Cisco Unified Contact Centre Express v8 Administration

RRP: £995(plus VAT)

Duration: 2 days

Who Should Attend

Administrators or anyone who needs an understanding of Cisco Unified Contact Centre Express administration and implementation e.g. Customer, Employees, Channel Partner / Reseller.

Prerequisites

A basic knowledge of data and voice networks. Delegates do not require any previous experience with Cisco Unified Contact Centre Express. This course is an add-on to the Cisco Unified Communications Manager version 8 Administration courses. This Cisco Unified Contact Centre Express course and the Cisco Unified Communications Manager Administration course must be combined as a single course.

Course Content

This Workshop focuses on the administration and management of Cisco Unified Contact Centre Express. There is a strong emphasis on lab oriented tasks for delegates to configure and verify Cisco Unified Contact Centre Express and Cisco Unified Communications Manager. The course runs as a ‘workshop’ environment where delegates can focus on specific areas of interest to them.

Objective

The Workshop 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.

Course Outline

  • IP Telephony and Call Centre Integration Overview.
  • Cisco Unified Contact Centre Express Architecture.
  • Cisco Unified CCX Editor version 8 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.
  • Assigning/Modifying Skills and Skill Levels to Agents.
  • Introduction to the various Unified Contact Centre Express Agents.
  • 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.
  • Database Backup and Restore.
  • Real Time Monitoring Tool.
  • Additional topics may be added on request.

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.