Deploying Cisco Unified Contact Centre Express


Introduction

This course provides you with hands-on experience and knowledge of tasks typically performed during contact center deployment. This includes the deployment of Cisco Unified Contact Center Express and Cisco Unified IP Interactive Voice Response (IVR) (Cisco Unified CCX and Cisco Unified IP IVR) as contact center solutions. Tasks include planning, installation, and configuration, scripting, and troubleshooting.

Course Objectives

  • planning and deployment of a Cisco Unified Contact Center Express system
  • telephony and media configuration for deployment with Cisco Unified communications Manager
  • 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
  • Cisco Agent Desktop, Cisco Supervisor Desktop, and Cisco Desktop Administrator
  • Cisco IP Phone Agent
  • session management
  • historical and real-time reporting
  • remote monitoring
  • out-bound preview dialing
  • text-to-Speech and Automatic Speech Recognition.

On-Site Training

If you need training for three or more people, ask us about training at your site. You can enjoy the convenience of reduced travel cost and time, as well as a familiar environment for your staff. Additionally, we can customise the course for your business needs.




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