Cisco UCCX Basic Administration
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.
| Duration | 1 day |
| Group Size | Up to 5 people per session |
| Prerequisite | This is a technical course and therefore attendees must have attended the Cisco Unified Call Manager Administration Course. |
| Course type | Administration |
| Training Room Requirements | Meeting Room Flipchart Projector PC per attendee with RDP/Web Access to the UCCX Server Web access to Cisco Call Manager PC loaded with supervisor and agent desktop software Logins and Passwords ACD Setup Information and call flows |
| Remote Training Requirements | Sessions will be hosted using either Webex or Microsoft Teams sessions Attendees must have access to a PC/ Laptop that can access Webex or Microsoft Teams |
| Note | This course should take place after a cutover |
Course Content
Upon successful completion, delegates will be able to:
UCCX Overview
- What is UCCX?
- Basic Call Flow
- Licensing
CM Telephony Subsystem
- Unified Communications Manager Users & Roles – Creating an Agent
- JTAPI
- CTI Route Points
- Triggers & CTI Port Management
UCCX Basic Administration
- Database Components
- System and Application Tabs
- Agent / Supervisor Roles
- Call Routing & Agent Selection Criteria
- Subsystems:
- CUCM Telephony
- Resource Manager
- Customer Service Queues (CSQs)
- Wrap-up Time
- Supervisor Teams
- Wizards
- Plug in Tools
- Tools
- Reporting
- User Management
- Password Management
CUIC Reporting
- Understand basic reporting concepts
- Understand the concepts of skills and agent selection
- Understand Agent Call Flow and Agent States
- Understand Agent Team Concept
- Understand Reporting Intervals, real time reports and historical reports.
- Interpret Real Time Reports
- Interpret Historical Reports
- Edit and Customise reports
- Export report data
- Utilise the Scheduler
- Administer Dashboards