Deploying Unified Contact Center Express

Callcenter solution

The course covers the installation and configuration of Cisco Unified Contact Center Express (Unified CCX) and Cisco IP Interactive Voice Response (Unified IP IVR).

After a product overview, you will learn how to install and configure the solution. For the integration in the CUCM (Cisco Unified Communications Manager) there is a little detour to this. Only basic integration steps are considered and no specific details about the CUCM are discussed. Previous knowledge should be available here.

Based on the installation, the classic IVR is first dealt with and scripts are created using the script editor. This also includes announcements and extended functions such as database access.

After the IVR topic has been dealt with, agents are set up. Here, too, scripts must be created that distribute calls to agents according to specific specifications such as skills or simply on the basis of groups. The supervisor desktop is introduced to monitor the performance of the agents.

The course is rounded off with premium functions such as outbound dialing, ASR (Automatic Speech Recognition), TTS (Text-To-Speech) and other contact options such as mail and chat. Of course, important topics such as monitoring and maintenance are also included.