Learning path

Collaboration System Release 14

Skill Level
Fundamentals
Duration 18 hours 20 minutes
Updated Jun 13, 2023

About this learning path

Collaboration refers to the many communication tools and platform that are used to enable communication within and between organizations. Collaboration is no longer limited to just voice of telephony. Modern collaboration involves an omni-channel approach, which includes the follow modalities: persistant chat, text, voice, video and voicemail. Many Collaboration platforms combine the modalities and feature hybrid architecture. No more are solutions local or in the cloud, but rather are all of the above. Contact center is considered part of Collaboration as well. This learning path contains a combination of 14.x as well as 12.5 versions. As of June 2023, the latest release of the Cisco Contact products is 12.5 and 12.6, while the rest of the Collaboration products, the latest release is 14.X.

Your instructors

Prerequisites

  1. Eagerness to learn
  2. Basic understanding of telephony concepts

What you'll learn

  1. How to configure Collaboration System Release from a system perspective
  2. How to perform basic MACD (Move, Add, Change, Delete) tasks
  3. How to configure Cisco Unified Contact Center Express (UCCx) from a system perspective
  4. How to use the UCCx Script Editor
  5. Familiarization with Cisco Finesse (Contact Center Agent Desktop)

Technologies

Learning path
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Collaboration System Release 14
  1. 1. CSR 14 Configuration
    1. Enroll in this learning path to view locked contentCollaboration System Release 14 Configuration Lab Overview
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    2. Enroll in this learning path to view locked contentCollaboration System Release 14 Configuration Lab
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  2. 2. CSR 14 Administration
    1. Enroll in this learning path to view locked contentCollaboration System Release 14 Administration Lab Overview
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    2. Enroll in this learning path to view locked contentCollaboration System Release 14 Administration Lab
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  3. 3. Contact Center Express 12.5 Configuration
    1. Enroll in this learning path to view locked contentUnified Contact Center Express 12.5 Configuration Lab Overview
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    2. Enroll in this learning path to view locked contentUnified Contact Center Express 12.5 Configuration Lab
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  4. 4. Finesse 12.5 Administration
    1. Enroll in this learning path to view locked contentCisco Finesse 12.5 Administration Lab Overview
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    2. Enroll in this learning path to view locked contentCisco Finesse 12.5 Administration Lab
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  5. 5. Conclusion
    1. Enroll in this learning path to view locked contentQuiz
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    2. Enroll in this learning path to view locked contentLearning Path Complete
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