UCCXD Training Bangalore,india

Voipacademy
In Bangalore

Rs70001-80000
You can also call the Study Centre
99008... More
Compare this course with other similar courses
See all

Important information

Description

Important information
Venues

Where and when

Starts Location
On request
Bangalore
jayanagar, 56011, Karnataka, India
See map
On request
Bangalore
#156, 10th Cross, 1st Block, Jayanagar, Bangalore, 560011, Karnataka, India
See map

Course programme

UCCXD v4.0 - Deploying Unified Contact Center Express Software v8.0
Duration: 5 Day Hands-On Lab & Lecture Course

Objectives
Upon completing this course, the learner will be able to meet these overall objectives:
• Design and plan a Cisco Unified CCX v8.0 and a Cisco Unified IP IVR implementation
• Install or discuss all Cisco Unified CCX v8.0 components, servers, and clients
• Configure all Cisco Unified CCX v8.0 components
• Build work flow applications to exploit Cisco Unified IP IVR features and capabilities
• Build contact center work flows to exploit Cisco Unified Contact Center Express v8.0 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 Dialer
• Deploy Agent Email
• Deploy Automatic Speech Recognition and text-to-speech applications
• Discuss maintenance activities
Course Outline
• Module 1: Cisco Unified Contact Center Express v8.0 Product Overview
o Lesson 1: Cisco Unified Contact Center Express v8.0 Product Packages
 Cisco Unified CCX v8.0 Product Family
 Cisco Unified CCX v8.0 Primary Functions
 Cisco Unified CCX v8.0 Product Package Options
 Cisco Unified Communications Manager Express Deployment Limitations
 Cisco Unified CCX v8.0 Compatibility
 Cisco Unified CCX v8.0 Operating Systems
 Cisco Unified CCX v8.0 Hardware Compatibility Options
 Cisco Unified CCX v8.0 Scalability
o Lesson 2: Cisco Unified Contact Center Express v8.0 Architecture
 Cisco Unified CCX v8.0 Environment
 Cisco Unified CCX v8.0 Cluster Components
 Cisco Unified CCX v8.0 Datastores
 Cisco Unified CCX v8.0 Integration Models
o Lesson 3: Cisco Unified Contact Center Express v8.0 Design and Order Tools
 Terminology
 Calculating Requirements
 Cisco Unified Communications Sizing Tool
 Cisco Solution Expert
 Network Considerations from the SRND
• Module 2: Installing and Configuring Cisco Unified Contact Center Express v8.0
o Lesson 1: Installing Cisco Unified Contact Center Express v8.0
 Preliminary Considerations
 Server Installation
 Server Setup – Single Server or First Node
 Second Server Installation and Setup
 Cisco Unified CCX v8.0 Setup for Cisco Unified Communications Manager Express
 Installation Log Files
 Upgrading Cisco Unified CCX v8.0
 Migrating to a Virtual Server
o Lesson 2: Cisco Unified Contact Center Express v8.0 Management
 Cisco Unified Communications Manager Administration
 Cisco Unified CCX v8.0 Administration
 Cisco Unified CCX v8.0 Subsystems
 Administrative Tools
 Supervisor and User Web Pages
 Cisco Desktop Work Flow Administrator
 Cisco Desktop Administrator
 Serviceability and Maintenance Summaries
o Lesson 3: Call Process and Basic Cisco Unified Contact Center Express v8.0 Configuration
 Terms Defined
 Call Flow Process
 Basic Cisco Unified CCX v8.0 Configuration
 Configuration Wizards
• Module 3: Cisco Unified Contact Center Express v8.0 Scripting
o Lesson 1: Cisco Unified Contact Center Express v8.0 Script Editor
 Installing the Cisco Unified CCX v8.0 Script Editor
 Knowing Your Script Editor
 Script Management: Four Steps
 Debugging a Script
o Lesson 2: Creating a Basic IVR Script
 Starting a New Script
 Start and End Steps
 Accept and Terminate Steps
 Annotate Step
 Play Prompt Step
 Get Call Contact Info Step
 Delay Step
o Lesson 3: Prompting and Collecting Information
 Get Digit String Step
 Menu Step
 Recording Step
 Name to User Step
 Set Step
 Contact Info Steps
 Call Redirect Step
o Lesson 4: Accessing an External Database
 Database Overview
 Installing a JDBC Driver
 Database Subsystem Setup
 Database Steps
o Lesson 5: Loops, Counters, and Decision Making
 Label and Goto Steps
 Increment Step
 Decrement Step
 Boolean Operators
 If Step
 Switch Step
o Lesson 6: Confirming Caller Input
 Create Generated Prompt Step
 Confirmation Steps
 Create Conditional Prompt Step
 Create Container Prompt Step
• Module 4: Cisco Unified Contact Center Express v8.0 ACD Operations
o Lesson 1: Cisco Unified Contact Center Express v8.0
 Components Defined
 Client Configuration Tool
 IP Phone Agent
 Cisco Agent Desktop Interface
 Cisco Supervisor Desktop
 The Call Flow Revisited
 Configuring Cisco Unified CCX v8.0
o Lesson 2: Cisco Unified Contact Center Express v8.0 Scripting Fundamentals
 Basic Script Flow Overview
 Select Resource
 Connect
 Call Hold and Call Unhold
 Get Reporting Statistic
 Set Enterprise Call Info
 Set Priority
 Dequeue
o Lesson 3: Cisco Desktop Work Flow Administrator Fundamentals
 Cisco Desktop Administration Overview and Installation
 Cisco Agent Desktop Configuration Setup
 Work Flow Configuration
 Work Flow Groups Configuration
 Voice Contact Work Flows
 Agent Management Work Flows
 Cisco Desktop Administrator
o Lesson 4: Advanced Cisco Unified Contact Center Express v8.0 Scripting Topics
 Day of Week
 Time of Day
 Holiday Routing
 Call Subflow
 Get Reporting Statistic
 Exception Handling
 Data Type Conversions
 Data Manipulation
 Email Contacts
 HTTP-Triggered Applications
o Lesson 5: Cisco Unified Contact Center Express v8.0 Reporting
 Reporting Overview
 Real-Time Reports
 Historical Reporting
• Module 5: Cisco Unified Contact Center Express v8.0 Premium Functions
o Lesson 1: Remote Monitoring
 Remote Monitoring Overview
 Remote Monitoring Configuration
 CSQ Device IDs
o Lesson 2: Outbound Preview Dialer
 Outbound Preview Dialer Overview
 Outbound Agent Call Experience
 Outbound Preview Dialer Configuration
 Outbound Dialer Reports
 Troubleshooting
o Lesson 3: Agent Email
 Defining Agent Email
 Creating Email CSQs
 Defining Accounts in Microsoft Exchange
 Agent Email Settings
o Lesson 4: Automatic Speech Recognition and Text-to-Speech
 Defining ASR and TTS
 Provisioning ASR and TTS
 Provisioning the ASR Subsystem
 Provisioning the TTS Subsystem Grammars
 Script Editor Steps
 Spoken Names
 Text-to-Speech
• Module 6: Cisco Unified Contact Center Express v8.0 Maintenance Tools
o Lesson 1: Real-Time Monitoring Tool
 Cisco Unified RTMT Concepts
 Installing Cisco Unified RTMT
 Performance Monitoring
 Alert Central
 Trace and Log Central
o Lesson 2: Cisco Unified Analysis Manager
 Cisco Unified Analysis Manager Overview
 Inventory
 Tools
 Administration
o Lesson 3: Disaster Recovery System
 DRS Overview
 Performing Backups
 Restoring a Backup
Lab Outline
o Overview
o Lab Topology
o Hardware and Software Requirements
o Admin Server Installation and Configuration
o Cisco Unified Communications Manager Server Installation and Configuration
o ASR/TTS Server Setup
o Cisco Unified Contact Center Express v8.0 Server Installation and Configuration
o Student Pod Configuration
o Teardown and Restoration


Compare this course with other similar courses
See all