This lab is sandbox environment designed to simulate a collaboration ecosystem with Oracle Session Border Controllers. Participants will have access to a Cisco and Asterisk Collaboration environments. Students will be able to test and configure the Oracle Session Border Controllers and enable VoIP calling between the systems.

Customize Cisco Finesse 12.0 agent and supervisor desktops to meet your contact center needs. Configure reason codes, workflows, modify the desktop layout and configure desktop chat capabilities. Test the changes using Cisco Jabber soft-phones and the Finesse desktop.

Configure Cisco's Unified Contact Center Express from the ground up. Start with a review of the installation parameters and licensing. Configure JTAPI call control, create a queue, and assign agents and supervisors to take inbound calls. Test it all using Cisco Finesses agent and supervisor desktops.