UCCXD – Deploying Cisco Unified Contact Center Express v6.0

  • Systems integrators who deploy Cisco Unified CCX

  • System engineers, architects, and support staff who:
    • Maintain and configure Finesse supervisor and Finesse agent clientsÿ
    • Write scripts and maintain script integrityÿ
    • Require a fundamental understanding of the issues and solutions related to implementationÿ
    • Maintain the server system and telephony system for the contact center

Prerequisite

  • Working knowledge of fundamental terms and concepts of computer networking, including LANs, WANs, and IP switching and routingÿ
  • Basic knowledge of CUCM
  • Basic knowledge of contact center operationsÿ
  • Familiarity with Microsoft desktop applications and SQL database operations

Expected Duration
5 day

Description

In this course, you’ll gain an understanding of Ciscos 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 centers 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 agents 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 youll 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).

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Objective

1.ÿCisco Unified CCX

  • Relationship between the Unified CCX platform and the three products it supports
  • Three Cisco products supported by the Unified CCX engine platform
  • Unified CCX hardware and software components to include all server types, standby deployments, and scalabilityÿ
  • New and improved functions of the three Unified CCX products to include Unified CCX v11.0

2.ÿDesigning and Ordering

  • Properly size the Unified CCX products by using calculators provided by Ciscoÿ
  • Properly order Unified CCX products using the Unified CCX configuration and ordering toolÿ
  • Network considerations surrounding a Unified CCX deploymentÿ
  • Using the Solution Reference Network Design for Cisco Unified CCX and Cisco Unified IP IVR and other documents to support a Unified CCX design and deployment

3.ÿInstallation and Configuration

  • Installing Unified CCX software on all servers in a clusterÿ
  • Activating and configuring all components in a CCX clusterÿ
  • Configuring and testing a simple CCX Script Applicationÿ
  • Troubleshooting installations using log files

4.ÿUnified CCX Editor

  • Navigate the Unified CCX Editor functionalityÿ
  • Creating, deleting, and editing variablesÿ
  • Saving and uploading valid scripts to the repositoryÿ
  • Performing the debug process to test a scriptÿ
  • Troubleshooting an application and script using trace files

5.ÿBasic Unified CCX Editor Steps

  • Creating a simple script workflow to answer a callÿ
  • Adding comments to identify and explain the script and subsequent groups of stepsÿ
  • Playing voice prompts to share information or instructions with callersÿ
  • Terminating and ending a callÿ
  • Validate, save as, upload, refresh, and debug a script

6.ÿCaller and System Inputs

  • Collecting information from a caller by presenting a list of choices using the menu step
  • Collecting digits from a caller by using the Get Digit String stepÿ
  • Getting information from the system to alter the logic of the call flowÿ
  • Validate, save as, upload, refresh, and debug the script

7.ÿDatabase Access

  • Connecting to a databaseÿ
  • Reading and getting information from the database by creating a SQL query within a script stepÿ
  • Referencing database locationsÿ
  • Writing information to a SQL databaseÿ
  • Closing the database connection and terminating database resources

8.ÿLogical Operations

  • Applying Boolean logic in scriptsÿ
  • Creating and modifying countersÿ
  • Creating and managing timing loopsÿ
  • Redirecting script logic based on the evaluation of If statementsÿ
  • Using call subflows as reusable scriptsÿ
  • Creating specialized prompts

9.ÿCaller Transfers

  • Creating day-of-week and time-of-day ranges for different handlingÿ
  • Transferring calls to various extensions as a function of day and timeÿ
  • Getting information associated with a call
  • Designating calls as completed for reportingÿ
  • Determining if the caller has hung upÿ
  • Determining if today is a holiday

10.ÿConfiguring Unified CCX

  • Cisco Unified CCX product, features, and capabilitiesÿ
  • Configuring Unified CCX on the CUCM and CCX server

11.ÿFinesse Product Suite

  • Configuring Finesse Agent Desktop and Finesse Supervisor Desktopÿ
  • Testing the Finesse Agent Desktop and Finesse Supervisor Desktop configurationsÿ
  • Examining the IP Phone Agent

12.ÿUnified CCX Script Techniques

  • Defining and using Unified CCX Editor Unified CCX stepsÿ
  • Testing a sample application using the Unified CCX steps in the Unified CCX Editor

13.ÿFinesse Administrator

  • Configuring the Unified CCX enterprise data using the Finesse Desktop Administratorÿ
  • Configuring work flows, personnel, andÿteamsÿ
  • Creating screen pops and macrosÿ
  • Creating wrap-up codes

14.ÿOutbound Dialer and Agent Chat

  • Examine Outbound Dialer

15.ÿSession Management

  • Examine Session Management to retrieve information from a previous call

16.ÿMedia Resource Control Protocol (MRCP) Speech Technologies

  • Examine Nuance ASR and TTS servers

17.ÿReporting

  • Accessing and analyzing real-time reportsÿ
  • Configure Cisco Unified Intelligence Center (CUIC) historical reportingÿ
  • Accessing and analyzing historical reports

18.ÿServicing and Troubleshooting

  • Traces and logs

SUBSCRIPTION COST


$3,795.00

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