Detailed Course Outline
Module-1:Review of Cisco Unified Contact Center Express Release 11.xr
- Cisco Unified CCX Product Overview
- Cisco Unified CCX Architecture
- Installing and Upgrading Unified CCX
Module-2: Cisco Unified CCX ACD Operations
- Implementing Cisco Unified CCX
- Using Finesse Administration and Call Recording
- Cisco Context Service
- Using Cisco Unified CCX Reports
Module-3: Cisco Unified CCX Premium Functions
- Configuring the Outbound Dialer
- Configuring Agent Email and Agent Web Chat