This course, Deploying Cisco Unified Contact Center Express (UCCXD) v6.0, provides the student with hands-on experience and knowledge of tasks typically performed during contact center deployment.


* Actual course outline may vary depending on offering center. Contact your sales representative for more information.

Learning Objectives

Upon completing this course, the learner will be able to meet these overall 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 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

  • Cisco Unified CCX Product Overview

  • Cisco Unified CCX Product Packages
    Cisco Unified CCX Architecture
    Designing Cisco Unified CCX

  • Cisco Unified CCX Installation and Configuration

  • Installing Cisco Unified CCX
    Managing Cisco Unified CCX
    Configuring Basic Properties of Cisco Unified CCX

  • Cisco Unified CCX Scripting

  • Understanding Script Editor Basics
    Creating a Basic IVR Script
    Prompting and Collecting Information
    Accessing an External Database
    Making Decisions
    Confirming Caller Input

  • Cisco Unified CCX ACD Operations

  • Implementing Cisco Unified CCX


The primary audience for this course is Cisco Unified Communications system channel partners and resellers, System engineers, and Customers deploying and maintaining Cisco Unified Contact Center Express products.




While there are no prerequisites for this course, please ensure you have the right level of experience to be successful in this training.


Length: 5.0 days (40 hours)


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