Sample Video and Course Outline

This video series will show you the concepts, design aspects, and how to deploy a Cisco Unified CCX solution working with Cisco Unified CM for many of the availability features shown in the topics outlined below. This series is focused on the deployment and administration aspects of Cisco UCCX and not with the scripting aspects. Though we will cover basic scripting and how you can edit an existing script that can be applied to an application. We will show you this step-by-step from start to finish with other planned updates added to this collection in the future.

Sample Video

Course Outline

  • Installation of CCX
  • Post Installation
  • Directory Numbers for Agents
  • User Capability
  • Cisco UCM Telephony Subsystem: CTI Ports
  • RMCM Subsystem: RMCM, CSQ, Teams, Resources
  • Script Application
  • Phone Service for CCX Agent Login
  • Controlled Devices
  • Testing CSQ with IP Phone Agent
  • Plugins and Application Installation
  • Cisco Supervisor Desktop
  • Cisco Mobile Supervisor on iPhone/iPad
  • CCX Editor and Basic Scripting
  • Least Skilled Agent for Call Routing
  • Historical Reports & Scheduled Reports
  • Licensing
  • Cisco Agent Desktop (CAD)
  • Cisco Agent Desktop Browser Edition (CAD-BE)
  • Reason Codes
  • Wrap Up Data and Work State
  • Backup
  • Redundancy
  • Cisco Finesse