Deploying Cisco Unified Contact Centre Express (UCCXD v 3.0)

Duration: 5 days

Exam: 642-162

Course Price: £1995 +VAT

Prerequisites

Learner Skills and Knowledge Required:
Internetworking fundamentals
Basic IP telephony fundamentals
Cisco Unified Communications Manager deployments
Cisco IP Phones and Cisco IP Communicator
Contact Centre Operations
Microsoft Windows Server 2000, 2003, XP
MS SQL 2000, MSDE databases

Who should attend

Channel Partner
Reseller
Customer
Employee

This course provides knowledge and hands-on deployment experience for Unified Contact Centre Express and Unified IP IVP. Deployment tasks include planning, installation, configuration, administration, script development, agent and supervisor deployments and troubleshooting.

Course Objectives

Design and plan a Unified Contact Centre Express and a Unified IP IVR implementation
Install or discuss all CRS components, servers and clients
Configure all CRS components
Build workflow applications to exploit Unified IP IVR features and capabilities
Build contact centre workflows to exploit Unified Contact Center Express features and capabilities
Deploy and use Agent and Supervisor Desktop software
Deploy Outbound Preview Dialer for Unified CCX
Troubleshoot installations and workflows

Course outline

Designing and Ordering I
Installation and Configuration
CCX Script Editor
Basic Script Editor Steps
Caller and System Inputs
Database Access
Logical Operations
Call Transfers
Configuring Unified Contact Center Express
Desktop Product Suite
CCX Script Techniques
Cisco Desktop Administration
Remote Monitoring
Outbound Preview Dialer
Session Management
Reports
Servicing and Troubleshooting

Future Sessions

Location	Date	Price	Book or Enquire
For future sessions please enquire on 0845 850 8060.