UCCX 10.6: Deploying Cisco Unified Contact Center Express (UCCX) Training in Mounds View, Minnesota

Module 1: Cisco Unified CCX Product Overview

• Lesson 1: Cisco Unified CCX Product Packages
• Lesson 2: Cisco Unified CCX Architecture
• Lesson 3: Designing Cisco Unified CCX

Module 2: Cisco Unified CCX Installation and Configuration

• Lesson 1: Installing Cisco Unified CCX
• Lesson 2: Managing Cisco Unified CCX
• Lesson 3: Configuring Basic Properties of Cisco Unified CCX

Module 3: Cisco Unified CCX Scripting

• Lesson 1: Installing the Cisco Unified CCX Script Editor
• Lesson 2: Creating a Basic IVR Script
• Lesson 3: Prompting and Collecting Information
• Lesson 4: Accessing an External Database
• Lesson 5: Making Decisions
• Lesson 6: Confirming Caller Input

Module 4: Cisco Unified CCX ACD Operations

• Lesson 1: Implementing Cisco Unified CCX
• Lesson 2: Scripting Fundamentals for Cisco Unified CCX
• Lesson 3: Using Desktop Administration
• Lesson 4: Advanced Cisco Unified Contact Center Express Scripting Topics

Module 5: Cisco Unified Contact Center Express Premium Functions

• Lesson 1: Using Remote Monitoring
• Lesson 2: Configuring the Outbound Dialer
• Lesson 3: Configuring CAD Agent Email and Agent Web Chat
• Lesson 4: Understanding ASR and TTS

Module 6: Deploying UCCX v10.6 Functions

• Lesson 1: Implementing Cisco Finesse
• Lesson 2: Implementing Media Sense Call Recording
• Lesson 3: Configuring Finesse Agent Email
• Lesson 4: Configuring Finesse Agent Web Chat

Module 7: UCCX Reports

• Lesson 1: Using Cisco Unified CCX Reports (Pre-v10.0)
• Lesson 2: Managing Cisco Unified Intelligence Center (CUIC)
• Lesson 3: Using Cisco Unified CCX Reports (CUIC)

Module 8: Cisco Unified CCX Maintenance

• Lesson 1: Using Cisco Unified RTMT
• Lesson 2: Using the Disaster Recovery System

Labs:

• Lab 2-1: Review Cisco Unified CCX Installation
• Lab 2-2: Provisioning Telephony and Media
• Lab 3-1: Using the Cisco Unified CCX Script Editor
• Lab 3-2: Start Your New Script
• Lab 3-3: Prompt and Collect Information from a Caller
• Lab 3-4: Access a Database
• Lab 3-5: Loops, Counters, and Decision-Making
• Lab 3-6: Confirming Caller Input
• Lab 4-1: Configuring Cisco Unified CCX
• Lab 4-2: Cisco Unified CCX Scripting
• Lab 4-3: Using the Cisco Desktop Work Flow Administrator
• Lab 4-4: Advanced Cisco Unified CCX Scripting Techniques
• Lab 4-5: Cisco Unified CCX Reporting (Legacy, Optional)
• Lab 5-1: Remote Monitoring (Optional)
• Lab 5-2: Outbound Preview Dialing
• Lab 5-3: Agent E-Mail and Web Chat (Legacy, Optional)
• Lab 5-4: Spoken Names and Automatic Speech Recognition (Optional)
• Lab 6-1: Deploying Cisco Finesse for UCCX
• Lab 6-2: Implementing Unified CM – Based MediaSense Call Recording
• Lab 6-3: Using Finesse 3rd Party Gadgets
• Lab 6-4: Configuring Finesse Web Chat and Agent Email
• Lab 7-1: Managing Cisco Unified Intelligence Center (CUIC)
• Lab 8-1: Using the Cisco Unified Real-Time Monitoring Tool (RTMT)