Deploying Cisco Unified Contact Center Express (UCCX) Training

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Lalo Nunez

21:15:57

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1-UCCX Introduction to Unified Contact Center Express

1-Introduction to Unified Contact Center Express.mp4

01:56

2-What is UCCX.mp4

14:59

3-UCCX Terminology.mp4

08:54

4-UCCX Call Flow.mp4

04:45

5-Features in UCCX 12.x.mp4

05:45

6-UCCX High Availability.mp4

13:52

2-UCCX Installation of Unified Contact Center Express

1-Intro- Installation of Unified Contact Center Express.mp4

00:32

2-UCCX Sizing.mp4

10:22

3-Preparing for the installation of UCCX.mp4

12:14

4-Installing UCCX.mp4

11:26

5-UCCX Integration with CUCM.mp4

18:18

3-UCCX Creating a basic script

1-Intro- Creating a basic script.mp4

00:45

2-UCCX Administrative Pages.mp4

05:47

3-UCCX Editor.mp4

07:10

4-Creating our first Application.mp4

10:21

5-Creating a Basic Script.mp4

13:36

6-Debugging our Basic Script.mp4

14:35

4-UCCX Creating a script with a menu option

1-Intro- Creating a script with a menu option.mp4

00:45

2-Requirements for our script.mp4

02:30

3-Steps and Variables.mp4

12:21

4-Building our script.mp4

13:45

5-Debugging our script.mp4

06:27

6-Prompt and Menu steps options.mp4

05:32

7-Many ways to accomplish the same task.mp4

06:36

5-UCCX Specifying Business Hours within your script

1-Intro- Specifying Business Hours within your script.mp4

01:34

2-Business Hours.mp4

04:56

3-Calendar Management.mp4

02:32

4-Cisco Finesse Calendar Management.mp4

03:41

5-Building our script.mp4

18:52

6-Time of Day.mp4

07:52

7-Day of the week - Deploying Unified Contact Center Express (UCCX) - CBT Nuggets.mp4

05:30

6-UCCX Using Subflows for Business Hours and Holiday Check

1-Intro- Using subflows for Business Hours and Holiday check.mp4

00:49

2-Business Hours Subflow.mp4

02:37

3-Creating the Business Hours Subflow.mp4

12:31

4-Incorporating the Business Hours Subflow script.mp4

15:55

5-Holiday Check Subflow.mp4

14:20

6-Incorporating the Holiday Check Subflow script.mp4

08:32

7-UCCX Certificate and Resource Management

1-Intro- Certificate and Resource Management.mp4

00:58

2-UCCX Certificates.mp4

10:01

3-Managing Certificates.mp4

12:40

4-UCCX Resource Management.mp4

20:14

5-UCCX User Management.mp4

11:19

8-UCCX Routing calls to agents and Cisco Finesse

1-Intro- Routing calls to agents and Cisco Finesse.mp4

00:41

2-UCCX Agent Requirements.mp4

06:26

3-Creating resources for our call center.mp4

06:41

4-Basic Script with Agents.mp4

10:30

5-Cisco Finesse Agent Desktop.mp4

06:40

6-Cisco Finesse Supervisor Desktop.mp4

04:46

7-What if no agents are logged in.mp4

22:57

9-UCCX Customizing the Cisco Finesse Desktop

1-Intro- Customizing the Cisco Finesse Desktop.mp4

00:41

2-Not Ready Codes.mp4

08:57

3-Sign Out Codes.mp4

04:13

4-Wrap-up Codes.mp4

10:17

5-Phonebooks.mp4

07:04

6-Call Variables.mp4

14:01

10-UCCX Cisco Finesse Administration

1-Intro- Cisco Finesse Administration.mp4

01:04

2-Finesse Desktop Chat.mp4

15:27

3-Finesse Desktop Layout.mp4

10:57

4-Finesse Workflows.mp4

11:53

5-Supervisor Calendar Management.mp4

10:52

11-UCCX Finesse IP Phone Agent

1-Intro- Finesse IP Phone Agent.mp4

01:16

2-Finesse IP Phone Agent.mp4

06:38

3-Configure FIPPA Application user.mp4

05:06

4-Configure Finesse IP Phone service.mp4

08:13

5-Configure certificates for FIPPA.mp4

07:06

6-FIPPA Demo.mp4

06:39

7-FIPPA one button login.mp4

10:03

12-UCCX Configure Queue MoH and Prompts

1-Intro- Configure Queue MoH and Prompts.mp4

00:44

2-Playing hold music while in queue.mp4

10:53

3-Playing custom hold music while in queue.mp4

14:55

4-Playing multiple prompts while in queue.mp4

18:09

5-Set the MoH within the UCCX script.mp4

07:54

13-UCCX Increment Step, Position in Queue and Estimated Wait Times

1-Intro- Increment Step, Position in Queue and Estimated Wait Times.mp4

00:41

2-Use the Increment step to determine when a prompt is played.mp4

12:45

3-Position in Queue.mp4

19:19

4-Estimated Wait Time.mp4

14:25

14-UCCX Create a Prompt Recorder

1-Intro- Create a Prompt Recorder.mp4

01:03

2-Supervisor Advanced Capabilities.mp4

15:13

3-Test our Prompt Recorder.mp4

10:56

4-Create a Prompt Recorder.mp4

26:29

5-Prompt Recorder Enhancements.mp4

15:06

15-UCCX Check for Emergency Status

1-Intro- Check for Emergency Status.mp4

00:55

2-Emergency Status Overview.mp4

04:15

3-Emergency Status Subflow.mp4

06:08

4-Incorporate Emergency Status to main script.mp4

16:41

5-Change Emergency Status Demo.mp4

09:34

6-Allow Call Center to change Emergency Status.mp4

28:53

16-UCCX UCCX and external databases

1-Intro- UCCX and external databases.mp4

00:52

2-UCCX and external databases.mp4

05:50

3-Install drivers to access external databases.mp4

06:17

4-Configure our DataSource.mp4

06:17

5-Create our Database Lookup subflow.mp4

11:35

6-Incorporate Database lookup in our main script.mp4

19:34

17-UCCX Message of the Day Prompts

1-Intro- Message of the Day Prompts.mp4

00:59

2-Basic Service Desk script.mp4

14:54

3-Service Desk MOTD subflow.mp4

06:15

4-Service Desk script with MOTD check.mp4

12:19

5-Change MoTD status and Prompt Script.mp4

18:33

6-Complete Change MoTD status and Prompt Script.mp4

19:33

7-Change MoTD status and Prompt Demo.mp4

11:03

18-UCCX Priority Queuing and other scripting techniques

1-Intro- Priority Queuing and other scripting techniques.mp4

00:54

2-Priority Queuing.mp4

12:35

3-On Exception Goto Step.mp4

11:45

4-Sending Email within our script.mp4

15:52

5-Optout to Voicemail.mp4

13:03

19-UCCX Configure Callback within our script

1-Intro- Configure Callback within our script.mp4

00:36

2-Offering a Callback Option.mp4

03:39

3-Create the Callback script.mp4

05:53

4-Configure UCCX for Callback.mp4

10:39

5-Configure our Service Desk script to offer Callback.mp4

15:59

6-Testing callback.mp4

19:48

20-UCCX CUIC and Live Data Reports

1-Intro- CUIC and Live Data Reports.mp4

00:46

2-Reports Intro.mp4

07:44

3-Agent Live Data Reports.mp4

09:53

4-Supervisor Live Data Reports.mp4

17:20

5-CUIC Configuration.mp4

10:12

21-UCCX CUIC and Agent Historical Reports

1-Intro- CUIC and Agent Historical Reports.mp4

01:00

2-Live Data Reports vs Historical Reports.mp4

07:27

3-Agent All Fields Historical Report.mp4

13:56

4-Connection and Phone Failure Reason Codes.mp4

05:46

5-Agent Related Historical Reports.mp4

23:18

22-UCCX CUIC and CSQ Historical Reports

1-Intro- CUIC and CSQ Historical Reports.mp4

00:41

2-CSQ Related Historical Reports.mp4

11:20

3-Additional CSQ Related Historical Reports.mp4

10:26

4-Schedule Reports.mp4

05:23

5-Other Related Historical Reports.mp4

19:36

23-UCCX CUIC Thresholds, Dashboards and Permalinks

1-Intro- CUIC Thresholds, Dashboards and Permalinks.mp4

00:51

2-Report Permissions.mp4

04:53

3-Customize Reports.mp4

15:02

4-Dashboards.mp4

11:19

5-Thresholds.mp4

10:16

6-Permalinks.mp4

04:21

24-UCCX CUIC Application and Audit related reports

1-Intro- CUIC Application and Audit related reports.mp4

01:00

2-Audit Trail Report.mp4

07:21

3-Application Related Reports.mp4

08:47

4-Unified License Consumption Report.mp4

09:40

5-Queue Management Audit Trail Report.mp4

04:52

6-Cisco UCCX Reporting User Guide.mp4

03:33

7-Who Terminated the call- - Deploying Unified Contact Center Express (UCCX) - CBT Nuggets.mp4

12:18

Description

This entry-level Deploying Unified Contact Center Express (UCCX) training prepares network administrators to configure UCCX, Cisco's contact center in a box, and ensure all your calls and messages go where they belong.

Cisco's Unified Contact Center Express (UCCX) is a powerful tool for queuing and distributing calls throughout a wide network, and this course provides training on how to maximize its efficiency.

More details

A network administrator with this training won't be intimidated or overwhelmed by the different integrations, options or configurations of the "contact center in a box". You can be the person responsible for enhancing your contact center efficiency and simplifying everyone's administration tasks with this training.

For supervisors, this Cisco training can be used to onboard new network administrators, curated into individual or team training plans, or as a Cisco reference resource.

Deploying Unified Contact Center Express (UCCX): What You Need to Know

This Deploying Unified Contact Center Express (UCCX) training has videos that cover topics including:

Providing secure customer interactions for up to 400 users
Configuring automated call distribution so that incoming calls reach their destinations
Optimizing multimedia interactions for customers and users
Generating reports and analyzing interactions on calls, chats and emails
Integrating the Unified CCX through REST API, CCX Editor and more

Who Should Take Deploying Unified Contact Center Express (UCCX) Training?

This Deploying Unified Contact Center Express (UCCX) training is considered associate-level Cisco training, which means it was designed for network administrators. This Cisco collaboration tools skills course is valuable for new IT professionals with at least a year of experience with Cisco collaboration tools and experienced network administrators looking to validate their Cisco skills.

New or aspiring network administrators. If you're brand new to network administration, you should be considering this training if you know your new work center depends on a UCCX for interaction management. Not every network administrator will deal with inbound voice, agent email, and web chat through UCCX, but if you think you will, get this training and never be lost with routing or integrations.

Experienced network administrators. If you've been working as a network administrator for several years, there are two huge reasons you might consider this training. The first is if you know you'll soon be working with UCCX and you don't have Cisco experience. The second is if you've been struggling with routing calls and managing agent communications with Cisco devices. In both cases, this UCCX course is what you need to take full control of your responsibilities.

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Lalo Nunez

Instructor's Courses

Some people build walls that complicate their learning processes because of the unknown. I like tearing down those walls and having people fall in love with technology.

Lalo Nunez brings more than 20 years of IT experience to his training. Before joining CBT Nuggets, he was a senior voice engineer. Lalo has always been interested in technology because of all the different ways technology impacts our daily lives. In his spare time, Lalo enjoys time with his family, sports (especially the Chicago Cubs baseball team), and playing cards with his family and friends.

Certifications: Cisco CCNP Collaboration, Cisco CCNP Routing & Switching, CompTIA Network+, CompTIA A+

Areas of expertise: Cisco collaboration and networking

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