Course Details

Name: Cisco Unified Contact Center Express (UCCX, formerly IPCC) 

Number: 090401 

Prerequisites: Previous PBX experience, CIPT 1 090105or equivalent Cisco Unified Communications Manager (Call Manager) experience   

Audience: Technicians, designers and field support personnel who must install, configure and maintain Cisco Unified Contact Center Express 

Objectives: Upon successful completion students will be able to:
  • Review business rules and customer needs to deploy appropriate CC solutions
  • Deploy IPCC Express
  • Deploy and administer supervisor and agent desktop solutions
  • Configure 3750 switches to monitor IP phones
  • Convert customer needs to call-flow design based on requirements
  • Develop scripts to route calls to agents based on database lookups from collected digits
  • Perform script testing to verify customer needs are met
  • Troubleshoot script failures using Cisco recommended techniques

Content: Topics include:
  • Installation of CRS server
  • Business case review of a real world deployment scenario
  • Call flow design overview
  • IPCC and CUM provisioning
  • Silent monitor configuration
  • CRS editor installation and utilization
  • Application creation and testing

Activities: Lecture, individual and group exercises, hands-on terminal practice  

Class Size: Up to 8 attendees 

Duration: 5 days 

Assessment: A comprehensive course exam will be given based on class material.  

Note: This course is based on UCCX 7.x software  

   

 

         
         
         
         
         
         
             
 
 
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