This course is designed for those interested to learn to become a Cisco contact center express administrator, install and deploy the UCCX, design the flow and scripting of a call, and agent screen pop-ups.
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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 free and pre-built Cisco Sandbox lab
What you’ll learn:Â
- Installing and deploying Cisco Unified Contact Center Express
- Implementing Cisco Unified Contact Center Express
- Cisco UCCX call flow designing and scripting
- Agent screen pop-ups
Requirements:Â
- Should know basics of Cisco IP Telephony
- Should know basic of Cisco Unified Communication
Software version used in the course:
- Cisco UCCX 12.5
Cisco Unified Contact Center technologies provide powerful, agent-based services that result in reduced business costs and improved customer response by providing sophisticated and distributed automatic call distributor (ACD), interactive voice response (IVR), computer telephony integration (CTI), and agent and desktop services. It enables the effective management of inbound and outbound voice, email, webchat, and customer interactions.
This course will teach you how to build a contact center based on the Cisco Unified Contact Center Express (UCCX). Cisco UCCX is a highly in-demand call center platform across the globe. The course provides a step-by-step process to set up Agents, Supervisors, Queues, Scripting, and troubleshooting. The acquired skill will be helpful in setting up a small/medium contact center environment to meet the needs of a small/medium business.
Our Promise to You
By the end of this course, you will have learned to become a contact center express administrator.
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Course Curriculum
Section 1 - Welcome And Introduction | |||
Welcome Note | 00:00:00 | ||
Section 2 - Cisco Unified Contact Center Express (Cisco UCCX) Administration | |||
Cisco UCCX Agent Configuration | 00:00:00 | ||
Configuration Of Agents, Skills, CSQs, Supervisors, Teams | 00:00:00 | ||
CSQs – Contact Service Queue | 00:00:00 | ||
Teams And Supervisors | 00:00:00 | ||
Introduction To UCCX Script Editor And A Basic Call Flow | 00:00:00 | ||
Debugging And Troubleshooting Live Contact Center Call Using UCCX Script Editor | 00:00:00 | ||
Time Of Day And Day Of The Week Routing | 00:00:00 | ||
Real Time Prompts Generation | 00:00:00 | ||
Cisco UCCX 12.5 Installation | 00:00:00 | ||
Free UCCX Sandbox Lab For Practice | 00:00:00 |