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UCCXD - Deploying Cisco Unified Contact Center Express v6.0 Course

UCCXD - Deploying Cisco Unified Contact Center Express v6.0 Training Course

Course Description:

The UCCXD - Deploying Cisco Unified Contact Center Express v6.0 course is a 5-day course that is designed to teach students about Cisco's Unified Contact Center Express (Unified CCX) product and all of its associated client applications and scripting tools. Students will learn about all of the Unified CCX components, servers, deployment options, and clients. Students will learn how to perform capacity planning, choose the correct product features, and install the product.

Our expert instructors place major emphasis on the Unified CCX script editing tool, Unified CCX Editor, which allows administrators to script the contact center's caller experience through the system, including queries, recordings, menu input, digit string input, and database operations. Students will cover the Cisco Finesse Agent and Supervisor Desktops as well as the Finesse Desktop Administration tool to optimize the call agent's desktop display and options, supervisor optimization of the call center, and reporting options and customizations. Students will explore Automatic Speech Recognition (ASR) and Text-to-Speech (TTS) technologies, Social Miner, and Outbound Dialing technologies and you'll examine options for troubleshooting, reporting, and maintaining the system.

Our voice network labs use the latest hardware and software and all of our IP telephony courses provide a simulated public switched telephone network (PSTN).

This course includes 30 Cisco e-lab credits. Your e-Lab credits are good for 90 days after your course ends and can be used for additional practice on the course you just completed or to explore technologies from other courses in the Global Knowledge e-Lab portfolio.

Topics covered in the course include:

  • Planning and deploying a Cisco Unified CCX system version 11.0
  • Telephony and media configuration for deployment with CUCM
  • Scripting techniques and best practices
  • Scripting operations including greeting, prompt and collect, caller input, database queries, and logic
  • Time-of-day and holiday operations
  • Queue management and best practices for queuing
  • Finesse Agent, Finesse Supervisor, and Finesse Administrator
  • Cisco IP Phone Agent
  • Session Management
  • CUIC and real-time reporting
  • Remote Monitoring
  • Outbound preview dialing
  • TTS and ASR
  • Real-Time Monitoring
  • Disaster recovery


Target Student:This course is designed for the following students:

  • Systems integrators who deploy Cisco Unified CCX

  • System engineers, architects, and support staff who:
    • Maintain and configure Finesse supervisor and Finesse agent clients 
    • Write scripts and maintain script integrity 
    • Require a fundamental understanding of the issues and solutions related to implementation 
    • Maintain the server system and telephony system for the contact center

Prerequisites: Students should possess the following experience before attending the course:

  • Working knowledge of fundamental terms and concepts of computer networking, including LANs, WANs, and IP switching and routing 
  • Basic knowledge of CUCM
  • Basic knowledge of contact center operations 
  • Familiarity with Microsoft desktop applications and SQL database operations

Training Dates
(Click on the course name below to view course details and full list of class dates)

UCCXD - Deploying Cisco Unified Contact Center Express v6.0
Course Format: Online with Live Instructor
Class Date(s): 1/10/22 - 1/14/22
Course Fee : $3795

UCCXD - Deploying Cisco Unified Contact Center Express v6.0
Course Format: Online with Live Instructor
Class Date(s): 2/21/22 - 2/25/22
Course Fee : $3795

Course Syllabus

1. Cisco Unified CCX

  • Relationship between the Unified CCX platform and the three products it supports
  • Three Cisco products supported by the Unified CCX engine platform
  • Unified CCX hardware and software components to include all server types, standby deployments, and scalability 
  • New and improved functions of the three Unified CCX products to include Unified CCX v11.0

2. Designing and Ordering

  • Properly size the Unified CCX products by using calculators provided by Cisco 
  • Properly order Unified CCX products using the Unified CCX configuration and ordering tool 
  • Network considerations surrounding a Unified CCX deployment 
  • Using the Solution Reference Network Design for Cisco Unified CCX and Cisco Unified IP IVR and other documents to support a Unified CCX design and deployment

3. Installation and Configuration

  • Installing Unified CCX software on all servers in a cluster 
  • Activating and configuring all components in a CCX cluster 
  • Configuring and testing a simple CCX Script Application 
  • Troubleshooting installations using log files

4. Unified CCX Editor

  • Navigate the Unified CCX Editor functionality 
  • Creating, deleting, and editing variables 
  • Saving and uploading valid scripts to the repository 
  • Performing the debug process to test a script 
  • Troubleshooting an application and script using trace files

5. Basic Unified CCX Editor Steps

  • Creating a simple script workflow to answer a call 
  • Adding comments to identify and explain the script and subsequent groups of steps 
  • Playing voice prompts to share information or instructions with callers 
  • Terminating and ending a call 
  • Validate, save as, upload, refresh, and debug a script

6. Caller and System Inputs

  • Collecting information from a caller by presenting a list of choices using the menu step
  • Collecting digits from a caller by using the Get Digit String step 
  • Getting information from the system to alter the logic of the call flow 
  • Validate, save as, upload, refresh, and debug the script

7. Database Access

  • Connecting to a database 
  • Reading and getting information from the database by creating a SQL query within a script step 
  • Referencing database locations 
  • Writing information to a SQL database 
  • Closing the database connection and terminating database resources

8. Logical Operations

  • Applying Boolean logic in scripts 
  • Creating and modifying counters 
  • Creating and managing timing loops 
  • Redirecting script logic based on the evaluation of “If” statements 
  • Using call subflows as reusable scripts 
  • Creating specialized prompts

9. Caller Transfers

  • Creating day-of-week and time-of-day ranges for different handling 
  • Transferring calls to various extensions as a function of day and time 
  • Getting information associated with a call
  • Designating calls as completed for reporting 
  • Determining if the caller has hung up 
  • Determining if today is a holiday

10. Configuring Unified CCX

  • Cisco Unified CCX product, features, and capabilities 
  • Configuring Unified CCX on the CUCM and CCX server

11. Finesse Product Suite

  • Configuring Finesse Agent Desktop and Finesse Supervisor Desktop 
  • Testing the Finesse Agent Desktop and Finesse Supervisor Desktop configurations 
  • Examining the IP Phone Agent

12. Unified CCX Script Techniques

  • Defining and using Unified CCX Editor Unified CCX steps 
  • Testing a sample application using the Unified CCX steps in the Unified CCX Editor

13. Finesse Administrator

  • Configuring the Unified CCX enterprise data using the Finesse Desktop Administrator 
  • Configuring work flows, personnel, and teams 
  • Creating screen pops and macros 
  • Creating wrap-up codes

14. Outbound Dialer and Agent Chat

  • Examine Outbound Dialer

15. Session Management

  • Examine Session Management to retrieve information from a previous call

16. Media Resource Control Protocol (MRCP) Speech Technologies

  • Examine Nuance ASR and TTS servers

17. Reporting

  • Accessing and analyzing real-time reports 
  • Configure Cisco Unified Intelligence Center (CUIC) historical reporting 
  • Accessing and analyzing historical reports

18. Servicing and Troubleshooting

  • Traces and logs

UCCXD - Deploying Cisco Unified Contact Center Express v6.0 On-Site Group Training
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