In this course, you'll gain an understanding of Cisco’s Unified Contact Center Express (Unified CCX) product and all of its associated client applications and scripting tools. You will learn about all of the Unified CCX components, servers, deployment options, and clients. You will learn how to perform capacity planning, choose the correct product features, and install the product.
IS THIS THE RIGHT COURSE?
WHO SHOULD ATTEND?
What You Will Learn
1. Cisco Unified CCX
2. Designing and Ordering
3. Installation and Configuration
4. Unified CCX Editor
5. Basic Unified CCX Editor Steps
6. Caller and System Inputs
7. Database Access
8. Logical Operations
9. Caller Transfers
10. Configuring Unified CCX
11. Finesse Product Suite
12. Unified CCX Script Techniques
13. Finesse Administrator
14. Outbound Dialer and Agent Chat
15. Session Management
16. Media Resource Control Protocol (MRCP) Speech Technologies
17. Reporting
18. Servicing and Troubleshooting
Lab Outline