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Cisco CSR 11 Update - Contact Center (CSR11U-CC)

Course Description Schedule Course Outline

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
 

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