Deploying Cisco Unified Contact Center Express v6 (UCCX)

Course Content

In this course, you’ll gain an understanding of Cisco’s Unified Contact Center Express (Unified CCX) product and all of its associated client applications and scripting tools. You will learn about all of the Unified CCX components, servers, deployment options, and clients. You will learn how to perform capacity planning, choose the correct product features, and install the product.

Our instructors place major emphasis on the Unified CCX script editing tool, Unified CCX Editor, which allows administrators to script the contact center’s caller experience through the system, including queries, recordings, menu input, digit string input, and database operations. You will cover the Cisco Finesse Agent and Supervisor Desktops as well as the Finesse Desktop Administration tool to optimize the call agent’s desktop display and options, supervisor optimization of the call center, and reporting options and customizations. You will explore Automatic Speech Recognition (ASR) and Text-to-Speech (TTS) technologies, Social Miner, and Outbound Dialing technologies and you’ll examine options for troubleshooting, reporting, and maintaining the system.

Our voice network labs use the latest hardware and software and all of our IP telephony courses provide a simulated public switched telephone network (PSTN).

Course Length: 5 Days

Course Objectives

Upon completion of this course, the student should be able to:

Course Outline

Cisco Unified CCX

Designing and Ordering

Installation and Configuration

Unified CCX Editor

Basic Unified CCX Editor Steps

Caller and System Inputs

Database Access

Logical Operations

Caller Transfers

Configuring Unified CCX

Finesse Product Suite

Unified CCX Script Techniques

Finesse Administrator

Outbound Dialer and Agent Chat

Session Management

Media Resource Control Protocol (MRCP) Speech Technologies


Servicing and Troubleshooting