Mastering Cisco UCCX: Expert-Level Configuration and Troubleshooting
Course Overview This comprehensive course is designed to equip participants with the expert-level knowledge and skills required to configure and troubleshoot Cisco Unified Contact Center Express (UCCX). Through interactive and engaging lessons, participants will gain hands-on experience with real-world applications, preparing them for the challenges of a modern contact center environment.
Course Objectives - Configure and troubleshoot Cisco UCCX to meet the needs of a modern contact center
- Design and implement effective contact center solutions using Cisco UCCX
- Troubleshoot common issues and optimize system performance
- Implement advanced features and functionality, including scripting and integration with other Cisco solutions
- Develop the skills and knowledge required to become a Cisco UCCX expert
Course Outline Module 1: Introduction to Cisco UCCX
- Overview of Cisco UCCX and its role in the contact center
- Key features and benefits of Cisco UCCX
- System architecture and components
- Installation and initial configuration
Module 2: UCCX Configuration
- Configuring agents, teams, and queues
- Setting up call routing and distribution
- Implementing call recording and quality monitoring
- Configuring IVR and self-service options
Module 3: UCCX Scripting
- Introduction to UCCX scripting
- Creating and editing scripts using the UCCX Editor
- Implementing conditional logic and decision-making
- Using variables and data sources
Module 4: Advanced UCCX Features
- Implementing callback and scheduled callback
- Configuring email and chat integration
- Using the UCCX API for custom integrations
- Implementing workforce management and scheduling
Module 5: Troubleshooting and Optimization
- Identifying and resolving common issues
- Troubleshooting tools and techniques
- Optimizing system performance and resource utilization
- Best practices for maintenance and support
Module 6: Integration with Other Cisco Solutions
- Integrating UCCX with Cisco Unified Communications Manager (CUCM)
- Integrating UCCX with Cisco Unity Connection
- Integrating UCCX with Cisco Webex Contact Center
- Using the Cisco UCCX API for custom integrations
Module 7: Security and Compliance
- Implementing security measures to protect the UCCX system
- Configuring authentication and authorization
- Implementing data encryption and secure communication protocols
- Meeting compliance requirements for PCI-DSS, HIPAA, and GDPR
Module 8: Real-World Applications and Case Studies
- Real-world examples of UCCX deployments and implementations
- Case studies of successful contact center solutions using UCCX
- Lessons learned and best practices from real-world deployments
- Applying theoretical knowledge to real-world scenarios
Course Features - Interactive and engaging lessons with hands-on exercises and quizzes
- Comprehensive and up-to-date content covering the latest features and best practices
- Expert instructors with real-world experience and expertise in Cisco UCCX
- Certificate of Completion issued by The Art of Service upon completing the course
- Flexible learning options with self-paced online learning and mobile accessibility
- Community-driven learning with discussion forums and peer feedback
- Actionable insights and hands-on projects to apply theoretical knowledge to real-world scenarios
- Bite-sized lessons and progress tracking to help learners stay on track and motivated
- Lifetime access to course materials and future updates
- Gamification and rewards to make learning fun and engaging
Course Prerequisites Basic knowledge of Cisco Unified Communications and contact center operations is recommended. Prior experience with Cisco UCCX is not required, but familiarity with the system is beneficial.
Target Audience - Contact center administrators and managers
- Cisco UCCX engineers and technicians
- Unified communications professionals
- IT professionals interested in contact center solutions
,
- Configure and troubleshoot Cisco UCCX to meet the needs of a modern contact center
- Design and implement effective contact center solutions using Cisco UCCX
- Troubleshoot common issues and optimize system performance
- Implement advanced features and functionality, including scripting and integration with other Cisco solutions
- Develop the skills and knowledge required to become a Cisco UCCX expert
Course Outline Module 1: Introduction to Cisco UCCX
- Overview of Cisco UCCX and its role in the contact center
- Key features and benefits of Cisco UCCX
- System architecture and components
- Installation and initial configuration
Module 2: UCCX Configuration
- Configuring agents, teams, and queues
- Setting up call routing and distribution
- Implementing call recording and quality monitoring
- Configuring IVR and self-service options
Module 3: UCCX Scripting
- Introduction to UCCX scripting
- Creating and editing scripts using the UCCX Editor
- Implementing conditional logic and decision-making
- Using variables and data sources
Module 4: Advanced UCCX Features
- Implementing callback and scheduled callback
- Configuring email and chat integration
- Using the UCCX API for custom integrations
- Implementing workforce management and scheduling
Module 5: Troubleshooting and Optimization
- Identifying and resolving common issues
- Troubleshooting tools and techniques
- Optimizing system performance and resource utilization
- Best practices for maintenance and support
Module 6: Integration with Other Cisco Solutions
- Integrating UCCX with Cisco Unified Communications Manager (CUCM)
- Integrating UCCX with Cisco Unity Connection
- Integrating UCCX with Cisco Webex Contact Center
- Using the Cisco UCCX API for custom integrations
Module 7: Security and Compliance
- Implementing security measures to protect the UCCX system
- Configuring authentication and authorization
- Implementing data encryption and secure communication protocols
- Meeting compliance requirements for PCI-DSS, HIPAA, and GDPR
Module 8: Real-World Applications and Case Studies
- Real-world examples of UCCX deployments and implementations
- Case studies of successful contact center solutions using UCCX
- Lessons learned and best practices from real-world deployments
- Applying theoretical knowledge to real-world scenarios
Course Features - Interactive and engaging lessons with hands-on exercises and quizzes
- Comprehensive and up-to-date content covering the latest features and best practices
- Expert instructors with real-world experience and expertise in Cisco UCCX
- Certificate of Completion issued by The Art of Service upon completing the course
- Flexible learning options with self-paced online learning and mobile accessibility
- Community-driven learning with discussion forums and peer feedback
- Actionable insights and hands-on projects to apply theoretical knowledge to real-world scenarios
- Bite-sized lessons and progress tracking to help learners stay on track and motivated
- Lifetime access to course materials and future updates
- Gamification and rewards to make learning fun and engaging
Course Prerequisites Basic knowledge of Cisco Unified Communications and contact center operations is recommended. Prior experience with Cisco UCCX is not required, but familiarity with the system is beneficial.
Target Audience - Contact center administrators and managers
- Cisco UCCX engineers and technicians
- Unified communications professionals
- IT professionals interested in contact center solutions
,
- Interactive and engaging lessons with hands-on exercises and quizzes
- Comprehensive and up-to-date content covering the latest features and best practices
- Expert instructors with real-world experience and expertise in Cisco UCCX
- Certificate of Completion issued by The Art of Service upon completing the course
- Flexible learning options with self-paced online learning and mobile accessibility
- Community-driven learning with discussion forums and peer feedback
- Actionable insights and hands-on projects to apply theoretical knowledge to real-world scenarios
- Bite-sized lessons and progress tracking to help learners stay on track and motivated
- Lifetime access to course materials and future updates
- Gamification and rewards to make learning fun and engaging
Course Prerequisites Basic knowledge of Cisco Unified Communications and contact center operations is recommended. Prior experience with Cisco UCCX is not required, but familiarity with the system is beneficial.
Target Audience - Contact center administrators and managers
- Cisco UCCX engineers and technicians
- Unified communications professionals
- IT professionals interested in contact center solutions
,
- Contact center administrators and managers
- Cisco UCCX engineers and technicians
- Unified communications professionals
- IT professionals interested in contact center solutions