Cisco is an established provider of UC technology from IP telephony to collaboration tools and providing an enhanced online meeting experience to a variety of contact centre solutions.
The Cisco UC courses from 1UC are designed to address core end-user training for the absolute beginner to more advanced levels.
If you need more focus on certain areas, such as Personal Assistants setting up video meetings for their managers to an advisor in the call centre handling a customers enquiry, we can help. Contact us to discuss further.
Cisco is an established provider of UC technology from IP telephony to collaboration tools and providing an enhanced online meeting experience to a variety of contact centre solutions.
The Cisco UC courses from 1UC are designed to address core end-user training for the absolute beginner to more advanced levels.
If you need more focus on certain areas, such as Personal Assistants setting up video meetings for their managers to an advisor in the call centre handling a customers enquiry, we can help. Contact us to discuss further.
Select user type
Back Office – End user
Handsets
Softphone
This course aims to provide delegates with a basic level of knowledge typically required by End Users to operate Cisco IPT handsets and Unity voicemail. This course will also equip the user to use Cisco Jabber (deskphone and softphone mode) as well as Cisco Jabber Mobile.)
Attendant
The course covers screen layout and basic call control keys used. By the end of the session the attendees will be able to operate the console answering and transfer calls in a professional manner. Operating procedures are taught using the keyboard. For mouse-orientated operators all methods of mouse operating are also addressed.
Contact Centre – Agent
Softphone
This course provides agents with a basic level of understanding of the contact centre functionality for the Cisco Handsets and how to handle ACD calls. This course covers the end user functionality such as transferring calls and conference calls. It also covers the extra functionality available to ACD agents such as logging in & out and making themselves available to the queues.
This course provides agents with a basic level of understanding of the contact centre functionality for the Cisco Agent Desktop Software and IPCC Handsets.
Contact Centre – Supervisor
Contact centre Supervisor Client End user
This course provides supervisors with a basic level of understanding of the contact centre functionality for the Cisco Handsets and how to handle ACD calls.
This course provides supervisors with a basic level of understanding of the contact centre functionality for the Cisco Supervisor Desktop Software, Cisco Agent Desktop Software and IPCC Handsets and Voicemail.
Contact centre reporting & recording
CUIC provides the information and management tools to help you understand how reporting data is generated and how to interpret reporting data in a Cisco ACD environment. Reports concepts will be described and capabilities and features of the reports will be explained.
The course covers screen layout and the system reports necessary to monitor incoming and outgoing traffic and operator performance, making dynamic changes to the configuration where necessary.
Administration
System Admin
This course is designed for staff who will administer Cisco Unified Call Manager Express.
This course is designed for staff who will administer Cisco Unified Communications Manager system and is suitable for all CUCM versions.
Contact Centre Admin
This course is designed for staff who need to understand and administer the UCCE.
This course is designed for staff who will administer Cisco UCCX system and need to understand the very basic add’s, moves and changes required for the UCCX on an everyday basis.
This course is designed for staff who will administer Cisco UCCX system and need to understand and administer the scripts within the UCCX to a more advanced level.
This course is designed for anyone responsible for the day-to-day management and administration of a Cisco Packaged Contact Centre Enterprise environment.
Cisco Webex
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This course provides the basic knowledge that the end user requires to effectively schedule meetings using Cisco WebEx, and requires to effectively message, call and operate Cisco WebEx Room Kit devices.
This course provides the basic knowledge that the end user requires to effectively s operate Cisco WebEx Room Kit devices.
This course provides the basic knowledge that the end user requires to effectively message, call and operate Cisco WebEx Teams, and using Room Kit devices. Attendees will be able to effectively create teams.
This course provides the knowledge and skills required to effectively manage your Cisco WebEx Training Centre account, to facilitate training sessions use the interactive features.
This course provides the knowledge and skills required to effectively manage your Cisco WebEx Event Center account and to use the basic and advanced features to lead an event.
