Deploying Cisco Unified Contact Center Express [UCCXD]

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Startdatum und Ort

Deploying Cisco Unified Contact Center Express [UCCXD]

Global Knowledge Network Netherlands B.V.
Logo von Global Knowledge Network Netherlands B.V.
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Startdaten und Startorte

placeNieuwegein (Iepenhoeve 5)
16. Jan 2023 bis 20. Jan 2023
Details ansehen
event 16. Januar 2023, 09:00-16:30, Nieuwegein (Iepenhoeve 5), NL215233.1
event 17. Januar 2023, 09:00-16:30, Nieuwegein (Iepenhoeve 5), NL215233.2
event 18. Januar 2023, 09:00-16:30, Nieuwegein (Iepenhoeve 5), NL215233.3
event 19. Januar 2023, 09:00-16:30, Nieuwegein (Iepenhoeve 5), NL215233.4
event 20. Januar 2023, 09:00-16:30, Nieuwegein (Iepenhoeve 5), NL215233.5
computer Online: VIRTUAL TRAINING CENTRE
16. Jan 2023 bis 20. Jan 2023
Details ansehen
event 16. Januar 2023, 09:00-16:30, VIRTUAL TRAINING CENTRE, NL215233V.1
event 17. Januar 2023, 09:00-16:30, VIRTUAL TRAINING CENTRE, NL215233V.2
event 18. Januar 2023, 09:00-16:30, VIRTUAL TRAINING CENTRE, NL215233V.3
event 19. Januar 2023, 09:00-16:30, VIRTUAL TRAINING CENTRE, NL215233V.4
event 20. Januar 2023, 09:00-16:30, VIRTUAL TRAINING CENTRE, NL215233V.5
placeNieuwegein (Iepenhoeve 5)
17. Apr 2023 bis 21. Apr 2023
Details ansehen
event 17. April 2023, 09:00-16:30, Nieuwegein (Iepenhoeve 5), NL215234.1
event 18. April 2023, 09:00-16:30, Nieuwegein (Iepenhoeve 5), NL215234.2
event 19. April 2023, 09:00-16:30, Nieuwegein (Iepenhoeve 5), NL215234.3
event 20. April 2023, 09:00-16:30, Nieuwegein (Iepenhoeve 5), NL215234.4
event 21. April 2023, 09:00-16:30, Nieuwegein (Iepenhoeve 5), NL215234.5
computer Online: VIRTUAL TRAINING CENTRE
17. Apr 2023 bis 21. Apr 2023
Details ansehen
event 17. April 2023, 09:00-16:30, VIRTUAL TRAINING CENTRE, NL215234V.1
event 18. April 2023, 09:00-16:30, VIRTUAL TRAINING CENTRE, NL215234V.2
event 19. April 2023, 09:00-16:30, VIRTUAL TRAINING CENTRE, NL215234V.3
event 20. April 2023, 09:00-16:30, VIRTUAL TRAINING CENTRE, NL215234V.4
event 21. April 2023, 09:00-16:30, VIRTUAL TRAINING CENTRE, NL215234V.5
placeNieuwegein (Iepenhoeve 5)
17. Jul 2023 bis 21. Jul 2023
Details ansehen
event 17. Juli 2023, 09:00-16:30, Nieuwegein (Iepenhoeve 5), NL215235.1
event 18. Juli 2023, 09:00-16:30, Nieuwegein (Iepenhoeve 5), NL215235.2
event 19. Juli 2023, 09:00-16:30, Nieuwegein (Iepenhoeve 5), NL215235.3
event 20. Juli 2023, 09:00-16:30, Nieuwegein (Iepenhoeve 5), NL215235.4
event 21. Juli 2023, 09:00-16:30, Nieuwegein (Iepenhoeve 5), NL215235.5
computer Online: VIRTUAL TRAINING CENTRE
17. Jul 2023 bis 21. Jul 2023
Details ansehen
event 17. Juli 2023, 09:00-16:30, VIRTUAL TRAINING CENTRE, NL215235V.1
event 18. Juli 2023, 09:00-16:30, VIRTUAL TRAINING CENTRE, NL215235V.2
event 19. Juli 2023, 09:00-16:30, VIRTUAL TRAINING CENTRE, NL215235V.3
event 20. Juli 2023, 09:00-16:30, VIRTUAL TRAINING CENTRE, NL215235V.4
event 21. Juli 2023, 09:00-16:30, VIRTUAL TRAINING CENTRE, NL215235V.5
placeNieuwegein (Iepenhoeve 5)
16. Okt 2023 bis 20. Okt 2023
Details ansehen
event 16. Oktober 2023, 09:00-16:30, Nieuwegein (Iepenhoeve 5), NL215236.1
event 17. Oktober 2023, 09:00-16:30, Nieuwegein (Iepenhoeve 5), NL215236.2
event 18. Oktober 2023, 09:00-16:30, Nieuwegein (Iepenhoeve 5), NL215236.3
event 19. Oktober 2023, 09:00-16:30, Nieuwegein (Iepenhoeve 5), NL215236.4
event 20. Oktober 2023, 09:00-16:30, Nieuwegein (Iepenhoeve 5), NL215236.5
computer Online: VIRTUAL TRAINING CENTRE
16. Okt 2023 bis 20. Okt 2023
Details ansehen
event 16. Oktober 2023, 09:00-16:30, VIRTUAL TRAINING CENTRE, NL215236V.1
event 17. Oktober 2023, 09:00-16:30, VIRTUAL TRAINING CENTRE, NL215236V.2
event 18. Oktober 2023, 09:00-16:30, VIRTUAL TRAINING CENTRE, NL215236V.3
event 19. Oktober 2023, 09:00-16:30, VIRTUAL TRAINING CENTRE, NL215236V.4
event 20. Oktober 2023, 09:00-16:30, VIRTUAL TRAINING CENTRE, NL215236V.5

Beschreibung

Ontdek de verschillende trainingsmogelijkheden bij Global Knowledge

Online of op locatie er is altijd een vorm die bij je past.

Kies op welke manier jij of je team graag een training wilt volgen. Global Knowledge bied je verschillende trainingsmogelijkheden. Je kunt kiezen uit o.a. klassikaal, Virtueel Klassikaal (online), e-Learning en maatwerk. Met onze Blended oplossing kun je de verschillende trainingsvormen combineren.

OVERVIEW

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.

This course is based on UCCX v11.0 release.

OBJECTIVES

After you complete this 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 C…

Gesamte Beschreibung lesen

Frequently asked questions

Es wurden noch keine FAQ hinterlegt. Falls Sie Fragen haben oder Unterstützung benötigen, kontaktieren Sie unseren Kundenservice. Wir helfen gerne weiter!

Ontdek de verschillende trainingsmogelijkheden bij Global Knowledge

Online of op locatie er is altijd een vorm die bij je past.

Kies op welke manier jij of je team graag een training wilt volgen. Global Knowledge bied je verschillende trainingsmogelijkheden. Je kunt kiezen uit o.a. klassikaal, Virtueel Klassikaal (online), e-Learning en maatwerk. Met onze Blended oplossing kun je de verschillende trainingsvormen combineren.

OVERVIEW

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.

This course is based on UCCX v11.0 release.

OBJECTIVES

After you complete this 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

AUDIENCE

Engineers involved in the deployment and maintenance of Unified Contact Center Express products.

CERTIFICATION

Recommended preparation for exam(s):

  • 500-052 - UCCXD - Deploying Cisco Unified Contact Center Express

This exam is required for the Cisco IP Contact Center Express Specialist Certification

CONTENT

Cisco Unified CCX Product Introduction

  • Cisco Unified CCX Product Packages
  • Cisco Unified CCX Architecture
  • Designing Cisco Unified CCX

Cisco Unified CCX Installation and Configuration

  • Installing Cisco Unified CCX
  • Managing Cisco Unified CCX
  • Configuring Basic Properties of Cisco Unified CCX

Cisco Unified CCX Scripting

  • Understanding Script Editor Basics 
  • Creating a Basic IVR Script
  • Prompting and Collecting Information
  • Accessing an External Database
  • Making Decisions
  • Confirming Caller Input

Cisco Unified CCX ACD Operations

  • Implementing Cisco Unified CCX
  • Scripting Fundamentals for Cisco Unified CCX
  • Using Finesse Administration and Call Recording 
  • Advanced Scripting Topics for Cisco Unified CCX  
  • Using Cisco Unified CCX Reports

Cisco Unified CCX Premium Functions 

  • Configuring the Outbound Dialer
  • Agent Email and Agent Web Chat
  • Understanding ASR and TTS

Cisco Unified CCX Maintenance

  • Using Cisco Unified RTMT
  • Using Disaster Recovery System

Labs

  • Lab 1: Review Cisco Unified CCX Installation
  • Lab 2: Provisioning Telephony and Media
  • Lab 3: Understanding Script Editor Basics
  • Lab 4: Start your New Locator Script
  • Lab 5: Prompt and Collect Information from a Caller
  • Lab 6: Accessing a Database
  • Lab 7: Loops, Counters, and Decision-Making
  • Lab 8: Confirming Caller Input
  • Lab 9: Configuring Cisco Unified CCX
  • Lab 10: Cisco Unified CCX Scripting
  • Lab 11: Using Finesse Administration and Call Recording 
  • Lab 12: Advanced Cisco Unified CCX Scripting Techniques
  • Lab 13: Cisco Unified Contact Center Express Reporting  
  • Lab 14: Outbound Preview Dialing
  • Lab 15: Agent Email and Web Chat
  • Lab 16: Spoken Names and Automatic Speech Recognition
  • Lab 17: Using the Cisco Unified Real-time Monitoring Tool

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