UCCXD (Deploying Cisco Unified Contact Center Express) is a five-day course that provides the student with hands-on experience and knowledge of tasks typically performed during contact center deployment. This includes the deployment of Cisco Unified Contact Center Express and Cisco Unified IP Interactive Voice Response (IVR) (Cisco Unified CCX and Cisco Unified IP IVR) as contact center solutions. Tasks include planning, installation, configuration, scripting and troubleshooting.
UCCXD: Deploying Cisco Unified Contact Center Express
UCCXD: Deploying Cisco Unified Contact Center Express
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Upcoming Dates
There are no upcoming dates currently available for this class.
WHAT’S INCLUDED
What you can expect from the course
Course Outline
Module 0: Course Introduction
- Course Goal and Objectives
- Course Flow
- Additional References
- Your Training Curriculum
- General Administration
- Please Introduce Yourself
Module 1: Cisco Unified CCX Product Overview
- Lesson 1: Cisco Unified CCX Product Packages
- Cisco Unified CCX Product Family
- Feature Changes In Version 11
- Cisco Unified CCX Primary Functions
- Cisco Unified CCX Product Package Options
- Cisco Unified CCX Compatibility
- Cisco Unified CCX Operating Systems
- Cisco Unified CCX Hardware Platforms
- Cisco Unified CCX Capacities
- Lesson 2: Cisco Unified CCX Architecture
- The Cisco Unified CCX Environment
- Cisco Unified CCX Cluster Components
- Cisco Unified CCX Datastores
- Cisco Unified CCX Deployment Models
- Lesson 3: Designing Cisco Unified CCX
- Design Considerations and Terminology
- Call Center Sizing Calculations
- Unified Communications Sizing Tool
- Network Considerations from the Cisco Unified CCX Design Guide
Module 2: Cisco Unified CCX Installation and Configuration
- Lesson 1: Installing Cisco Unified CCX
- Preliminary Considerations
- Single Server or First Node Installation
- Single Server or First Node Server Setup
- Second Node Installation and Setup
- Installing Cisco Unified CCX in a VM
- Migrating to a VM
- Installation Log Files
- Upgrading Cisco Unified CCX
- Lesson 2: Managing Cisco Unified CCX
- Cisco Unified Communications Manager Administration
- Cisco Unified CCX Administration
- Cisco Unified CCX Subsystems
- Administration Tools
- Supervisor and User Web Pages
- Cisco Finesse Administration
- Serviceability and Maintenance Summaries
- Lesson 3: Configuring Basic Properties of Cisco Unified CCX
- Call Flow Terms Defined
- The Cisco Unified CCX Call Flow
- Basic Cisco Unified CCX Configuration
- Configuration Wizards
Module 3: Cisco Unified CCX Scripting
- Lesson 1: Understanding Script Editor Basics
- Understanding Script Editor Basics
- Knowing the Script Editor
- Script Management
- Debugging a Script
- Lesson 2: Creating a Basic IVR Script
- Starting a NewScript
- Starting and Ending a Script and a Call
- Additional Steps for Playing a Message
- Lesson 3: Prompting and Collecting Information
- Common Prompt and Collect steps
- Additional Prompting Steps
- Assigning Variable Information
- Getting and Setting Contact Information
- Transferring a call
- Lesson 4: Accessing an External Database
- Database Access Overview
- Setting up the Database Subsystem
- Using Database Steps
- Lesson 5: Making Decisions
- Steps used to create a loop
- Steps Used for Counting
- Decision Steps
- Lesson 6: Confirming Caller Input
- Creating Generated Prompts
- Confirmation Steps
- Conditional Prompt Steps
Module 4: Cisco Unified CCX ACD Operations
- Lesson 1: Implementing Cisco Unified CCX
- ACD Components Defined
- Cisco Finesse IP Phone Agent
- Cisco Finesse Agent Desktop
- Cisco Finesse Supervisor Desktop
- The Call Flow Revisited
- Configuring Cisco Unified CCX ACD Properties
- Lesson 2: Scripting Fundamentals for Cisco Unified CCX
- Basic Cisco Unified CCX Script Design
- Lesson 3: Using Desktop Administration
- Sign In to Cisco Finesse Administration
- Settings
- Manage Call Variables Layout
- Manage Desktop Layout
- Phone Books
- Reason Codes
- Workflows
- Team Resources
- Call Recording Using Cisco MediaSense
- Lesson 4: Advanced Cisco Unified Contact Center Express Scripting Topics
- Context Service
- Day of Week, Time of Day, and Holiday Routing
- Using Subflows, Real-time Data and Exception Handling
- Manipulating Data
- Using Email and HTTP Applications
- Lesson 5: Using Cisco Unified CCX Reports
- Cisco Unified CCX Reporting Options
- Real-time Reporting
- Cisco Unified IC
Module 5: Cisco Unified Contact Center Express Premium Functions
- Lesson 1: Configuring the Outbound Dialer
- Outbound Dialer Overview
- Common Outbound Configurations
- Outbound IVR Dialing
- Agent Based Progressive and Predictive Outbound Dialing
- Outbound Direct Preview Dialing
- Outbound Dialer Reports
- Troubleshooting Information
- Lesson 2: Configuring Agent Email and Agent Web Chat
- Email and Web Chat Overview
- Common Configurations
- Agent Email Configuration
- Agent Web Chat Configurations
- Lesson 3: Understanding ASR and TTS
- MRCP ASR and TTS Overview
- Provisioning ASR and TTS Servers
- Grammars
- Script Editor Steps
- Spoken Names
- Text-to-Speech
Module 6: Cisco Unified CCX Maintenance
- Lesson 1: Using Cisco Unified RTMT
- Cisco Unified RTMT Concepts
- Installing Cisco Unified RTMT
- Performance Monitoring
- Tools
- Lesson 2: Using the Disaster Recovery System
- DRS Overview
- Performing Backups
- Restoring a Backup
CCSP
About the Exam
What is CCSP?
The Certified Cloud Security Professional (CCSP) exam is the required exam for the ISC2 certification. Candidates for the CCSP credential are IT and information security leaders responsible for applying best practices to cloud security architecture, design, operations and service orchestration. Candidates must have a minimum of 5 years cumulative paid work experience in information technology, of which 3 years must be in information security and 1 year in one or more of the 6 domains of the CCSP CBK. Earning CSA’s CCSK certificate can be substituted for 1 year of experience in one or more of the 6 domains of the CCSP CBK. Earning the CISSP credential can be substituted for the entire CCSP experience requirement. A candidate that doesn’t have the required experience to become a CCSP may become an Associate of ISC2 by successfully passing the CCSP examination. The Associate of ISC2 will then have 6 years to earn the 5 years of required experience.
What topics are included in this exam?
The CCSP topics included ensure its relevancy across all disciplines in the field of cloud security. The CCSP exam tests the candidate’s competence in the following 6 domains:
- Cloud Concepts, Architecture and Design
- Cloud Data Security
- Cloud Platform & Infrastructure Security
- Cloud Application Security
- Cloud Security Operations
- Legal, Risk and Compliance
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