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