UCCXD: Deploying Cisco Unified Contact Center Express v6

Course Overview

1. Cisco Unified CCX

• Relationship between the Unified CCX platform and the three products it supports
• Three Cisco products supported by the Unified CCX engine platform
• Unified CCX hardware and software components to include all server types, standby deployments, and scalability 
• New and improved functions of the three Unified CCX products to include Unified CCX v11.0

2. Designing and Ordering

• Properly size the Unified CCX products by using calculators provided by Cisco 
• Properly order Unified CCX products using the Unified CCX configuration and ordering tool 
• Network considerations surrounding a Unified CCX deployment 
• Using the Solution Reference Network Design for Cisco Unified CCX and Cisco Unified IP IVR and other documents to support a Unified CCX design and deployment

3. Installation and Configuration

• Installing Unified CCX software on all servers in a cluster 
• Activating and configuring all components in a CCX cluster 
• Configuring and testing a simple CCX Script Application 
• Troubleshooting installations using log files

4. Unified CCX Editor

• Navigate the Unified CCX Editor functionality 
• Creating, deleting, and editing variables 
• Saving and uploading valid scripts to the repository 
• Performing the debug process to test a script 
• Troubleshooting an application and script using trace files

5. Basic Unified CCX Editor Steps

• Creating a simple script workflow to answer a call 
• Adding comments to identify and explain the script and subsequent groups of steps 
• Playing voice prompts to share information or instructions with callers 
• Terminating and ending a call 
• Validate, save as, upload, refresh, and debug a script

6. Caller and System Inputs

• Collecting information from a caller by presenting a list of choices using the menu step
• Collecting digits from a caller by using the Get Digit String step 
• Getting information from the system to alter the logic of the call flow 
• Validate, save as, upload, refresh, and debug the script

7. Database Access

• Connecting to a database 
• Reading and getting information from the database by creating a SQL query within a script step 
• Referencing database locations 
• Writing information to a SQL database 
• Closing the database connection and terminating database resources

8. Logical Operations

• Applying Boolean logic in scripts 
• Creating and modifying counters 
• Creating and managing timing loops 
• Redirecting script logic based on the evaluation of “If” statements 
• Using call subflows as reusable scripts 
• Creating specialized prompts

9. Caller Transfers

• Creating day-of-week and time-of-day ranges for different handling 
• Transferring calls to various extensions as a function of day and time 
• Getting information associated with a call
• Designating calls as completed for reporting 
• Determining if the caller has hung up 
• Determining if today is a holiday

10. Configuring Unified CCX

• Cisco Unified CCX product, features, and capabilities 
• Configuring Unified CCX on the CUCM and CCX server

11. Finesse Product Suite

• Configuring Finesse Agent Desktop and Finesse Supervisor Desktop 
• Testing the Finesse Agent Desktop and Finesse Supervisor Desktop configurations 
• Examining the IP Phone Agent

12. Unified CCX Script Techniques

• Defining and using Unified CCX Editor Unified CCX steps 
• Testing a sample application using the Unified CCX steps in the Unified CCX Editor

13. Finesse Administrator

• Configuring the Unified CCX enterprise data using the Finesse Desktop Administrator 
• Configuring work flows, personnel, and teams 
• Creating screen pops and macros 
• Creating wrap-up codes

14. Outbound Dialer and Agent Chat

• Examine Outbound Dialer

15. Session Management

• Examine Session Management to retrieve information from a previous call

16. Media Resource Control Protocol (MRCP) Speech Technologies

• Examine Nuance ASR and TTS servers

17. Reporting

• Accessing and analyzing real-time reports 
• Configure Cisco Unified Intelligence Center (CUIC) historical reporting 
• Accessing and analyzing historical reports

18. Servicing and Troubleshooting

• Traces and logs

Lab Outline

• Lab 1: Remote Labs Access
• Lab 2: Disaster Recovery Lab
• Lab 3: IP Phone Registration
• Lab 4: 9951 Registration
• Lab 5: Exclusive – Unified FX Phone Control
• Lab 6: Cisco Jabber
• Lab 7: UCCX Initialization and Configuration
• Lab 8: UCCX Disaster Recovery
• Lab 9: UCCX Telephony and Media Fundamentals
• Lab 10: UCCX Script Editor Fundamentals
• Lab 11: UCCX Scripting Foundations Lab
• Lab 12: UCCX Scripting Prompting and Input Collection
• Lab 13: UCCX Scripting Database Access
• Lab 14: UCCX Scripting Logical Operations
• Lab 15: UCCX Scripting Time of Day
• Lab 16: UCCX Prompt Management
• Lab 17: UCCX Agent and Supervisor and Queue Provisioning
• Lab 18: UCCX Finesse Agent and Supervisor Desktops
• Lab 19: UCCX Advanced Queue Design and Scripting
• Lab 20: UCCX Finesse Desktop Administrator
• Lab 21: UCCX Advanced Scripting and Screen Pops
• Lab 22: Cisco Unified Intelligence Center (CUIC) Reporting
• Lab 23: UCCX Serviceability

Prerequisites

• Working knowledge of fundamental terms and concepts of computer networking, including LANs, WANs, and IP switching and routing 
• Basic knowledge of CUCM
• Basic knowledge of contact center operations 
• Familiarity with Microsoft desktop applications and SQL database operations