Cisco Unified Contact Center Express - UCCX Administration

This course will teach you how to build a contact center based on the Cisco Unified Contact Center Express (UCCX). Cisco UCCX is a highly in-demand o-premise call center platform across the globe. The course provides a step-by-step process to set up Agents, Supervisors, Queues, Scripting, and troubleshooting. The acquired skill will be helpful in setting up a small/medium contact center environment to meet the needs of a small/medium business.
Cisco Unified Contact Center technologies provide powerful, agent-based services that result in reduced business costs and improved customer response by providing sophisticated and distributed automatic call distributor (ACD), interactive voice response (IVR), computer telephony integration (CTI), and agent and desktop services. It enables the effective management of inbound and outbound voice, email, webchat, and customer interactions.

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 Call 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

Are there any course requirements or prerequisites?

• Should know basics of Cisco IP Telephony

• Should know basic of Cisco Unified Communication

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 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

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 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