Overview

This instructor led, online training course is designed to support Cisco Contact Center engineers or administrators with a focus on basic adds, moves, and changes. Students will learn the basics of how an Express Cisco Contact Center operates within a production environment. Students will learn some of the more common features and applications available including how to setup phones, agents, applications and more! Students will also learn the fundamentals of UCCX’s scripts.

Course Instructor: Joe Limardo

Course Outline

  • Introduction and preparation
  • Installation and initiazation
  • Terminology
  • Call distrubition
  • Complete telephony
  • Resource management
  • Creation
  • CSQs based on skills
  • Resource and CSQ options
  • Desktop suite
  • Agent desktop
  • Supervisor desktop
  • Desktop administrator
  • Finesse
  • IP phone agent
  • Enabling
  • Linking phone
  • Introduction to scripts
  • CCX editor
  • Examining icd.aef
  • Scripting steps
  • Enterprise data
  • Data format
  • Customization and automation
  • Dial strings
  • Phone book
  • Reason codes
  • CAD agent
  • Silent monitoring and recording
  • Monitoring calls
  • Client based monitoring
  • Server based monitoring
  • Recording
  • Remote monitoring
  • Email
  • Agent and setup
  • Web chat
  • SocialMiner
  • Agent
  • Chat widget
  • Outbound dialing
  • Campaigns
  • SIP gateway
  • Optimizing outbound calls
  • Agent based campaigns
  • HTML trigger
  • Implementation
  • Database subsystem
  • JDBC driver
  • Database configuration
  • Reporting
  • Real-time reporting
  • Wallboard
  • Historical reporting
  • Troubleshooting
  • Config files
  • Trace tools
  • Network services
  • Show commands

Skills Learned

After completing this online training course, students will be able to:

  • The basics of UCCX
  • Resource management
  • Basics of call scripting
  • Monitoring and recording
  • Dial strings