Course Content
Cisco Unified CCX Product Overview
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
Installing the Cisco Unified CCX Script Editor
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 Desktop Administration
Advanced Cisco Unified Contact Center Express Scripting Topics
Using Cisco Unified CCX Reports
Cisco Unified Contact Center Express Premium Functions
Using Remote Monitoring
Configuring the Outbound Dialer
Configuring Agent Email and Agent Web Chat
Understanding ASR and TTS
Cisco Unified CCX Maintenance
Using Cisco Unified RTMT
Using the Disaster Recovery System