Overview This Workshop focuses on the administration and management of Cisco Unified Contact Centre Express. There is a strong emphasis on lab oriented tasks for delegates to configure and verify Cisco Unified Contact Centre Express and Cisco Unified Communications Manager. The course runs as a ‘workshop’ environment where delegates can focus on specific areas of interest to them.
Pre-Requisites
Next Course Dates
Dates available on request. Please contact us
More Information
Administrators or anyone who or needs an understanding of Cisco Unified Contact Centre Express administration and implementation e.g. Customer, Employees, Channel Partner / Reseller.
The Workshop will provide the skills and knowledge necessary for day-to-day administration and management tasks of Cisco Unified Contact Centre Express in a Cisco Unified Communications Manager deployment. The focus will be on the administrative tasks required for adding, moving and changing agents as well as administering Cisco Unified Contact Centre Express messaging features.
- IP Telephony and Call Centre Integration Overview.
- Cisco Unified Contact Centre Express Architecture.
- Cisco Unified CCX Editor version 8 Overview.
- Deployment Models used for Cisco Unified Contact Centre Express.
- IP Telephony and Call Centre Call Flows.
- Cisco Unified Contact Centre Express features.
- Agent and Supervisor Roles.
- User Privileges.
- CTI Route Point and CTI Ports.
- Applications, Triggers and Call Centre Queues.
- Administering Prompts.
- Administering Scripts.
- Add/Delete/Modify Users.
- Assigning Agents to Call Centre Queues.
- Administration of Cisco Unified Communications Manager Integration and Configuration.
- Verifying/Changing How Calls are Distributed from Call Centre Queues to Agents.
- Administration of Call Centre Resources (Agents and Supervisors).
- Administering Skills Based Resources.
- Assigning/Modifying Skills and Skill Levels to Agents.
- Introduction to the various Unified Contact Centre Express Agents.
- Cisco IP Phone Agent.
- Cisco Agent Desktop Installation and Configuration.
- Cisco Supervisor Desktop Installation and Configuration.
- Using the Unified Contact Centre Express Agents.
- Unified Contact Centre Express Supervisor Web Page.
- Using the Cisco Supervisor Desktop.
- Monitoring Agents.
- Administration tasks in High Availability Deployments.
- Managing Localization and Time Zone Support.
- Administration of Outbound Dialing Campaigns.
- Monitoring and Recording.
- Cisco Desktop Work Flow Administrator.
- Quality Management.
- License Administration.
- Serviceability, Administration, Reports & Troubleshooting.
- Administration of Historical Reports.
- Real Time Reports.
- Database Backup and Restore.
- Real Time Monitoring Tool.