Course Description

In this course, you'll gain an understanding of Cisco’s Unified Contact Center Express (Unified CCX) product and all of its associated client applications and scripting tools. You will learn about all of the Unified CCX components, servers, deployment options, and clients. You will learn how to perform capacity planning, choose the correct product features, and install the product.

Our instructors place major emphasis on the Unified CCX script editing tool, Unified CCX Editor, which allows administrators to script the contact center’s caller experience through the system, including queries, recordings, menu input, digit string input, and database operations. You will cover the Cisco Finesse Agent and Supervisor Desktops as well as the Finesse Desktop Administration tool to optimize the call agent’s desktop display and options, supervisor optimization of the call center, and reporting options and customizations. You will explore Automatic Speech Recognition (ASR) and Text-to-Speech (TTS) technologies, Social Miner, and Outbound Dialing technologies and you’ll examine options for troubleshooting, reporting, and maintaining the system.

Our voice network labs use the latest hardware and software and all of our IP telephony courses provide a simulated public switched telephone network (PSTN).

Objectives

• Planning and deploying a Cisco Unified CCX system version 11.0
• Telephony and media configuration for deployment with CUCM
• Scripting techniques and best practices
• Scripting operations including greeting, prompt and collect, caller input, database queries, and logic
• Time-of-day and holiday operations
• Queue management and best practices for queuing
• Finesse Agent, Finesse Supervisor, and Finesse Administrator
• Cisco IP Phone Agent
• Session Management
• CUIC and real-time reporting
• Remote Monitoring
• Outbound preview dialing
• TTS and ASR
• Real-Time Monitoring
• Disaster recovery

Audience

• Systems integrators who deploy Cisco Unified CCX
   
• System engineers, architects, and support staff who:
  • Maintain and configure Finesse supervisor and Finesse agent clients 
  • Write scripts and maintain script integrity 
  • Require a fundamental understanding of the issues and solutions related to implementation 
  • Maintain the server system and telephony system for the contact center

Prerequisites

• Working knowledge of fundamental terms and concepts of computer networking, including LANs, WANs, and IP switching and routing 
• Basic knowledge of CUCM
• Basic knowledge of contact center operations 
• Familiarity with Microsoft desktop applications and SQL database operations

Content

Classroom Live Outline

1. Cisco Unified CCX

• Relationship between the Unified CCX platform and the three products it supports
• Three Cisco products supported by the Unified CCX engine platform
• Unified CCX hardware and software components to include all server types, standby deployments, and scalability 
• New and improved functions of the three Unified CCX products to include Unified CCX v11.0

2. Designing and Ordering

• Properly size the Unified CCX products by using calculators provided by Cisco 
• Properly order Unified CCX products using the Unified CCX configuration and ordering tool 
• Network considerations surrounding a Unified CCX deployment 
• Using the Solution Reference Network Design for Cisco Unified CCX and Cisco Unified IP IVR and other documents to support a Unified CCX design and deployment

3. Installation and Configuration

• Installing Unified CCX software on all servers in a cluster 
• Activating and configuring all components in a CCX cluster 
• Configuring and testing a simple CCX Script Application 
• Troubleshooting installations using log files

4. Unified CCX Editor

• Navigate the Unified CCX Editor functionality 
• Creating, deleting, and editing variables 
• Saving and uploading valid scripts to the repository 
• Performing the debug process to test a script 
• Troubleshooting an application and script using trace files

5. Basic Unified CCX Editor Steps

• Creating a simple script workflow to answer a call 
• Adding comments to identify and explain the script and subsequent groups of steps 
• Playing voice prompts to share information or instructions with callers 
• Terminating and ending a call 
• Validate, save as, upload, refresh, and debug a script

6. Caller and System Inputs

• Collecting information from a caller by presenting a list of choices using the menu step
• Collecting digits from a caller by using the Get Digit String step 
• Getting information from the system to alter the logic of the call flow 
• Validate, save as, upload, refresh, and debug the script

7. Database Access

• Connecting to a database 
• Reading and getting information from the database by creating a SQL query within a script step 
• Referencing database locations 
• Writing information to a SQL database 
• Closing the database connection and terminating database resources

8. Logical Operations

• Applying Boolean logic in scripts 
• Creating and modifying counters 
• Creating and managing timing loops 
• Redirecting script logic based on the evaluation of “If” statements 
• Using call subflows as reusable scripts 
• Creating specialized prompts

9. Caller Transfers

• Creating day-of-week and time-of-day ranges for different handling 
• Transferring calls to various extensions as a function of day and time 
• Getting information associated with a call
• Designating calls as completed for reporting 
• Determining if the caller has hung up 
• Determining if today is a holiday

10. Configuring Unified CCX

• Cisco Unified CCX product, features, and capabilities 
• Configuring Unified CCX on the CUCM and CCX server

11. Finesse Product Suite

• Configuring Finesse Agent Desktop and Finesse Supervisor Desktop 
• Testing the Finesse Agent Desktop and Finesse Supervisor Desktop configurations 
• Examining the IP Phone Agent

12. Unified CCX Script Techniques

• Defining and using Unified CCX Editor Unified CCX steps 
• Testing a sample application using the Unified CCX steps in the Unified CCX Editor

13. Finesse Administrator

• Configuring the Unified CCX enterprise data using the Finesse Desktop Administrator 
• Configuring work flows, personnel, and teams 
• Creating screen pops and macros 
• Creating wrap-up codes

14. Outbound Dialer and Agent Chat

• Examine Outbound Dialer

15. Session Management

• Examine Session Management to retrieve information from a previous call

16. Media Resource Control Protocol (MRCP) Speech Technologies

• Examine Nuance ASR and TTS servers

17. Reporting

• Accessing and analyzing real-time reports 
• Configure Cisco Unified Intelligence Center (CUIC) historical reporting 
• Accessing and analyzing historical reports

18. Servicing and Troubleshooting

• Traces and logs

Classroom Live Labs

Lab 1: Remote Labs Access
Lab 2: Disaster Recovery Lab
Lab 3: IP Phone Registration
Lab 4: 9951 Registration
Lab 5: Exclusive – Unified FX Phone Control
Lab 6: Cisco Jabber
Lab 7: UCCX Initialization and Configuration
Lab 8: UCCX Disaster Recovery
Lab 9: UCCX Telephony and Media Fundamentals
Lab 10: UCCX Script Editor Fundamentals
Lab 11: UCCX Scripting Foundations Lab
Lab 12: UCCX Scripting Prompting and Input Collection
Lab 13: UCCX Scripting Database Access
Lab 14: UCCX Scripting Logical Operations
Lab 15: UCCX Scripting Time of Day
Lab 16: UCCX Prompt Management
Lab 17: UCCX Agent and Supervisor and Queue Provisioning
Lab 18: UCCX Finesse Agent and Supervisor Desktops
Lab 19: UCCX Advanced Queue Design and Scripting
Lab 20: UCCX Finesse Desktop Administrator
Lab 21: UCCX Advanced Scripting and Screen Pops
Lab 22: Cisco Unified Intelligence Center (CUIC) Reporting
Lab 23: UCCX Serviceability