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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
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Prerequisites
- Eagerness to learn
- Basic understanding of telephony concepts
What you'll learn
- How to configure Collaboration System Release from a system perspective
- How to perform basic MACD (Move, Add, Change, Delete) tasks
- How to configure Cisco Unified Contact Center Express (UCCx) from a system perspective
- How to use the UCCx Script Editor
- Familiarization with Cisco Finesse (Contact Center Agent Desktop)