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UCCXD v6.0 - Deploying Cisco Unified Contact Center Express

SS Course: 2000936

Course Overview

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This course, Deploying Cisco Unified Contact Center Express (UCCXD) 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, and configuration, scripting, and troubleshooting.                                                                  

Scheduled Classes

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09/22/25 - SLV - Virtual-Instructor Led - Virtual Instructor-Led (click to enroll)

What You'll Learn

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Outline

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Module 1: Cisco Unified CCX Product Overview

Lesson 1: Cisco Unified CCX Product Packages

Lesson 2: Cisco Unified CCX Architecture

Lesson 3: Designing Cisco Unified CCX

Module 2: Cisco Unified CCX Installation and Configuration

Lesson 1: Installing Cisco Unified CCX

Lesson 2: Managing Cisco Unified CCX

Lesson 3: Configuring Basic Properties of Cisco Unified CCX

Module 3: Cisco Unified CCX Scripting

Lesson 1: Understanding Script Editor Basics

Lesson 2: Creating a Basic IVR Script

Lesson 3: Prompting and Collecting Information

Lesson 4: Accessing an External Database

Lesson 5: Making Decisions

Lesson 6: Confirming Caller Input

Module 4: Cisco Unified CCX ACD Operations

Lesson 1: Implementing Cisco Unified CCX

Lesson 2: Scripting Fundamentals for Cisco Unified CCX

Lesson 3: Using Desktop Administration

Lesson 4: Advanced Cisco Unified Contact Center Express Scripting Topics

Lesson 5: Using Cisco Unified CCX Reports

Module 5: Cisco Unified Contact Center Express Premium Functions

Lesson 1: Configuring the Outbound Dialer

Lesson 2: Configuring Agent Email and Agent Web Chat

Lesson 3: Understanding ASR and TTS

Module 6: Cisco Unified CCX Maintenance

Lesson 1: Using Cisco Unified RTMT

Lesson 2: Using the Disaster Recovery System

Prerequisites

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To fully benefit from this course, students should have the following prerequisite skills and knowledge: Internetworking Fundamentals Basic IP telephony concepts Cisco Unified Communications Manager Cisco IP phones, Cisco IP Communicator Contact Center operations.

    Who Should Attend

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    Cisco Unified Communications system channel partners and resellers System engineers Customers deploying and maintaining Cisco Unified Contact Center Express products.

    Next Step Courses

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