In this course, students learn to plan and implement the deployment of Unified Contact Center express (Univied CCX) v4.0 and Unified IP IVR in a Contact Center. Tasks include planning, installation, configuration, scripting, troubleshooting and application creation. The course prepares students for the exam 642-165 (UCCX) – Cisco Unified Contact Center Express Specialist.
Course Contents
• Design and Product Overview
• Installation and Configuration
• CCX Script Editor and First Steps
• Caller Transfer
• Logical Operations,
• Configuring Unified CCX
• Cisco Desktop Administration
• Remote and Real-Time Monitoring
• Outbound Preview Dialer
• Reports
• Troubleshooting
Knowledge Prerequisites
A working knowledge of networking fundamentals, VoIP, the Cisco Unified Communications Manager, Cisco IP Phones, the Cisco IP Communicator and Contact Centers is required. Moreover, students need experience with Microsoft Windows 2000, 2003, XP and MS SQL Server.
UCCX
International Site
