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UCCXD London

Unified Contact Center Express & Unified IP IVR Deployment

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Course Overview :

Cisco IP Contact Center Express Specialist UCCXD 642-165

Course Title: Unified Contact Center Express & Unified IP IVR Deployment

Course Code: UCCXD 642-165
Duration: 5 Days


Course Overview

The Unified Contact Center Express & Unified IP IVR Deployment (UCCXD) Cisco training course has been designed to provide candidates with practical experience and knowledge of tasks which are typically performed during contact center deployment. This includes the deployment of Cisco Unified Contact Center Express (CCX) and Cisco Unified IP Interactive Voice Response (IVR) as contact center solutions. Tasks covered by the course content include planning, installation and configuration, scripting and troubleshooting.

Please note that this course is based on UCCX release 8.0.

Target Audience

Candidates who should consider attending the UCCXD 642-165 Cisco training course include Cisco Channel Partners and Resellers, system engineers and customers that deploy and maintain Unified Contact Center Express products. This course is also useful for candidates looking to prepare for the CCIE Voice exam as it covers the use of the CRS server for IP IVR and Call Centre type ACD applications.

Course Objectives

On successfully completing the UCCXD 642-165 course you will be able to:
  • Design and plan a Cisco Unified CCX and a Cisco Unified IP IVR implementation
  • Install or discuss all Cisco Unified CCX components, servers, and clients
  • Configure all Cisco Unified CCX components
  • Build workflow applications to exploit Cisco Unified IP IVR features and capabilities
  • Build contact center workflows to exploit Cisco Unified Contact Center Express features and capabilities
  • Deploy and use Cisco Agent and Supervisor Desktop software
  • Deploy the Cisco Desktop Work Flow Administrator and set contact center options
  • Use real-time and historical reporting
  • Deploy the Outbound Preview Dialler
  • Deploy Agent Email
  • Deploy automatic speech recognition and text-to-speech applications
  • Discuss maintenance activities

Course Prerequisites

Candidates attending the UCCXD 642-165 Cisco training course are required to have prior knowledge of internetworking fundamentals - ICND1 and ICND2 or CCNABC are recommended. Candidates should have a basic knowledge of IP telephony concepts and ICOMM is recommended. Candidates should also have worked previously with Cisco Unified Communication Manager deployments and CIPT1 is recommended.

Candidates are also required to have prior knowledge of Cisco IP Phones, Cisco IP Communicator, Contact Center Operations, Microsoft Windows 2000, 2003, XP as well as MS SQL 2000 and MSDE Databases before attending this course.

Testing and Certification

The UCCXD Cisco training course is the recommended preparation for the 642-165 UCCX - Unified Communications Contact Center Express Implementation exam which is required to achieve the Cisco IP Contact Center Express Specialist Certification.

Course Content

Cisco Unified CCX Product Overview:
  • Cisco Unified CCX Product Packages
  • Cisco Unified CCX Architecture
  • Cisco Unified CCX Design and Order Tools
Installing and Configuring Cisco Unified CCX:
  • Installing Cisco Unified CCX
  • Cisco Unified CCX Management
  • Call Process and Basic Cisco Unified CCX Configuration
Cisco Unified CCX Scripting:
  • Cisco Unified CCX Script Editor
  • Creating a Basic IVR Script
  • Prompting and Collecting Information
  • Accessing an External Database
  • Loops, Counters, and Decision Making
  • Confirming a Caller`s Input
Cisco Unified CCX ACD Operations:
  • Cisco Unified CCX
  • Cisco Unified CCX Scripting Fundamentals
  • Cisco Desktop Work Flow Administrator Fundamentals
  • Advanced Cisco Unified CCX Scripting Topics
  • Cisco Unified CCX Reporting
Cisco Unified CCX Premium Functions:
  • Remote Monitoring
  • Outbound Preview Dialler
  • Agent Email
  • Automatic Speech Recognition and Text to Speech
Cisco Unified CCX Maintenance:
  • Real-Time Monitoring Tool
  • Cisco Unified Analysis Manager
  • Disaster Recovery System

Labs

  • Lab 1-1: Sizing and Ordering Cisco Unified CCX
  • Lab 2-1: Review Cisco Unified CCX Installation
  • Lab 2-2: Provisioning Telephony and Media
  • Lab 3-1: Installing the Unified CCX Editor
  • Lab 3-2: Start your New Locator Script
  • Lab 3-3: Prompt and Collect Information from a Caller
  • Lab 3-4: Accessing a Database
  • Lab 3-5: Loops, Counters, and Decision Maker
  • Lab 3-6: Confirming Caller Input
  • Lab 4-1: Configuring Unified CCX
  • Lab 4-2: Unified CCX Scripting
  • Lab 4-3: Using the Cisco Desktop Work Flow Administrator
  • Lab 4-4: Advanced Unified CCX Scripting Techniques
  • Lab 4-5: Unified CCX Reporting
  • Lab 5-1: Remote Monitoring
  • Lab 5-2: Outbound Preview Dialling
  • Lab 5-3: Agent Email
  • Lab 5-4: Spoken Names and Automatic Speech recognition
  • Lab 6-1: Using the Cisco Unified real time monitoring tool
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