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5
DEPLOYMENT TRAINING
This course, Deploying Cisco Unified Contact Center Express (UCCX) v10.6 provides the student with hands-on
experience and knowledge of tasks typically performed during contact center deployment. This includes the
deployment of Cisco Unified Contact Center Express and Cisco Unified IP Interactive Voice Response (IVR)
(Cisco Unified CCX and Cisco Unified IP IVR) as contact center solutions. Tasks include planning, installation,
and configuration, scripting, and troubleshooting.
COURSE OUTLINE
Module 1: Cisco Unified CCX Product Overview
Cisco Unified CCX Product Packages
Cisco Unified CCX Architecture
Designing Cisco Unified CCX
Module 2: Cisco Unified CCX Installation and Configuration
Installing Cisco Unified CCX
Managing Cisco Unified CCX
Configuring Basic Properties of Cisco Unified CCX
Module 3: Cisco Unified CCX Scripting
Installing the Cisco Unified CCX Script Editor
Creating a Basic IVR Script
Prompting and Collecting Information
Accessing an External Database
Making Decisions
Confirming Caller Input
Module 4: Cisco Unified CCX ACD Operations
Implementing Cisco Unified CCX
Scripting Fundamentals for Cisco Unified CCX
Using Desktop Administration
Advanced Cisco Unified Contact Center Express Scripting Topics
Module 5: Cisco Unified Contact Center Express Premium Functions
Using Remote Monitoring
Configuring the Outbound Dialer
Configuring CAD Agent Email and Agent Web Chat
Module 6: Deploying UCCX v10.6 Functions
Implementing Cisco Finesse
Implementing Media Sense Call Recording
Configuring Finesse Agent Email
Configuring Finesse Agent Web Chat
Module 7: UCCX Reports
Using Cisco Unified CCX Reports (Pre-v10.0)
Managing Cisco Unified Intelligence Center (CUIC)
Using Cisco Unified CCX Reports (CUIC)
Module 8: Cisco Unified CCX Maintenance
Using Cisco Unified RTMT
Using the Disaster Recovery System
Labs
Review Cisco Unified CCX Installation
Provisioning Telephony and Media
Using the Cisco Unified CCX Script Editor
Start Your New Script
Prompt and Collect Information from a Caller
Access a Database
Loops, Counters, and Decision-Making
Confirming Caller Input
Configuring Cisco Unified CCX
Cisco Unified CCX Scripting
Using the Cisco Desktop Work Flow Administrator
Advanced Cisco Unified CCX Scripting Techniques
Cisco Unified CCX Reporting (Legacy, Optional)
Remote Monitoring (Optional)
Outbound Preview Dialing
Agent E-Mail and Web Chat (Legacy, Optional)
Spoken Names and Automatic Speech Recognition (Optional)
Deploying Cisco Finesse for UCCX
Implementing Unified CM - Based MediaSense Call Recording
Using Finesse 3rd Party Gadgets
Configuring Finesse Web Chat and Agent Email
Managing Cisco Unified Intelligence Center (CUIC)
Using the Cisco Unified Real-Time Monitoring Tool (RTMT)