Learner Skills and Knowledge Required:

·          Internetworking fundamentals

·          Basic IP telephony fundamentals

·          Cisco® Unified Communications Manager deployments

·          Cisco® IP Phones and Cisco® IP Communicator

·          Contact Center Operations

·          Microsoft Windows Server 2000, 2003, XP

·          MS SQL 2000, MSDE databases

This course, Deploying Cisco® Unified Contact Center Express (UCCXD) v3.0, 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.

Upon completing 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 CCX components, servers and clients.

·          Configure all CCX 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.

Troubleshoot installations and workflows

Cisco® Unified CCX product overview

Installing and Configuring Cisco® Unified CCX

Cisco® Unified CCX Scripting

Cisco® Unified CCX ACD Operations

Cisco® Unified CCX Premium Functions

Cisco® Unified CCX Maintenance and Troubleshooting