Cisco Unified CCX Product Introduction
- Cisco Unified CCX Product Packages
- Cisco Unified CCX Architecture
- Designing Cisco Unified CCX
Cisco Unified CCX Installation and Configuration
- Installing Cisco Unified CCX
- Managing Cisco Unified CCX
- Configuring Basic Properties of Cisco Unified CCX
Cisco Unified CCX Scripting
- Understanding Script Editor Basics
- Creating a Basic IVR Script
- Prompting and Collecting Information
- Accessing an External Database
- Making Decisions
- Confirming Caller Input
Cisco Unified CCX ACD Operations
- Implementing Cisco Unified CCX
- Scripting Fundamentals for Cisco Unified CCX
- Using Finesse Administration and Call Recording
- Advanced Scripting Topics for Cisco Unified CCX
- Using Cisco Unified CCX Reports
Cisco Unified CCX Premium Functions
- Configuring the Outbound Dialer
- Agent Email and Agent Web Chat
- Understanding ASR and TTS
Cisco Unified CCX Maintenance
- Using Cisco Unified RTMT
- Using Disaster Recovery System
Labs
- Lab 1: Review Cisco Unified CCX Installation
- Lab 2: Provisioning Telephony and Media
- Lab 3: Understanding Script Editor Basics
- Lab 4: Start your New Locator Script
- Lab 5: Prompt and Collect Information from a Caller
- Lab 6: Accessing a Database
- Lab 7: Loops, Counters, and Decision-Making
- Lab 8: Confirming Caller Input
- Lab 9: Configuring Cisco Unified CCX
- Lab 10: Cisco Unified CCX Scripting
- Lab 11: Using Finesse Administration and Call Recording
- Lab 12: Advanced Cisco Unified CCX Scripting Techniques
- Lab 13: Cisco Unified Contact Center Express Reporting
- Lab 14: Outbound Preview Dialing
- Lab 15: Agent Email and Web Chat
- Lab 16: Spoken Names and Automatic Speech Recognition
- Lab 17: Using the Cisco Unified Real-time Monitoring Tool