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UCCXD - Deploying Cisco Unified Contact Center Express v6.0

  • Tuition USD $3,995
  • Reviews star_rate star_rate star_rate star_rate star_half 944 Ratings
  • Course Code 3966
  • Duration 5 days
  • Available Formats Classroom, Virtual
This course includes Cisco Training Exclusives

Accelerate your Cisco learning experience with complimentary access to the IT Skills Video On-Demand Library, Introduction to Cybersecurity digital learning course, course recordings, IT Resource Library, and digital courseware.

In this course, you'll gain an understanding of Ciscos Unified Contact Center Express (Unified CCX) product and all of its associated client applications and scripting tools. You will learn about all of the Unified CCX components, servers, deployment options, and clients. You will learn how to perform capacity planning, choose the correct product features, and install the product.

Our instructors place major emphasis on the Unified CCX script editing tool, Unified CCX Editor, which allows administrators to script the contact centers caller experience through the system, including queries, recordings, menu input, digit string input, and database operations. You will cover the Cisco Finesse Agent and Supervisor Desktops as well as the Finesse Desktop Administration tool to optimize the call agents desktop display and options, supervisor optimization of the call center, and reporting options and customizations. You will explore Automatic Speech Recognition (ASR) and Text-to-Speech (TTS) technologies, Social Miner, and Outbound Dialing technologies and youll examine options for troubleshooting, reporting, and maintaining the system.

Our voice network labs use the latest hardware and software and all of our IP telephony courses provide a simulated public switched telephone network (PSTN).

Skills Gained

  • Planning and deploying a Cisco Unified CCX system version 11.0
  • Telephony and media configuration for deployment with CUCM
  • Scripting techniques and best practices
  • Scripting operations including greeting, prompt and collect, caller input, database queries, and logic
  • Time-of-day and holiday operations
  • Queue management and best practices for queuing
  • Finesse Agent, Finesse Supervisor, and Finesse Administrator
  • Cisco IP Phone Agent
  • Session Management
  • CUIC and real-time reporting
  • Remote Monitoring
  • Outbound preview dialing
  • TTS and ASR
  • Real-Time Monitoring
  • Disaster recovery

 

Who Can Benefit

  • Systems integrators who deploy Cisco Unified CCX

  • System engineers, architects, and support staff who:

 

  • Maintain and configure Finesse supervisor and Finesse agent clients 
  • Write scripts and maintain script integrity 
  • Require a fundamental understanding of the issues and solutions related to implementation 
  • Maintain the server system and telephony system for the contact center

Prerequisites

  • Working knowledge of fundamental terms and concepts of computer networking, including LANs, WANs, and IP switching and routing 
  • Basic knowledge of CUCM
  • Basic knowledge of contact center operations 
  • Familiarity with Microsoft desktop applications and SQL database operations

How do I enroll?

A comprehensive listing of ExitCertified courses can be found here. You can register directly for the required course/location when you select "register". If you have any questions or prefer to speak with an ExitCertified education consultant directly, please submit your query here. A representative will contact you shortly.

How do I pay for a class?

You can pay at the time of registration using credit card (Mastercard/Visa/American Express) cheque or PO.

When does class start/end?

Classes begin promptly at 9:00 am, and typically end at 5:00 pm.

Does the course schedule include a Lunchbreak?

Lunch is normally an hour long and begins at noon. Coffee, tea, hot chocolate and juice are available all day in the kitchen. Fruit, muffins and bagels are served each morning. There are numerous restaurants near each of our centers, and some popular ones are indicated on the Area Map in the Student Welcome Handbooks - these can be picked up in the lobby or requested from one of our ExitCertified staff.

How can someone reach me during class?

If someone should need to contact you while you are in class, please have them call the center telephone number and leave a message with the receptionist.

What languages are used to deliver training?

Most courses are conducted in English, unless otherwise specified. Some courses will have the word "FRENCH" marked in red beside the scheduled date(s) indicating the language of instruction.

What does GTR stand for?

GTR stands for Guaranteed to Run; if you see a course with this status, it means this event is confirmed to run. View our GTR page to see our full list of Guaranteed to Run courses.

Everything went well. Enrollment process was easy and I always felt welcomed throughout the whole experience.

The training class was very well organized and the instructor, Joel, did an excellent job. He was very knowledgable and engaging and was very good at making things make sense.

The instructor was very good but there were a few technical problems form cognizant's end that made things difficult from time to time.

This course was like drinking from a fire hose without the option to swallow. While the course covered an array of topics that I believe are important to anyone desiring to dive into AWS, it had little room where the participants could digest what they received and maintain pace. It is highly unlikely that after reviewing the materials in presentation form at top speeds and trying to navigate the labs, a good amount is retained. The labs really amount to seeing if you can follow what was written and do each step and not so much of seeing if you can apply what you know. I did enjoy the class but only after I accepted the fact that it was an excellent way to get started and it will be required for me to circle back repeatedly to get a working understanding of the materials. I would recommend more interaction with the attendees throughout the course rather than just during the true/false question session. Having said that I do plan to take more training, but its my opinion that more is learned and retained when the attendees are engaged. I also thought that the study and lab materials should have been more flexible with an annotation option.

Joel Rosenblum is an excellent instructor. Would gladly take more courses he taught. Extremely knowledgeable with the content and real world experience with the tech. Gotcha issues provided by him to look for in tech were very useful. Very friendly and available during and after class time.

Tom Peters was very helpful initially and once voucher was confirmed valid. Tom P required Kyle Banas to approve my voucher that was earned for selling certain quantity of M365 licenses. Request confirmation voucher was valid less than 3 months from notification. Tom P CC'd Kyle B on email to confirm. Kyle to several weeks and MANY email requests without ever responding to request. Tom P eventually approved the voucher.

Content was excellent. Labs and lab environment was excellent.

1 options available

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  • GTR Nov 30, 2020 Dec 4, 2020 (5 days)
    Location
    Virtual, CA
    Language
    English
    Time
    10:00 AM 6:00 PM EDT
    Enroll
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