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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

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