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Course Schedule
| Date | Time | Price | Options |
|---|---|---|---|
| 05/11/2026 | 09:00 AM - 05:00 PM CT | 4,195.00 |
Overview
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.
Prerequisites
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
Target Audience
- Cisco Unified Communications system channel partners and resellers
- System engineers
- Customers deploying and maintaining Cisco Unified Contact Center Express products.
Course Objectives
- Provide a comprehensive overview of the Cisco Unified Contact Center Express product suite. This overview will cover descriptions of the product, compatibility, and hardware and software options, architecture, and sizing and ordering tools.
- Provide a complete description of the Cisco Unified CCX installation process, the configuration required with an overview of the most common configuration web pages, and describe the call flow processes needed to establish a call on Cisco Unified CCX.
- Describe the Cisco Unified CCX script editor, how it is installed and how to implement common IVR scripting techniques.
- Provide a comprehensive view of Cisco Unified CCX ACD operations to include basic contact center build-up, scripting, agent and supervisor desktop configurations, advanced scripting topics, and reporting.
- Describe how to install, configure and use features found in Cisco Unified CCX Premium such as Remote Monitoring, Outbound Dialer, Agent Email, Agent Web Chat, and Automatic Speech Recognition (ASR) and Text-to-Speech (TTS).
- Understand how to maintain and monitor a Cisco Unified CCX system.
Course Outline
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
FAQ
What if I have to reschedule my class due to conflict?
Ten (10) business days’ notice is required to reschedule a class with no additional fees. Notify TOPTALENT LEARNING as soon as possible at 469-721-6100 or by written notification to info@toptalentlearning.com to avoid rescheduling penalties.
How do I enroll for this class?
Please contact our team at 469-721-6100; we will gladly guide you through the online purchasing process.
What happens once I purchase a class?
You will receive a receipt and an enrollment confirmation sent to the email you submitted at purchase. Your enrollment email will have instructions on how to access the class. Any additional questions our team is here to support you. Please call us at 469-721-6100.
What is your late policy?
If a student is 15 minutes late, they risk losing their seat to a standby student. If a student is 30 minutes late or more, they will need to reschedule. A no-show fee will apply. Retakes are enrolled on a stand-by basis. The student must supply previously issued courseware. Additional fees may apply.
What happens when I finish my class?
You will receive a ‘Certificate of Completion’ once you complete the class. If you purchased an exam voucher for the class, a team member from TOPTALENT LEARNING will reach out to discuss your readiness for the voucher and make arrangements to send it.