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

Seminarinformationen

Seminar - Ziel

• 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

Teilnehmer - Zielgruppe

• Channel Partner/Reseller
• Customer
• Employee

Kurs - Voraussetzungen

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

Seminardauer

• 5 Tage
• 09:00 Uhr bis 17:00 Uhr

Schulungsunterlagen

• nach Absprache

Seminar-Inhalt / 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

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