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Shaping the future of IT skills

Maximising IT performance through learning

Cisco Unified Contact Centre Express Advanced Administration - CUCCXAA

WGAC-CSC-CUCCXAA

Cisco

Description

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Introduction

The course will provide the skills and knowledge necessary for day-to-day administration and management tasks of Cisco Unified Contact Centre Express in a Cisco Unified Communications Manager deployment. The focus will be on the administrative tasks required for adding, moving and changing agents as well as administering Cisco Unified Contact Centre Express messaging features. Delegates will learn how to create and modify Cisco Unified Contact Centre Express scripts.

Duration: 4 days

Pricing is for mainland UK delivery only.

We can
deliver the training in all the main European languages.

Indicative
cost for EMEA delivery £POA


Prerequisites & Audience

A basic knowledge of data and voice networks. Delegates do not require any previous experience with Cisco Unified Contact Centre Express.

Course Benefits
Course Topics
IP Telephony and Call Centre Integration Overview.
Cisco Unified Contact Centre Express Architecture.
Cisco Unified CCX Editor Overview.
Deployment Models used for Cisco Unified Contact Centre Express.
IP Telephony and Call Centre Call Flows.
Cisco Unified Contact Centre Express features.
Agent and Supervisor Roles.
User Privileges.
CTI Route Point and CTI Ports.
Applications, Triggers and Call Centre Queues.
Administering Prompts.
Administering Scripts.
Add/Delete/Modify Users.
Assigning Agents to Call Centre Queues.
Administration of Cisco Unified Communications Manager Integration and Configuration.
Verifying/Changing How Calls are Distributed from Call Centre Queues to Agents.
Administration of Call Centre Resources (Agents and Supervisors).
Administering Skills Based Resources and Teams.
Assigning/Modifying Skills and Skill Levels to Agents.
Introduction to the various Unified Contact Centre Express Agents.
Cisco Finesse.
Cisco IP Phone Agent.
Cisco Agent Desktop Installation and Configuration.
Cisco Supervisor Desktop Installation and Configuration.
Using the Unified Contact Centre Express Agents.
Unified Contact Centre Express Supervisor Web Page.
Using the Cisco Supervisor Desktop.
Monitoring Agents.
Administration tasks in High Availability Deployments.
Managing Localization and Time Zone Support.
Administration of Outbound Dialing Campaigns.
Monitoring and Recording.
Cisco Desktop Work Flow Administrator.
Quality Management.
License Administration.
Serviceability, Administration, Reports & Troubleshooting.
Administration of Historical Reports.
Real Time Reports.
Cisco Unified Intelligence Center.
Database Backup and Restore.
Real Time Monitoring Tool.
UCCX Script Editor
Creating and Modifying Scripts
Script steps and variables
Testing and Verifying Scripts

Additional topics may be added on request.

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