First Node Installation

Single Server or First Node Server Setup

Second Node Installation and Setup

Introducing Cisco Unified CCX in a VM

Moving to a VM

Establishment Log Files

Redesigning Cisco Unified CCX

The lesson incorporates these lab exercises:

None

Lesson 2: Managing Cisco Unified CCX

Cisco Unified Contact Center Express (Cisco Unified CCX), being a strong intuitive voice reaction (IVR) and programmed call appropriation (ACD) application, has numerous administration interfaces. To be successful in overseeing Cisco Unified CCX, you should know about what administration interfaces are accessible, where they are, and how to utilize them. This lesson talks about the most well-known administration capacities for Cisco Unified CCX, for example, the Cisco Unified CCX authoritative site pages, chief and client pages and Cisco Finesse Administration.

After finishing this lesson, you will have the capacity to find, oversee, and design Cisco Unified CCX properties. This capacity incorporates having the capacity to meet these destinations:

Depict Cisco Unified Communications Manager setup necessities

Find and utilize Cisco Unified CCX administration website pages

Depict and abridge subsystem properties

Depict the organization devices in Cisco Unified CCX

Depict how to access and utilize the Supervisor and User website pages

Depict Finesse Administration

Compress the Cisco Unified CCX working framework utilities

The lesson incorporates these points:

Cisco Unified Communications Manager Administration

Cisco Unified CCX Administration

Cisco Unified CCX Subsystems

Organization Tools

Director and User Web Pages

Cisco Finesse Administration

Serviceability and Maintenance Summaries

The lesson incorporates these lab exercises:

Lab 2-1: Review Cisco Unified CCX Installation

Lesson 3: Configuring Basic Properties of Cisco Unified CCX

Cisco Unified Contact Center Express (Cisco Unified CCX) has certain prerequisites to acknowledge and handle calls, regardless of whether it is sent as Cisco Unified IP Interactive Voice Response (Cisco Unified IP IVR) or some variant of Cisco Unified CCX. This lesson covers the essential terms, ideas, and design prerequisites that are expected to build up and benefit an approach Cisco Unified CCX.

After finishing this lesson, you will have the capacity to comprehend the call stream process and set up setup properties to acknowledge a call. This capacity incorporates having the capacity to meet these targets:

Characterize terms that are related with the call stream process

Portray the call stream process that is required for a call to be associated with the Cisco Unified CCX framework

Portray the design things that must be set up for a call contact to be acknowledged

Depict setup wizards in Cisco Unified CCX

The lesson incorporates these themes:

Call Flow Terms Defined

The Cisco Unified CCX Call Flow

Fundamental Cisco Unified CCX Configuration

Setup Wizards

The lesson incorporates these lab exercises:

Lab 2-2: Provisioning Telephony and Media

Module 3: Cisco Unified CCX Scripting

Depict the Cisco Unified CCX content manager, how it is introduced and how to execute regular IVR scripting methods.

After finishing this module, you will have the capacity to introduce and utilize the Cisco Unified CCX Script Editor. This capacity incorporates having the capacity to meet these targets:

Depict how to introduce and utilize the Cisco Unified CCX Script Editor and perform a considerable lot of the assignments expected to make or alter a content

Portray how to make a fundamental IVR content that will answer a call, react with a declaration, talk the calling number and separate the call

Depict how to provoke and gather data from a guest, control contact data, and how to exchange a call

Depict how to include a Java Database (JDBC)- consistent driver, set up the Database subsystem, and utilize database content advances

Portray the standards behind circles, tallying circles, leaving circles, and settling on choices by assessing restrictive articulations

Portray how to make framework produced prompts, affirm guest input, and redo incite utilization

Lesson 1: Understanding Script Editor Basics

The Cisco Unified CCX Script Editor is a principal part of Cisco Unified Contact Center Express (Cisco Unified CCX). No voice-based inbound client connections can occur without a substantial content. Understanding Cisco Unified CCX scripting is a fundamental piece of understanding what Cisco Unified CCX can do and frequently directly affects consumer loyalty. This lesson will portray how to introduce and utilize the Cisco Unified CCX Script Editor and perform a considerable lot of the undertakings expected to make or alter a content. This incorporates making factors, setting content advances, approving a content, and investigating a content.

After finishing this lesson, you will have the capacity to depict the significant elements of the content proofreader and how to utilize them. This capacity incorporates having the capacity to meet these targets:

Portray how to introduce the Cisco Unified CCX Script Editor

Portray how to access and utilize the content supervisor

Portray the four stages required for a content to be transferred and accessible for preparing a call

Portray what investigating is, the reason it is required, and how to start a troubleshoot session

The lesson incorporates these points:

Understanding Script Editor Basics

Knowing the Script Editor

Content Management

Investigating a Script

The lesson incorporates these lab exercises:

Lab 3-1: Understanding Script Editor Basics

Lesson 2: Creating a Basic IVR Script

This lesson talks about the essential Cisco Unified Contact Center Express (Cisco Unified CCX) content editorial manager steps and methodology. To help this discourse, you will utilize the content supervisor to begin a basic work process content that will answer a call, react with a declaration, talk the calling number and detach the call.

After finishing this lesson, you will have the capacity to make a straightforward intuitive voice reaction (IVR)- type content used to answer a call, play a provoke, and detach the call. This capacity incorporates having the capacity to meet these destinations:

Depict how to begin a clear content or a content from a format

Depict the means utilized for beginning and consummation a call

Depict the essential advances required to play a message to a guest

The lesson incorporates these themes:

Beginning a New Script

Beginning and Ending a Script and a Call

Extra Steps for Playing a Message

The lesson incorporates these lab exercises:

Lab 3-2: Start Your New Locator Script

Lesson 3: Prompting and Collecting Information

This lesson examines the Cisco Unified Contact Center Express (Cisco Unified CCX) Script Editor Steps and methodology for tolerating double tone multi-recurrence (DTMF) contribution from a guest. Techniques for tolerating discourse from a guest are canvassed in a later lesson. To help the talk, we will utilize the Script Editor to improve the Locator work process content to acknowledge guest input.

After finishing this lesson, you will have the capacity to add usefulness to the content utilizing the means to gather data from the guest to decide the guest's targets. This capacity incorporates having the capacity to meet these destinations:

Depict steps that are usually used to incite and gather data from a guest

Depict steps used to gather sound and client data from a guest

Portray how to utilize the Set advance to dole out data into a variable

Depict how to get and set contact data

Portray how to utilize the Call Redirect venture to exchange a call

The lesson incorporates these subjects:

Normal Prompt and Collect advances

Extra Prompting Steps

Appointing Variable Information

Getting and Setting Contact Information

Exchanging a call

Awards