Formation Déployer Cisco Unified Contact Center Express

• Provide a comprehensive overview of the Cisco Unified Contact Center Express product suite•
• Provide a complete description of the Cisco Unified CCX installation process, the configuration required with an overview of most common configuration web pages, and describe the call flow processes needed to establish a call on Cisco Unified CCX
• Describe the Cisco Unified CCX script editor, how it is installed and how to implement common IVR scripting techniques
• Provide a comprehensive view of Cisco Unified CCX ACD operations to include basic contact center build-up, scripting, agent and supervisor desktop configurations, advanced scripting topics, and reportingDescribe how to install, configure and use features found in Cisco Unified CCX Premium such as, Outbound Dialer, Agent Email, Agent Web Chat, and Automatic Speech Recognition (ASR) and Text-to-Speech (TTS)
• Understand how to maintain and monitor a Cisco Unified CCX system

Cisco Unified CCX Product Introduction

• Cisco Unified CCX Product Packages 
• Cisco Unified CCX Architecture 
• Designing Cisco Unified CCX

Cisco Unified CCX Installation and Configuration

• Installing Cisco Unified CCX 
• Managing Cisco Unified CCX 
• Configuring Basic Properties of Cisco Unified CCX

Cisco Unified CCX Scripting

• Understanding Script Editor Basics 
• Creating a Basic IVR Script 
• Prompting and Collecting Information 
• Accessing an External Database 
• Making Decisions 
• Confirming Caller Input

Cisco Unified CCX ACD Operations

• Implementing Cisco Unified CCX 
• Scripting Fundamentals for Cisco Unified CCX 
• Using Finesse Administration and Call Recording  
• Advanced Scripting Topics for Cisco Unified CCX  
• Using Cisco Unified CCX Reports

Cisco Unified CCX Premium Functions 

• Configuring the Outbound Dialer 
• Agent Email and Agent Web Chat 
• Understanding ASR and TTS

Cisco Unified CCX Maintenance

• Using Cisco Unified RTMT 
• Using Disaster Recovery System

Labs