Cisco Unified Contact Center Express (UCCX) eLearning

Start Date: January 01, 1970 – 12:00 AM (Pacific Time)

End Date: January 01, 1970 – 12:00 AM (Pacific Time)

$795.00

Student financing options are available.

Transitioning military and Veterans, please contact us to sign up for a free consultation on training and hiring options.
Qty:
Category:

Download PDF of Course Details

Course Description:

This instructor led, online training course is designed to support Cisco Contact Center engineers or administrators with a focus on basic adds, moves, and changes. Students will learn the basics of how an Express Cisco Contact Center operates within a production environment. Students will learn some of the more common features and applications available including how to setup phones, agents, applications and more! Students will also learn the fundamentals of UCCX’s scripts.

Course Outline

Introduction and preparation
Installation and initiazation
Terminology
Call distrubition

Complete telephony
Resource management

Creation
CSQs based on skills
Resource and CSQ options
Desktop suite

Agent desktop
Supervisor desktop
Desktop administrator
Finesse
IP phone agent

Enabling
Linking phone
Introduction to scripts

CCX editor
Examining icd.aef
Scripting steps
Enterprise data

Data format
Customization and automation

Dial strings
Phone book
Reason codes
CAD agent
Silent monitoring and recording

Monitoring calls
Client based monitoring
Server based monitoring
Recording
Remote monitoring
Email

Agent and setup
Web chat

SocialMiner
Agent
Chat widget
Outbound dialing

Campaigns
SIP gateway
Optimizing outbound calls
Agent based campaigns
HTML trigger

Implementation
Database subsystem

JDBC driver
Database configuration
Reporting

Real-time reporting
Wallboard
Historical reporting
Troubleshooting

Config files
Trace tools
Network services
Show commands

Skills Learned

The basics of UCCX
Resource management
Basics of call scripting
Monitoring and recording
Dial strings

Who Should Attend This Course

This course is intended for network administrators and individuals seeking knowledge about administering a Cisco Contact Center Express environment.

Prerequisites

None, but we recommend that students have:

Basic familiarity with automatic call distribution (ACD) systems and interactive voice response (IVR) systems.
Basic knowledge of Cisco networking

Inclusions

  • Accessible 24x7x365 both from your PC and Mobile Device
  • Enjoy job placement assistance for the first 12 months after course completion.
  • This course is eligible for CCS Learning Academy’s Learn and Earn Program: get a tuition fee refund of up to 50% if you are placed in a job through CCS Global Tech’s Placement Division*
  • Government and Private pricing available.*

*For more details call: 858-208-4141 or email: training@ccslearningacademy.com; sales@ccslearningacademy.com

NOTE: These are our Partner Delivered eLearning.