Unified Contact Center Express and Unified IP IVR Deployment (UCCXD)

Ziele

This course is designed for systems engineers who will be responsible for deploying the Cisco Unified Contact Center Express (Unified CCX) and Cisco Unified IP Interactive Voice Response (Unified IP IVR) products. Upon completion of the course, you will be able to:

• Provide a comprehensive overview of the Cisco Unified Contact Center Express product suite
• 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, 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

Zielgruppe

• Channel Partner/Reseller
• Customer
• Employee

Voraussetzungen

• Internetworking Fundamentals
• Basic IP Telephony Concepts
• Cisco Unified Communications Manager
• Cisco IP Phones
• Cisco IP Communicator
• Contact Center Operations

Agenda

• Module 1: Cisco Unified CCX Product Overview
• Module 2: Cisco Unified CCX Installation and Configuration
• Module 3: Cisco Unified CCX Scripting
• Module 4: Cisco Unified CCX ACD Operations
• Module 5: Cisco Unified CCX Premium Functions
• Module 6: Cisco Unified CCX Maintenance

Hinweise

Partner

Dieses Seminar bieten wir in Kooperation mit unserem Cisco Learning Partner Fast Lane Institute for Knowledge Transfer GmbH an.

Open Badge - Ihr digitaler Kompetenznachweis

Durch die erfolgreiche Teilnahme an einem Kurs bei IT-Schulungen.com erlangen Sie nicht nur Fachkenntnisse und Fähigkeiten, sondern bekommen zusätzlich zu Ihrem Teilnahmezertifikat ein Open Badge als digitalen Nachweis Ihrer Kompetenz.

Sie können diesen in Ihrem persönlichen und kostenfreien Mein IT-Schulungen.com Konto abrufen. Ihre verdienten Badges lassen sich problemlos in sozialen Netzwerken integrieren und weitergeben.

Mehr zu den Vorteilen von Badges

Kurz vor Durchführung