Cisco Unified Contact Center Express 8.0

Language: English

Category: Tutorial

Posted on 2012-05-27, by honhungoc.


Cisco Unified Contact Center Express 8.0 (AVI)
English | Avi | xvid | 396x296 | 15fps | 4:3 | Mp3 352kbps 22050hz | 5,3 Gb

Genre: e-learningCisco Unified Communications Solutions unify voice, video, data, and mobile applications on fixed and mobile networks, enabling easy collaboration every time from any workspace.Cisco Unified Contact Center Express meets the needs of midmarket and enterprise branch-office or departmental companies that need easy-to-deploy, easy-to-use, secure, virtual, highly available, and sophisticated customer interaction management for up to 300 agents. Cisco Unified Contact Center Express support for powerful, agent-based service as well as fully integrated self-service applications results in reduced business costs and improved customer response by providing sophisticated and distributed automatic call distributor (ACD), interactive voice response (IVR), computer telephony integration (CTI), and agent and desktop services in a single-server, contact-center-in-a-box deployment while offering the flexibility to scale to larger, more demanding environments. Cisco Unified Contact Center Express helps ensure your business rules for inbound and outbound voice and email; and customer interaction management helps ensure that each contact is delivered to the right agent the first time.
To help companies provide efficient, effective, customer-focused service in the contact center, supervisors must have the tools they need to manage team performance. Cisco Unified Workforce Optimization for Cisco Unified Contact Center Express helps supervisors and other managers align contact center performance with business objectives by integrating workforce optimization into the team's daily workflow. Cisco Unified Contact Center Express is provided in three versions: Standard, Enhanced, and Premium, to better match product functions with your customer contact interaction management requirements. All Cisco Unified Contact Center Express products are tightly integrated with Cisco Unified Communications Manager.
1. Install and Upgrade

• UCCX 8.0 Overview
• UCCX 8.0 Fresh Install
• UCCX 8.0 HA-Fresh Install
• UCCX 8.0 Linux to Linux L2 Upgrade
• UCCX 8.0 Windows to Linux Upgrade
• UCCX 8.0 Disaster Recovery System
• UCCX 8.0 Virtualisation Support

2. Features and Functionality

• UCCX 8.0 AppAdmin
• UCCX 8.0 Licensing
• CAD-Client Configuration
• CAD-Configurable Answer Drop Feature
• CAD-Independant Client Configuration
• CAD-Integrated CDA
• CAD-Phonebook Search Nonmodal Feature
• Cisco Mobile Supervisor and Reporting
• CSD MTX Citrix Feature Support
• Editor Enhancements
• HRC Enhancements and Troubleshooting
• RT Lite-Direct Transfer Ax Line
• RT Lite-Historical Report
• RT Lite-Simple Join and Join-AX Line
• RT Lite-Swap and Cancel Feature
• RTPhone Support Overview
• Security Improvements and Troubleshooting
• WallBoard Support

3. Serviceability and Maintenability

• Analysis Manager -Part 1
• Analysis Manager -Part 2
• CLI Support
• Config Editor Tool
• IP Address Change HA
• IP Address-Hostname Change SA
• Log Profile VoD-Part 1
• Log Profile VoD-Part 2
• PerformanceNBest Practices-Part 1
• PerformanceNBest Practices-Part 2
• Post Operation and Troubleshooting
• RTMT-alerts
• RTMT-Introduction
• RTMT-PerfMon Counters
• RTMT-Performance Log Viewer
• RTMT-Performance Monitoring
• RTMT-Sys Log and Trace Settings
• RTMT-Trace Collection-Part 1
• RTMT-Trace Collection-Part 2
• Serviceability-Alarms and Traces
• Serviceability-Introduction
• Serviceability-SNMP
• Serviceability-Tools
• Serviceability-TS

4. Enhancements and Limitations

• CAD-Client Configuration
• CAD-Integrated CDA
• Configurable Answer Drop Button
• Independent Client Configuration Feature

• Phone Book Search Nonmodal Feature



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