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

Course Description Schedule Course Outline
 

Who should attend

  • Support Engineers
  • Deployment Engineers
  • Administrators who need to know specific features and implementation that have been added in Cisco Collaboration Suite – up to Cisco Collaboration System Release 11.0

Prerequisites

  • Prior to attending this course, you should have a good understanding of Cisco Unified Communications Manager version 8.0 and Cisco Unified CCX version 8.0 or higher.
  • You will also need to be familiar with Contact Center operations

Course Objectives

  • List the different features introduced in Cisco Unified CCX releases 9.x, 10.x and 11.x, as well as deprecated features.
  • Describe Cisco Unified CCX, the components, and desktops.
  • Describe how to use Finesse Administration to customize a contact center and implement Call Recording with MediaSense.
  • Apply advanced scripting techniques to use Context Service.
  • Describe how to install, configure, and use real-time and historical reports.
  • Describe outbound dialing, dialing modes, configurations, and how to use the Cisco Outbound Dialer.
  • Describe how to configure and use Agent Email and Agent Web Chat.

Course Content

This 1-day course will provide you with a comprehensive overview of Cisco Unified CCX Release 11.x to include the implementation of various features including Cisco Finesse, Cisco MediaSense Recording and Monitoring, Cisco Context Service, Cisco Unified Intelligence Center, Outbound Dialer, Agent Email and Agent Web Chat. This course is a follow on to and builds on the content included in CSR11U.

Classroom Training
Modality: C

Duration 1 day

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Online Training
Modality: L

Duration 1 day

Enroll now
 
Click on the location to go directly to the booking pageSchedule
Slovenia
02/10/2017 Ljubljana Course language: English Enroll
13/11/2017 Ljubljana Course language: English Enroll
This computer icon in the schedule indicates that this date/time will be conducted as Instructor-Led Online Training.
 

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