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Unified Contact Center Express 11.6 - Configuration Lab

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Solution Overview
Cisco Unified Contact Center Express (UCCX) is designed for mid-market companies or enterprise branch offices with support for up to 400 agents. UCCX supports agent-based services in the form of inbound/outbound voice, email, web chat and customer interaction management in an easy to install and configure package.

Learn the basic concepts of the system and configure a working system in this 4-hour hands-on lab exercise.  Once the lab is configured, the student may use the sandbox for further experimentation and study, which they would not be able to do in a production environment.

This on-demand lab is for anyone who installs, configures, or maintains Cisco Contact Center Express.

Goals & Objectives

This technical lab provides a step-by-step guide to lead the student through the configuration of a basic inbound voice call center.  This lab allows the student to start from installation of a Contact Center Express and have a working call center in hours. 
 
The student performs the following activities: 

  • Configure Cisco CallManager Dial Plan and Codecs for UCCX
  • Configure Cisco Endpoints for Agent DNs
  • UCCX 11.6 Initial Setup
  • Configure Cisco CallManager Users for UCCX
  • Create a JTAP Call Control Group in UCCX
  • Create Resource Groups in UCCX
  • Create Queues in UCCX
  • Assign Agents and Supervisors in UCCX
  • Configure Teams
  • Configure IVR and ACD Applications in UCCX
  • Finesse Desktop Verification with Jabber Endpoints
  • Install UCCX Script Editor

Hardware & Software

This lab consists of the following components: 

  • Cisco Call Manager 11.5
  • Cisco Unity Connection 11.5
  • Cisco Instant Messaging and Presence 11.5
  • Cisco Prime Licensing Manager 11.5
  • Cisco Contact Center Express 11.6
  • Cisco Jabber for Windows 12.5
  • Microsoft Windows 2012 Active Directory / DNS
  • Microsoft Exchange 2013
  • Microsoft Windows 7 Desktops
  • VMWare Horizon VDI 7.4

Technologies