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Deploying Cisco Unified Contact Center Express (UCCXD) v3.0 5 days Lecture/lab
Course description
In this course, you will gain hands-on experience and knowledge of tasks typically performed to deploy Contact Center Unified Contact Center Express v7.0 and Unified IP IVR v7.0, two products that run on the Unified Contact Center Express Engine. Tasks include planning, installation, configuration tasks, troubleshooting, and creating Cisco scripts.

We offer a unique, real-world UCCXD lab environment that provides a hands-on approach not found anywhere else in the industry. Each student pod has its own Cisco Unified Communications Manager (CUCM) and CRS server, giving you greater control over your lab environment.

Learning objectives
After you complete this course, you will be able to:
  • Design and plan a Unified Contact Center Express and a Unified IP IVR implementation
  • Install or discuss all CRS components, servers, and clients
  • Configure all CRS components
  • Build workflow applications to exploit Unified IP IVR features and capabilities
  • Build contact center workflows to exploit Unified Contact Center Express features and capabilities
  • Deploy and use Agent and Supervisor Desktop software
  • Deploy Outbound Preview Dialer for Unified CCX v7.0
  • Troubleshoot installations and workflows
Who should attend
UCCXD is designed for Cisco customers and Channel Partners who deploy and maintain UCCX contact center systems.

Recommended prerequisites
  • Networking fundamentals
  • Basic IP Telephony concepts
  • Cisco Unified CallManager deployment
  • Cisco IP Phones and Softphones
  • Contact center operations
  • Microsoft Windows 2000
  • MS SQL 2000 and MSDE databases
Related training

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