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Cisco Unified Contact Centre Express UCCX Video Call Centre Implementation with Jabber - UCCXVCCI

WGAC-CSC-UCCXVCCI

Cisco

Description

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Introduction

This instructor-led course focuses on configuration, administration and troubleshooting of a Video Call Centre implementation using Cisco Unified Contact Centre Express, Cisco Unified Communications Manager, Cisco Jabber Guest and Cisco MediaSense in single and multi-site deployments. There is a strong emphasis on lab oriented tasks for delegates to configure Cisco Unified Contact Centre Express integration with Cisco Unified Communications Manager and explore the Cisco Unified Contact Centre Express features. Delegates will configure and test a new Cisco Unified Contact Centre Express installation and build advanced scripts for call handling. The course runs as a ‘workshop’ environment where delegates can also make use of the instructors’ consultancy skills for specific areas of interest to them additional theory about the Cisco Contact Centre Express.

Duration: 5 days

Pricing is for mainland UK delivery only.

Indicative cost for EMEA delivery £POA

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

Prerequisites & Audience

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

Course Benefits
Course Topics

Cisco Unified Contact Centre Express Architecture.

Design Considerations and Deployment Models.

Basic Call Flows.

Hardware Requirements.

Version Compatibility.

Differences between Unified Contact Centre Express version 11 and older versions.

New Features and Changes.

Unified Contact Centre Express Modes of Operation.

Licensing and Security Features.

License Installation.

Installation, Upgrade, and Recovery.

Cisco Unified Communications Manager Integration and Configuration.

Adding IP phones in Cisco Unified Communications Manager.

Configuring Users and Agents.

Assigning Directory Numbers to Agents.

Introduction to the various Unified Contact Centre Express Agents.

Domain Name System (DNS).

Cisco Finesse Agent Desktop.

Cisco Finesse Supervisor Desktop

Cisco Finesse Administration.

Modifying Cisco Finesse Agent Desktop Layout

Cisco Finesse Agent Workflows, Reason Codes, Wrap-Up Codes, etc.

Modifying Cisco Finesse Supervisor Desktop Layout

Cisco Finesse IP Phone Agent

Using the Unified Contact Centre Express Agent Desktop.

Using the Unified Contact Centre Express Supervisor Desktop.

Cisco Finesse Gadgets

Unified Contact Centre Express Post Installation Configuration.

CTI Route Point and CTI Ports.

Configuring Applications and Triggers.

The Customer File Repository.

Recording, Uploading and Configuring Prompts.

Cisco Unified CCX Script Editor Overview.

Script Variables.

Designing Scripts.

Creating, Uploading and Testing Basic Scripts (New Scripts and Building Scripts Based on Templates).

Differences in Building and Using Older Version Scripts.

Advanced Scripts (Including Accepting Caller Input, PIN verification, Queue Selection, Busy, No Answer, Callback, Name To User, Time based Routing, Holiday and Emergency prompt changes and more).

Configuring Multiple Queues and Assigning Agents to Queues.

Configuring Caller Menus for IVR Prompts and Scripts to Access Queues.

Configuring Call Centre Resources (Agents and Supervisors).

Configuring Skills Based Resources. Assigning Skills and Skill Levels to Agents.

Recording using the Built in Barge feature on phone.

Cisco Unified Communications Manager Based Call Recording.

Cisco MediaSense Integration and Administration.

Cisco MediaSense API Users

Call Recording to an External Recording Server (MediaSense).

Cisco MediaSense Search and Play application.

Finesse Supervisor Call Recording Management.

Finesse Agent Desktop Workflow to Record Calls.

Cisco Unified Communications Manager for Integration with the IM and Presence Server.

Cisco Unified Client Services Framework.

Cisco Jabber for Windows Client and Service Profiles.

Rich UC Presence.

Point-to-point Instant Messaging (Chat).

Making voice and video calls.

Point-to-point video calls.

Cisco Jabber Guest Integration.

Cisco Jabber System configuration.

Cisco Jabber Guest Link configuration.

Video Calls to an agent from a Web Browser (Click-to-Call).

High Availability over LAN.

High Availability over WAN.

Bandwidth Utilization over the WAN.

Traffic Requirements.

Quality of Service Recommendations.

Localization and Time Zone Support.

Round Table Phone Support.

Outbound Dialing Feature.

Cisco Mobile Supervisor.

Monitoring and Recording.

Remote Monitoring.

Workforce Optimization Cisco Finesse Administrator.

VMWare Support and License Requirements.

IM and Presence Integration.

Serviceability, Administration, Reports & Troubleshooting.

Historical Reports.

Real Time Reports.

Cisco Unified Intelligence Center.

Trace Settings and Retrieval.

Database Backup and Restore.

Video phones and Video on Hold.

Additional Information: This course runs as an open course in a flexible format based on the needs of the delegates. Alternatively, it can be tailored to meet the needs of a specific customer implementation and delivered to a closed group of delegates. Additional topics, such as Cisco Unified Communications Manager Express Integration, may be added on request.

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