UCCXD - Deploying Cisco Unified Contact Center Express v6.0

Module 1: Cisco Unified CCX Product Overview

• Cisco Unified CCX Product Packages
• Cisco Unified CCX Architecture
• Designing Cisco Unified CCX

Module 2: Cisco Unified CCX Installation and Configuration

• Installing Cisco Unified CCX
• Managing Cisco Unified CCX
• Configuring Basic Properties of Cisco Unified CCX

Module 3: Cisco Unified CCX Scripting

• Understanding Script Editor Basics
• Creating a Basic IVR Script
• Prompting and Collecting Information
• Accessing an External Database
• Making Decisions
• Confirming Caller Input

Module 4: Cisco Unified CCX ACD Operations

• Implementing Cisco Unified CCX
• Scripting Fundamentals for Cisco Unified CCX
• Using Desktop Administration
• Advanced Cisco Unified Contact Center Express Scripting Topics
• Using Cisco Unified CCX Reports

Module 5: Cisco Unified Contact Center Express Premium Functions

• Configuring the Outbound Dialer
• Configuring Agent Email and Agent Web Chat
• Understanding ASR and TTS

Module 6: Cisco Unified CCX Maintenance

• Using Cisco Unified RTMT
• Using the Disaster Recovery System