1: Cisco Unified CCX Product Overview
- Cisco Unified CCX Product Packages ◦ Cisco Unified CCX Product Family
- Cisco Unified CCX Primary Functions
- Cisco Unified CCX Product Package Options
- Cisco Unified CCX Compatibility
- Cisco Unified CCX Operating Systems
- Cisco Unified CCX Hardware Platforms
- Cisco Unified CCX Capacities
Cisco Unified CCX Architecture ◦ The Cisco Unified CCX Environment
- Cisco Unified CCX Cluster Components
- Cisco Unified CCX Datastores
- Cisco Unified CCX Deployment Models
Designing Cisco Unified CCX ◦ Design Considerations and Terminology
- Call Center Sizing Calculations
- Unified Communications Sizing Tool
- Network Considerations from the SRND
2: Cisco Unified CCX Installation and Configuration
- Installing Cisco Unified CCX ◦ Preliminary Considerations
- Single Server or First Node Installation
- Single Server or First Node Server Setup
- Second Node Installation and Setup
- Installing Cisco Unified CCX in a VM
- Migrating to a VM
- Installation Log Files
- Upgrading Cisco Unified CCX
Managing Cisco Unified CCX ◦ Cisco Unified Communications Manager Administration
- Cisco Unified CCX Administration
- Cisco Unified CCX Subsystems
- Administration Tools
- Supervisor and User Web Pages
- Cisco Desktop Work Flow Administrator
- Cisco Desktop Administrator
- Serviceability and Maintenance Summaries
Configuring Basic Properties of Cisco Unified CCX ◦ Call Flow Terms Defined
- The Cisco Unified CCX Call Flow
- Basic Cisco Unified CCX Configuration
- Configuration Wizards
3: Cisco Unified CCX Scripting
- Installing the Cisco Unified CCX Script Editor ◦ Installing the Cisco Unified CCX Script Editor
- Knowing the Script Editor
- Script Management
- Debugging a Script
Creating a Basic IVR Script ◦ Starting a New Script
- Starting and Ending a Script and a Call
- Additional Steps for Playing a Message
Prompting and Collecting Information ◦ Common Prompt and Collect steps
- Additional Prompting Steps
- Assigning Variable Information
- Getting and Setting Contact Information
- Transferring a call
Accessing an External Database ◦ Database Access Overview
- Setting up the Database Subsystem
- Using Database Steps
Confirming Caller Input ◦ Creating Generated Prompts
- Confirmation Steps
- Conditional Prompt Steps
4: Cisco Unified CCX ACD Operations
- Implementing Cisco Unified CCX ◦ ACD Components Defined
- Cisco Unified CCX Desktop Client Configuration Tool
- Cisco IP Phone Agent
- Cisco Agent Desktop
- Cisco Supervisor Desktop
- The Call Flow Revisited
- Configuring Cisco Unified CCX ACD Properties
Scripting Fundamentals for Cisco Unified CCX ◦ Basic Cisco Unified CCX Script Design
- Cisco Unified CCX Script Steps
Using Desktop Administration ◦ Cisco Desktop Administration Overview and Installation
- Cisco Agent Desktop Configuration Setup
- Work Flow Configuration
- Work Flow Groups Configuration
Advanced Cisco Unified Contact Center Express Scripting Topics ◦ Day of Week, Time of Day, and Holiday Routing
- Using Subflows, Real-time Data, and Exception Handling
- Manipulating Data
- Using Email and HTTP Applications
Using Cisco Unified CCX Reports ◦ Cisco Unified CCX Reporting Options
- Real-time Reporting
- Cisco Unified IC
- Historical Reporting Client
5: Cisco Unified Contact Center Express Premium Functions
- Using Remote Monitoring ◦ Remote Monitoring Overview
- Remote Monitoring Configuration
- CSQ Device IDs
Configuring the Outbound Dialer ◦ Outbound Dialer Overview
- Common Outbound Configurations
- Outbound IVR Dialing
- Outbound Direct Preview Dialing
- Outbound Direct Preview Dialer Configuration
- Outbound Dialer Reports
- Troubleshooting Information
Configuring Agent Email and Agent Web Chat ◦ Agent Email
- Agent Email Configuration
- Defining Agent Web Chat
- Agent Web Chat Configurations
Understanding ASR and TTS ◦ MRCP ASR and TTS Overview
- Provisioning ASR and TTS Servers
- Grammars
- Script Editor Steps
- Spoken Names
- Text-to-Speech
6: Cisco Unified CCX Maintenance
- Using Cisco Unified RTMT ◦ Cisco Unified RTMT Concepts
- Installing Cisco Unified RTMT
- Performance Monitoring
- Tools
Using the Disaster Recovery System ◦ DRS Overview
- Performing Backups
- Restoring a Backup