Course Details

Name: Cisco UCCX (Unified Call Center Express) Administration 

Number: 090405 

Prerequisites: Attendees should have a good understanding of PBX systems and Call Center Operations  

Audience: Administrators, supervisors, technical support personnel and superusers who administer or support Cisco UCCX installations. 

Objectives: Upon successful completion students will be able to:
  • Understand the CRS Editor
  • Make minor changes to existing UCCX scripts
  • Makes changes to prompts
  • Add additional prompts to the system
  • Install and configure a call center client
  • Configure a Cisco IP Phone for extension mobility
  • Configure UCCX Desktop Administration
  • Understand remote monitoring
  • Configure and produce real-time reports
  • Troubleshoot basic Call Center problems

Content: Topics include:
  • UCCX Editor (Basic)
  • UCCX Prompt Management
  • Call Center status control
  • Caller transfer
  • UCCX Supervisor Desktop Administration
  • UCCX Agent Desktop Administration
  • UCCX Administrator
  • Cisco IP Phone extention mobility configuration (user)
  • Real-time and Historical Reporting
  • Backup and restore functions

Activities: Hands-on exercises, lectures, group exercises  

Class Size: Up to 8 attendees 

Duration: 3 days 

Note: This course pertains to UCCX version 7.x  

   

 

         
         
         
         
         
         
             
 
 
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