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.

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Back Office End User
Contact Centre Agent
Contact Centre Supervisor
Administration
Webex by Cisco

Back Office – End user

Handsets

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.

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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. Attendees also will be shown how to use their Cisco Unified CM User Options web page to control features, settings, and services for their Cisco Unified IP Phone.

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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.)

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Attendant

This course offering training on the Cisco Attendant Console features and functionality. Switchboard Operators are educated on basic call handling. Hands on training and exercises will be used throughout the course.

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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.

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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.

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This course provides agents with a basic level of understanding of the contact centre functionality for the Cisco Agent Desktop Software and IPCC Handsets.

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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.

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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.

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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.

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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.

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Administration

System Admin

This course is designed for staff who will administer Cisco Unified Call Manager Express.

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This course is designed for staff who will administer Cisco Unified Communications Manager system and is suitable for all CUCM versions.

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Contact Centre Admin

This course is designed for staff who need to understand and administer the UCCE.

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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.

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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.

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This course is designed for anyone responsible for the day-to-day management and administration of a Cisco Packaged Contact Centre Enterprise environment.

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Webex by Cisco

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This course provides the basic knowledge that the end user requires to effectively schedule meetings using Webex by Cisco, and requires to effectively message, call and operate Webex by Cisco Room Kit devices.

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This course provides the basic knowledge that the end user requires to effectively s operate Webex by Cisco Room Kit devices.

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This course provides the basic knowledge that the end user requires to effectively message, call and operate Webex by Cisco Teams, and using Room Kit devices. Attendees will be able to effectively create teams.

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This course provides the knowledge and skills required to effectively manage your Webex by Cisco Training Centre account, to facilitate training sessions use the interactive features.

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This course provides the knowledge and skills required to effectively manage your Webex by Cisco Event Center account and to use the basic and advanced features to lead an event.

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This course provides delegates with a basic level of understanding of the Webex by Cisco Contact Centre Agent Desktop. The Agent desktop provides a single browser based application that enable agents to interact with customers using voice, chat, or email.
Depending on the configuration of the agent profile by the Webex by Cisco Contact Center administrator, agents can communicate with customers through one, two, or all three channels. Agents will learn about the end user functionality of the Agent Desktop 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.

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Webex by Cisco CC administrators will be taken through the basic ‘Adds, Moves and Changes’ needed to maintain the Webex by Cisco Contact Centre. They will be shown the Webex Control Hub & the Management Portal. Both are accessed through a web browser.
The Control Hub and the Management Portal provides access to Webex Contact Center modules that enable administrators to create agent accounts and other contact centre resources. They will also be able to control contact treatment and distribution by creating and editing scheduled contact routing strategies and team capacity strategies.

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This course provides the basic knowledge that the end user requires to effectively, call and operate Webex by Cisco Calling using WebEx Teams. In addition, there will be training provided for users with the mobile app.

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