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Cisco Unified Contact Center Express - UCCX Administration
Master Cisco Call Center building - Unified Contact Center Express Administration, Call Flow Scripting and Debugging
IT & Software,UCCX Administration
Lectures -11
Duration -3 hours
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Course Description
Cisco Unified Contact Center Express - UCCX Administration course will teach you how to build a contact center based on the Cisco Unified Contact Center Express (UCCX). Globally, Cisco UCCX is a highly sought-after on-premise call center platform. The course explains how to set up agents, supervisors, queues, scripting, and debugging in a step-by-step fashion. The learned expertise will be useful in creating a small to medium-sized contact center environment to accommodate a small to medium-sized firm.
Cisco Unified Contact Center Express - UCCX Administration Course Overview
By offering sophisticated and distributed automatic call distributor (ACD), interactive voice response (IVR), computer telephony integration (CTI), agent and desktop services, and agent-based services, Cisco Unified Contact Center technologies enable lower business costs and better customer response. It makes it possible to handle customer interactions, incoming and outbound voice, email, web chat, and more effectively.
You will learn and master the following topics:
- Introduction to Cisco Unified Contact Center Express (Cisco UCCX) Administration
- Cisco UCCX Call Center Agent Configuration
- Configuration of Agents, Skills, Call Queues, Supervisors, and Teams, etc
- Configuration of Trigger Numbers, Applications, Scripts, Prompts, and Documents, etc.
- Cisco UCCX Scripting with Basic to Intermediate level of Call Flow building
- Debugging and Troubleshooting Live Contact Center Calls using UCCX Script Editor
- Time of Day and Day of the Week Routing
- Cisco UCCX 12.5 Installation and much more!
What you’ll learn
- Installing and Deploying Cisco Unified Contact Center Express
- Implementing Cisco Unified Contact Center Express
- Integrating UCCX with Cisco Unified Communication Manager (CUCM)
- Cisco UCCX Call Flow Designing and Scripting
- Agent Screen Pop-ups
- Troubleshooting Live Contact Center Calls
- Free Lab for Cisco Unified Contact Center Express on Cisco Devnet Sandbox
- Lots of Scripting
Who this course is for:
- Unified Communication Engineers curious to implement and troubleshoot Cisco call center sites
- Those who want to learn Cisco UCCX practically by deploying them and playing in the Free and pre-built Cisco Sandbox lab.
- Call Center Administrators, Cloud Architects, IVR Developers, Auto Attendant Developers, QAs, Unified Communication VoIP Engineers and Architects, Entrepreneurs, Startups, Small to Medium Business Owners
Goals
What will you learn in this course:
- Installing and Deploying Cisco Unified Contact Center Express
- Implementing Cisco Unified Contact Center Express
- Integrating UCCX with Cisco Unified Communication Manager (CUCM)
- Cisco UCCX Call Flow Designing and Scripting
- Agent Screen Pop-ups
- Troubleshooting Live Contact Center Calls
- Free Lab for Cisco Unified Contact Center Express on Cisco Devnet Sandbox
- Lots of Scripting
Prerequisites
What are the prerequisites for this course?
- Should know the basics of Cisco IP Telephony and Cisco Unified Communication
Curriculum
Check out the detailed breakdown of what’s inside the course
Cisco Unified Contact Center Express (Cisco UCCX) Administration
9 Lectures
- Introduction to Cisco Contact Centers 08:00 08:00
- Cisco UCCX Agent Configuration 15:33 15:33
- Configuration of Agents, Skills, CSQs, Supervisors, Teams 07:41 07:41
- CSQs (Contact Service Queue) 06:37 06:37
- Teams and Supervisors 15:26 15:26
- Introduction to UCCX Script Editor and a Basic Call Flow 33:41 33:41
- Debugging and Troubleshooting Live Contact Center Call using UCCX Script Editor 22:58 22:58
- Time of Day and Day of the Week Routing 24:39 24:39
- Real Time Prompts Generation 19:44 19:44
Cisco UCCX Installation
1 Lectures
Thanks you
1 Lectures
Instructor Details
Navidut Tauhid
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