Cisco Unified Contact Center Express Training

Published 24-Oct-2000 by RouteHub Admin
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Cisco Voice & Unified Communications: Cisco UCCX CDCM Workbook - $45.00


Cisco Unified Contact Center Express (UCCX) is a Call Center Solution where calls are presented into a queue (where they can hear hold music and/or perform other actions) and the call is sent to an available agent for that call queue whether their stats (including call volume and activities) are viewed via Real-Time or Historical Reports.

This training workbook will provide the following:

  1. Learn the concepts of Cisco Contact Center that matter in terms of the components and protocols involved.
  2. Learn how to design Cisco Contact Center as a solution with practical steps, considerations, and tools.
  3. Learn how to configure Cisco Contact Center with best practices with step-by-step configuration.
  4. Learn how to monitor, troubleshoot, and confirm the operational state of Contact Center in your configured network.

This is what we call C.D.C.M (Concepts, Design, Configuration, Monitor), important for network engineers and consultants to know how to manage a network in real time.

Below are the Services and Technologies involved:

  • Contact Center Concepts and Design
  • Installing UCCX on Cisco MCS server
  • Installing UCCX on VMWare
  • Cisco UCCX Initial Setup
  • UCCX Configuration: Assign IPCC Express Extensions to User/Agents
  • UCCX Configuration: Assign Users as Agents, Supervisor, and/or Reporting
  • UCCX Configuration: Cisco Unified Telephony Call Control Group
  • UCCX Configuration: Configuring Skills
  • UCCX Configuration: Configuring CSQ
  • UCCX Configuration: Configuring Teams
  • UCCX Configuration: Configuring Resources
  • UCCX Configuration: Script Application
  • UCCX Configuration: Application Triggers
  • UCCX Configuration: Restart CRS Engine service
  • UCCX Configuration: Update Controlled Devices on UC Manager
  • UCCX Configuration: Create UCCX Agent Phone Service
  • UCCX Configuration: Plug-Ins, Backup & Restore
  • Supervisor Desktop
  • Historical Reports
  • Troubleshooting Tips

Equipment involved:

  • Cisco UC Manager 7 Business Edition (BE)
  • Cisco Unified Contact Center Express 5 (UCCX)
  • Cisco IP Phones: 7970 and 7960 series
  • Cisco Catalyst 2960 PoE Switch