Cisco Unified Contact Center Express - UCCX Administration

The Cisco Unified Contact Center Express (UCCX) Administration course will teach you how to build a contact center based on the Cisco Unified Contact Center Express (UCCX). Globally, Cisco UCCX is a highly sought-after on-premise call center platform. The course explains how to set up agents, supervisors, queues, scripting, and debugging in a step-by-step fashion. The learned expertise will be useful in creating a small to medium-sized contact center environment to accommodate a small to medium-sized firm.

UCCX Administration Course Overview

By offering sophisticated and distributed automatic call distributor (ACD), interactive voice response (IVR), computer telephony integration (CTI), agent and desktop services, and agent-based services, Cisco Unified Contact Center technologies enable lower business costs and better customer response. It makes it possible to handle customer interactions, incoming and outbound voice, email, web chat, and more effectively.

You will learn and master the following topics:

• Introduction to Cisco Unified Contact Center Express (Cisco UCCX) Administration
• Cisco UCCX Call Center Agent Configuration
• Configuration of Agents, Skills, Call Queues, Supervisors, and Teams, etc
• Configuration of Trigger Numbers, Applications, Scripts, Prompts, and Documents, etc.
• Cisco UCCX Scripting with Basic to Intermediate level of Call Flow building
• Debugging and Troubleshooting Live Contact Center Calls using UCCX Script Editor
• Time of Day and Day of the Week Routing
• Cisco UCCX 12.5 Installation and much more!

What you’ll learn?

• Installing and Deploying Cisco Unified Contact Center Express
• Implementing Cisco Unified Contact Center Express
• Integrating UCCX with Cisco Unified Communication Manager (CUCM)
• Cisco UCCX Call Flow Designing and Scripting
• Agent Screen Pop-ups
• Troubleshooting Live Contact Center Calls
• Free Lab for Cisco Unified Contact Center Express on Cisco Devnet Sandbox
• Lots of Scripting

Who this course is for:

• Unified Communication Engineers curious to implement and troubleshoot Cisco call center sites
• Those who want to learn Cisco UCCX practically by deploying them and playing in the Free and pre-built Cisco Sandbox lab.
• Call Center Administrators, Cloud Architects, IVR Developers, Auto Attendant Developers, QAs, Unified Communication VoIP Engineers and Architects, Entrepreneurs, Startups, Small to Medium Business Owners