Cisco UCCXD Training Class - Deploying Cisco Unified Contact Center Express v4.0 Certification Course
 Cisco UCCXD Unified Contact Center Express class prepares you for Cisco Exam 642-165
In this course, you'll gain an understanding of Cisco's Unified Contact Center Express v8.0 (CCX) product and all of its associated client applications and
scripting tools. You will learn about all of the CCX components, servers, deployment options, and clients, and you will learn how to perform capacity planning, choose the correct product features, and
install the product.
Major emphasis is placed on the CCX Script Editing tool, which allows administrators to script
the contact center's caller experience, including queries, recordings, menu input, digit string input, and database operations, through the system. You will cover the Cisco Agent Desktop,
Cisco Supervisor Desktop, and Cisco Desktop Administrator to optimize the Call Agent's desktop display and options, supervisor optimization of the call center, and reporting options
and customizations. You will explore Automatic Speech Recognition (ASR) and Text-To-Speech (TTS) technologies and investigate options for troubleshooting.
Dates and Locations nationally
UCCXD Class Covers
- Design and plan a Unified Contact Center Express and a Unified IP IVR implementation
- Install or discuss all CRS components, servers, and clients
- Configure all CRS components
- Build workflow applications to exploit Unified IP IVR features and capabilities
- Build contact center workflows to exploit Unified Contact Center Express features and capabilities
- Deploy and use Agent and Supervisor Desktop software
- Deploy Outbound Preview Dialer for Unified CCX v7.0
- Troubleshoot installations and workflows
Course Labs
Lab 1: Sizing and Ordering Cisco Unified CCX
Lab 2: Topology and Deployment
Lab 3: Cisco Unified CCX Installation
Lab 4: Provision Telephony and Media
Lab 5: Install UCCX Editor
Lab 6: Initial Locator Script
Lab 7: Prompt and Collect Script Steps
Lab 8: Database Access
Lab 9: Logical Operations: Loops and Counters
Lab 10: Caller Input Confirmation
Lab 11: Provisioning Cisco Unified CCX
Lab 12: Cisco Supervisor and Agent Desktops
Lab 13: Cisco Unified CCX Script Steps
Lab 14: Desktop Workflow Administrator
Lab 15: Advanced Scripting: Time and Holiday Operations
Lab 16: Prompt Recording
Lab 17: Cisco Unified CCX Reporting
Lab 18: Remote Monitoring
Lab 19: Outbound Preview Dialing
Lab 20: Agent E-Mail CSQ
Lab 21: Spoken Names and Automatic Speech Recognition
Lab 22: Exclusive - Text-to-Speech.
Class Dates and Locations - UCCXD Training Class
Feb 13 - 17, 2012 Houston, TX
Feb 13 - 17, 2012 Toronto, ON
Feb 27 - Mar 2, 2012 Washington, DC
Mar 5 - 9, 2012 Raleigh, NC
Mar 12 - 16, 2012 Ottawa, ON
Mar 12 - 16, 2012 San Jose, CA
Mar 19 - 23, 2012 Orlando, FL
Mar 26 - 30, 2012 Atlanta, GA
Apr 2 - 6, 2012 Dallas, TX
Apr 9 - 13, 2012 New York, NY
Apr 16 - 20, 2012 Boston, MA
Apr 23 - 27, 2012 Chicago (Schaumburg), IL
Apr 30 - May 4, 2012 Los Angeles, CA
May 7 - 11, 2012 Montreal, QC
May 28 - Jun 1, 2012 Toronto, ON
Jun 18 - 22, 2012 Ottawa, ON
Jun 25 - 29, 2012 Raleigh, NC
Jun 25 - 29, 2012 Washington, DC
Jul 9 - 13, 2012 New York, NY
Jul 9 - 13, 2012 San Jose, CA
Jul 16 - 20, 2012 Atlanta, GA
Jul 23 - 27, 2012 Chicago (Schaumburg), IL
Jul 23 - 27, 2012 Vancouver, BC
Jul 30 - Aug 3, 2012 Morristown, NJ
Aug 13 - 17, 2012 Dallas, TX
Aug 13 - 17, 2012 Toronto, ON
Aug 20 - 24, 2012 Minneapolis, MN
Aug 27 - 31, 2012 Houston, TX
Sep 24 - 28, 2012 Washington, DC
Refund Policy-
For full refund, class or boot camp must be canceled in writing via email or fax at least 14 days prior to start of class.
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