DEPLOYING CISCO UNIFIED CONTACT CENTER EXPRESS PDF
CHAPTER 4. Basic Contact Flow Concepts for a Unified CM Deployment packages for Cisco Unified Contact Center Express (Unified CCX). Audience sppn.info exam tests a candidate's knowledge of the design, implementation, and operation of Cisco Contact Center Express version deployments. Deploying Cisco Unified Contact Center Express (UCCX) Download PDF Cisco Unified CCX Datastores; Cisco Unified CCX Deployment Models.
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•UCCX Deployment, Considerations Unified. Customer. Voice Portal. Cisco Unified Contact Centre. Express/IP IVR. Cisco different number of columns. 14 . In this course, you'll gain an understanding of Ciscos Unified Contact Center Express (Unified CCX) product and all of its associated client applications and. 1 Deploying Cisco Unified Contact Center Express UCCXD v; 5 days, Instructor-led Course Description This course, Deploying Cisco Unified Contact Center.
Deploying Cisco Unified Contact Center Express (UCCX)
Upon completing this lesson, you will be able to create a simple interactive voice response IVR -type script used to answer a call, play a prompt, and disconnect the call. Describe how to start a blank script or a script from a template Describe the steps used for starting and ending a call Describe the basic steps required to play a message to a caller.
Procedures for accepting speech from a caller are covered in a later lesson. To support the discussion, we will use the Script Editor to enhance the Locator workflow script to accept caller input. Upon completing this lesson, you will be able to add functionality to the script using the steps to collect information from the caller to determine the caller s objectives.
Describe steps that are commonly used to prompt and collect information from a caller Describe steps used to collect audio and user information from a caller Describe how to use the Set step to assign information into a variable Describe how to get and set contact information Describe how to use the Call Redirect step to transfer a call Common Prompt and Collect steps Additional Prompting Steps Assigning Variable Information Getting and Setting Contact Information Transferring a call Lab Prompting and Collecting Information from a Caller Lesson 4: This lesson discusses the processes used to setup and access an external database.
Upon completing this lesson, you will be able to add functionality to a script using steps to acquire information from a supported Structured Query Language SQL database.
Accessing a Database Lesson 5: Making Decisions Almost every script, to be an effective script, will need to implement some form of looping logic and be able to make decisions.
This lesson discusses the principles behind loops, counting loops, exiting loops, and making decisions by evaluating conditional expressions. Upon completing this lesson, you will be able to understand and implement looping logic in a script.
Describe the steps used to create a loop Describe steps that are used for counting Describe steps used in making decisions Steps used to create a loop Steps Used for Counting Decision Steps Lab Loops, Counters, and Decision Making. Confirming Caller Input Confirming a caller s input can sometimes greatly enhance a caller s experience. This lesson discusses those steps you can use to create system generated prompts, confirm caller input, and customize prompt usage. Upon completing this lesson, you will be able to confirm a callers input using a variety of editor steps.
Confirming Caller Input Module 4: There are many different components that make the capability of an ACD possible. Upon completing this lesson, you will be able to implement a basic call center.
This lesson covers those steps utilized to provide basic ACD operations. All the properties of the Cisco Desktop Administrator are now present in two. This includes designating properties for Cisco Unified Presence and Agent.
This lesson describes how to install and use the Cisco Desktop Administration to customize a contact center. Upon completing this lesson, you will be able to utilize Desktop Administration to customize your contact center.
Lab Almost always there is a need to perform routing based on time of day, day of the week and holidays. In many cases, there is a need to pull and manipulate data for decision-making purposes.
This lesson covers those types of activities. Upon completing this lesson, you will be able to perform many of the ancillary functions required in most call centers.
Describe Context Service Describe how to implement day of week, time of day, and holiday routing Describe how to use subflows, real-time data, and exception handling Describe basic data manipulation techniques. Cisco Unified CCX also offers reports from a real-time perspective, report gadgets for Cisco Finesse and reports from a historical perspective. Real-time reports are accessed from the administration and supervisor web pages, and historical reports are accessed from Cisco Unified Intelligence Center Cisco Unified IC.
This lesson describes how to install, configure, and use real-time and historical reports. Upon completing this lesson, you will be able to install and access real-time and historical reports. Upon completing this module, you will be able to install and set up several of the Cisco Unified CCX premium functions.
Agent-based Outbound dialing features provide outbound dialing functionality in addition to existing Cisco Unified CCX inbound capabilities. This feature allows agents who are not busy with inbound calls to handle outbound calls as well. The Outbound IVR feature supports two types of dialing modes namely progressive and predictive. Each dialer dials an appropriate number of contacts to make efficient use on the available system resources. This lesson describes outbound dialing, dialing modes, configurations, and how to use the Cisco Outbound Dialer.
Upon completing this lesson, you will be able to implement an Outbound Dialer solution. Describe the capabilities, limitations and define the dialing modes of the Outbound Dialer Describe configurations that are common for all types of outbound dialing Describe the call flow process and the configuration properties needed to implement Outbound IVR dialing Describe agent-based progressive and predictive dialing and the associated configuration properties Describe direct preview dialing and the associated configuration properties Describe the reports available for the Outbound Dialer Outline useful troubleshooting information Outbound Dialer Overview Common Outbound Configurations Outbound IVR Dialing Agent Based Progressive and Predictive Outbound Dialing Outbound Direct Preview Dialing Outbound Dialer Reports Troubleshooting Information Lab Outbound Preview Dialing Lesson 2: It queues and routes s to staffed and.
Web chat provides entry-level features for managing customer interaction through the company website. Supervisors can blend voice and chat operations with the ability to allocate chat contacts while an agent is on a voice call. This lesson describes how to configure and use Agent and Agent Web Chat.
Upon completing this lesson, you will be able to set up the Agent and Agent Web Chat features. Agent and Web Chat Lesson 3: These speech servers must be downloadd directly from the manufacturers, distributors, or partners.
About Cisco Deploying Cisco Unified Contact Center Express : Exam Torrent
Upon completing this lesson, you will be able to add functionality to a Cisco Unified CCX script application to acquire information from a caller in the form of spoken phrases using ASR and to deliver information to the caller in the form of spoken text using TTS. Upon completing this module, you will be able to perform many of the maintenance activities necessary to keep your system running smoothly.
Using the Disaster Recovery System This lesson provides an overview of the Disaster Recovery System, describes how to use the Disaster Recovery System, and provides procedures for completing various backup related tasks and restore related tasks.
Upon completing this lesson, you will be able to describe the components of DRS and perform a backup. Course Code: Cisco Course Overview Duration: Deploying Cisco Unified Contact Center.
Students build on the knowledge and scripting experience gained in the prerequisite UCCXD course by exploring more advanced.
Course Outline Lesson 1. Troubleshooting Concepts The Call The. Administering Cisco Unified Contact. Avaya Aura Orchestration Designer Avaya Aura Orchestration Designer is a unified service creation environment for faster, lower cost design and deployment of voice and multimedia applications and agent.
Course Overview This five day instructor led. Course B: June 29, Language s: English Audience s: IT Professionals Level: Avaya Aura Experience Portal Avaya Aura Experience Portal delivers a new model for customer experience orchestration that helps you improve customer loyalty, reduce costs, and drive growth.
Avaya Can Help. Siemens HiPath ProCenter Multimedia Today s business climate is tougher than ever, and chances are your competitors are no longer just a local concern. All this means finding ways of improving customer. Solution Overview Cisco Healthcare Intelligent Contact Center Cisco Healthcare Intelligent Contact Center provides a centralized approach to a virtualized contact center that can help improve communication.
NEW ProduCt information Your customers expect you to provide optimal service with maximum availability. We can help. Data Sheet Cisco WebView Reporting Improving customer service in a resource-efficient manner is critical to the success of any contact center.
To produce such operational excellence in their facilities,. You will also create and manage projects. Cisco Unified Contact Center Express 6.
First Published: December 20, Last Modified: Upstream Works Software June Introduction Upstream Works solutions connect customer experience to every aspect of your contact center performance. We provide a complete suite of agent and management.
Course A: This chapter explains how to upgrade Unified CCX. This course is intended for anyone that will need to manage and use Project Server This includes the.
Deploying Cisco Unified Contact Center Express
Course Outline: Instructor-led Classroom Learning Duration: Introducing Cisco Voice and. Cisco Systems, Inc. HP SiteScope Students gain. Can both IP and non-ip agents be. Your contact center is the primary interface to your organization, for your most valuable asset your. Microsoft SQL Server Course It can include entering activity codes, completing forms or sending an outbound communication. This course is also bundled at no cost with. The Mizu Callcenter is based on the MizuManage with the addition of the following functionalities.
Contact Center Help: Campaign Configuration Topic: Page Help: Campaigns Site: Telephony Telephony more than just a phone system.
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You will also create. Envox Call Information Manager Are you a developer looking for a way to integrate telephone call management and associated customer information into your existing applications? Have your customers expressed. Deploying, Configuring, and Administering Microsoft Lync.
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