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CBT Nuggets

Deploying Unified Contact Center Express (UCCX)

In this Cisco UCCX training course, you'll learn how to build and manage a professional contact center from the ground up. Start with the essentials like installation and CUCM integration, before moving into the high-level skills that matter most: creating IVR scripts, managing high availability, and working with Cisco Finesse. This Cisco UCCX training course also covers CUIC custom reports, dashboard creation, and configuring callback features and estimated wait times. This course is great for network admins who needs to solve real-world technical problems. Learn to automate your call routing, improve agent performance, and keep your contact center running 24/7 with total confidence.

Updated March 2022

27Skills
158Videos
25h 38mTotal
158 videos25h 38m

Who This Course Is For

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.

Skills Your Team Will Gain

  • 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

Course Curriculum

  • Premium skill.UCCX: Introduction to Unified Contact Center Express52m
  • Premium skill.UCCX: Installation of Unified Contact Center Express56m
  • Premium skill.UCCX: Creating a basic script56m
  • Premium skill.UCCX: Creating a script with a menu option52m
  • Premium skill.UCCX: Specifying Business Hours within your script49m
  • Premium skill.UCCX: Using Subflows for Business Hours and Holiday Check58m
  • Premium skill.UCCX: Certificate and Resource Management57m
  • Premium skill.UCCX: Routing calls to agents and Cisco Finesse1h 3m
  • Premium skill.UCCX: Customizing the Cisco Finesse Desktop49m
  • Premium skill.UCCX: Cisco Finesse Administration53m
  • Premium skill.UCCX: Finesse IP Phone Agent48m
  • Premium skill.UCCX: Configure Queue MoH and Prompts56m
  • Premium skill.UCCX: Increment Step, Position in Queue and Estimated Wait Times50m
  • Premium skill.UCCX: Create a Prompt Recorder1h 12m
  • Premium skill.UCCX: Check for Emergency Status1h 10m
  • Premium skill.UCCX: UCCX and external databases54m
  • Premium skill.UCCX: Message of the Day Prompts1h 28m
  • Premium skill.UCCX: Priority Queuing and other scripting techniques57m
  • Premium skill.UCCX: Configure Callback within our script1h 17m
  • Premium skill.UCCX: CUIC and Live Data Reports48m
  • Premium skill.UCCX: CUIC and Agent Historical Reports53m
  • Premium skill.UCCX: CUIC and CSQ Historical Reports49m
  • Premium skill.UCCX: CUIC Thresholds, Dashboards and Permalinks49m
  • Premium skill.UCCX: CUIC Application and Audit related reports50m
  • Premium skill.UCCX: Call Recording and Wallboards47m
  • Premium skill.UCCX: Agent Chat and Email47m
  • Premium skill.UCCX: High Availability, RTMT and the CLI1h 19m

Readiness check

Confirm prerequisite knowledge before training begins

A short placement assessment on the CBT Nuggets assessments platform measures whether a learner already has the foundation this course assumes. IT Directors use it to put the right people in the right training — and any learner can take it right now to make sure they'll get full value from day one.

  • Questions generated from this course's own lesson transcripts — what gets measured is exactly what gets taught
  • Instant, per-learner results that show whether the prerequisite foundation is in place
  • Results roll up into team readiness reporting, so training hours go where they change outcomes

Runs on assessments.cbtnuggets.com — sign in with an Adept account so results roll up into team readiness reporting. Need one? Create an Adept account.

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