UCCXD - Unified Contact Center Express and Unified IP IVR Deployment

Objectifs

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. Upon completion of the 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

Contenu du cours

  • 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

 

 

*Formation distanciel possible  :

  • de votre entreprise 

  • de chez vous 

  • de nos locaux à Sophia Antipolis (équipement Cisco Webex Board)

Durée 

5 jours soit 35 heures

Prix public

4.090 € HT  

CLC Accepté (Cisco Learning Credit)

Langue :

Anglais

 

Dates

à Parisou distanciel *

  • 8 - 12 juin 💻⏱ 1h​

  • 22 - 26 juin 💻 📌

  • 23 - 27 novembre

à Sophia Antipolis en distanciel *

en INTRA sur demande

Public concerné

  • Channel Partner/Reseller

  • Customer

  • Employee

Pré requis 

It is recommended, but not required, that students have basic knowledge of:

  • Internetworking Fundamentals

  • Basic IP Telephony Concepts

  • Cisco Unified Communications Manager

  • Cisco IP Phones

  • Cisco IP Communicator

  • Contact Center Operations

Méthode et Moyens Pédagogiques

Ce cours allie théorie, démonstrations, discussions interactives mais aussi exercices pratiques.
Un support de cours est remis à chaque participant.
Les exercices se basent sur des labs disponible à distance.

📌 date confirmée

💻 distanciel

⏱ décalage horaire

Nouveau Cursus

SARL DIG-IT

Simplifiez vous l'IT

 

Tél : 04 92 96 96 90

Mail : sandra@formation-IT.org

Centre de Formation enregistré

sous la DA n° 93.06.07876.06

SIRET 822 060 372 00015 - APE 7022Z 

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