UCCXD – Deploying Cisco Unified Contact Center Express v6.0

In this course, you’ll gain an understanding of CiscoÍs 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 centerÍs 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 agentÍs 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 youÍll 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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Overview

  • Planning and deploying a Cisco Unified CCX system version 11.0
  • Telephony and media configuration for deployment with CUCM
  • Scripting techniques and best practices
  • Scripting operations including greeting, prompt and collect, caller input, database queries, and logic
  • Time-of-day and holiday operations
  • Queue management and best practices for queuing
  • Finesse Agent, Finesse Supervisor, and Finesse Administrator
  • Cisco IP Phone Agent
  • Session Management
  • CUIC and real-time reporting
  • Remote Monitoring
  • Outbound preview dialing
  • TTS and ASR
  • Real-Time Monitoring
  • Disaster recovery

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Target Audience

  • Systems integrators who deploy Cisco Unified CCX

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

Prerequisites

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

Expected Duration

5 day

Course Objectives

1.æCisco 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 scalabilityæ
  • New and improved functions of the three Unified CCX products to include Unified CCX v11.0

2.æDesigning and Ordering

  • Properly size the Unified CCX products by using calculators provided by Ciscoæ
  • Properly order Unified CCX products using the Unified CCX configuration and ordering toolæ
  • Network considerations surrounding a Unified CCX deploymentæ
  • 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.æInstallation and Configuration

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

4.æUnified CCX Editor

  • Navigate the Unified CCX Editor functionalityæ
  • Creating, deleting, and editing variablesæ
  • Saving and uploading valid scripts to the repositoryæ
  • Performing the debug process to test a scriptæ
  • Troubleshooting an application and script using trace files

5.æBasic Unified CCX Editor Steps

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

6.æCaller 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 stepæ
  • Getting information from the system to alter the logic of the call flowæ
  • Validate, save as, upload, refresh, and debug the script

7.æDatabase Access

  • Connecting to a databaseæ
  • Reading and getting information from the database by creating a SQL query within a script stepæ
  • Referencing database locationsæ
  • Writing information to a SQL databaseæ
  • Closing the database connection and terminating database resources

8.æLogical Operations

  • Applying Boolean logic in scriptsæ
  • Creating and modifying countersæ
  • Creating and managing timing loopsæ
  • Redirecting script logic based on the evaluation of ñIfî statementsæ
  • Using call subflows as reusable scriptsæ
  • Creating specialized prompts

9.æCaller Transfers

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

10.æConfiguring Unified CCX

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

11.æFinesse Product Suite

  • Configuring Finesse Agent Desktop and Finesse Supervisor Desktopæ
  • Testing the Finesse Agent Desktop and Finesse Supervisor Desktop configurationsæ
  • Examining the IP Phone Agent

12.æUnified CCX Script Techniques

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

13.æFinesse Administrator

  • Configuring the Unified CCX enterprise data using the Finesse Desktop Administratoræ
  • Configuring work flows, personnel, andæteamsæ
  • Creating screen pops and macrosæ
  • Creating wrap-up codes

14.æOutbound Dialer and Agent Chat

  • Examine Outbound Dialer

15.æSession Management

  • Examine Session Management to retrieve information from a previous call

16.æMedia Resource Control Protocol (MRCP) Speech Technologies

  • Examine Nuance ASR and TTS servers

17.æReporting

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

18.æServicing and Troubleshooting

  • Traces and logs

Labs

SUBSCRIPTION COST


$3,795.00

 

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