Cisco Unified Contact Centre Express v8

RRP: £1995 (plus VAT)

Duration: 4 days

Who Should Attend

Administrators, support personnel or anyone who or needs an understanding of the Cisco Unified Contact Centre Express/Cisco Unified CallManager implementation e.g. Channel Partner / Reseller, Customer, Employee.

Prerequisites

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

Course Content

This instructor-led Workshop focuses on configuration, administration and troubleshooting of Cisco Unified Contact Centre Express and Cisco Unified CallManager 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 CallManager 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 v8.

Objective

Provide an understanding of the design and deployment considerations as well as configuration, day-to-day administration, troubleshooting and management tasks of Cisco Unified Contact Centre Express v8.

Course Outline

  • Cisco Unified Contact Centre Express Architecture.
  • Design Considerations and deployment Models.
  • Basic Call Flows
  • Hardware Requirements.
  • Version Compatibility
  • Differences between Unified Contact Centre Express 8 and IPCC version 7.
  • New Features and Changes.
  • Unified Contact Centre Express Modes of Operation
  • New Licensing and Security Features
  • License Installation
  • Installation, Upgrade, and Recovery
  • Cisco Unified CallManager Integration and Configuration
  • 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 Editor version 8 Overview.
  • Script Variables.
  • Creating, Uploading and Testing Basic Scripts (New Scripts and Building Scripts Based on Templates).
  • Differences in Building and Using Version7 and Version 8 Scripts.
  • Advanced Scripts (Including Accepting Caller Input, PIN verification, Queue Selection, Busy, No Answer, Callback, 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.
  • 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 Cisco Supervisor Desktop.
  • 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
  • Calabrio support
  • Monitoring and Recording.
  • Workforce Optimization Using the Cisco Desktop Work Flow Administrator.
  • Quality Management.
  • VMWare Support and License Requirements.
  • Cisco Unified Presence Integration.