Learning path

Collaboration System Release 12.5

Skill Level
Fundamentals
Duration 16 hours 20 minutes
Updated Jun 13, 2023

About this learning path

Collaboration refers to the many communication tools and platform that are used to enable communication within and between organizations. Collaboration is no longer limited to just voice of telephony. Modern collaboration involves an omni-channel approach, which includes the follow modalities: persistant chat, text, voice, video, and voicemail. Many Collaboration platforms combine the modalities and feature hybrid architecture. No more are solutions local or in the cloud, but rather are all of the above. Contact center is considered part of Collaboration as well.

Your instructors

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Prerequisites

  1. Eagerness to learn
  2. Basic understanding of telephony concepts

What you'll learn

  1. How to configure Collaboration System Release from a system perspective
  2. How to perform basic MACD (Move, Add, Change, Delete) tasks
  3. How to configure Cisco Unified Contact Center Express (UCCx) from a system perspective
  4. How to use the UCCx Script Editor
  5. Familiarization with Cisco Finesse (Contact Center Agent Desktop)

Technologies

Learning path
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Collaboration System Release 12.5
  1. 1. CSR 12.5 Configuration
    1. Enroll in this learning path to view locked contentCollaboration System Release 12.5 Configuration Lab Overview
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    2. Enroll in this learning path to view locked contentCollaboration System Release 12.5 Configuration Lab
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  2. 2. CSR 12.5 Administration
    1. Enroll in this learning path to view locked contentCollaboration System Release 12.5 Administrator Lab Overview
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  3. 3. Contact Center Express 12.5 Configuration
    1. Enroll in this learning path to view locked contentUnified Contact Center Express 12.5 Configuration Lab Overview
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    2. Enroll in this learning path to view locked contentUnified Contact Center Express 12.5 Configuration Lab
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  4. 4. Finesse 12.5 Administration
    1. Enroll in this learning path to view locked contentCisco Finesse 12.5 Administration Lab Overview
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  5. 5. Conclusion
    1. Enroll in this learning path to view locked contentQuiz
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    2. Enroll in this learning path to view locked contentLearning Path Complete
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