Unified Contact Center Express Advanced(UCCXA)

» Special note | Prerequisites | Audience | Skills taught | Course outline

Course code

UCCXA

Skill level

Advanced

Duration

4 days

Modality

Course type

Public or Private

Price

$3595 plus tax

This course is given on these dates and locations:

Date	Location	Delivery type
May 22, 2012	Quebec City	ILT	Enroll
May 22, 2012	Halifax	ILT	Enroll
May 22, 2012	Montreal	ILT	Enroll
May 29, 2012	Ottawa, Ontario Toronto, Ontario Vancouver, British Columbia	UILT UILT UILT	Enroll Enroll Enroll
May 29, 2012	Edmonton	ILT	Enroll
May 29, 2012	Winnipeg	ILT	Enroll
May 29, 2012	Calgary	ILT	Enroll

Building on the knowledge base and scripting experience learned in the CRSD/UCCXD classes, this course covers advanced techniques in scripting and overall CRS functionality. Students will implement such tasks as extending the functionality of UCCX using many of the tools that are already available in the premium version of the product. Agent Desktop Interface and the Desktop Administrator will be explored. There will be a major focus on Scripting and Subsystem management. UCCXD is strongly suggested as a prerequisite. This course is ideal for Contact Centre programmers and designers.

Special note

Advanced UCCXD.

Back to top

Prerequisites

UCCXD suggested.

Back to top

Audience

Contact center programmers and designers

Back to top

Skills taught

• Advanced scripting
• Agent Desktop Interface
• Desktop Administrator
• Third Party applications/web based applications
• Scripting and Subsystem management

Back to top

Unified Contact Center Express Advanced (UCCXA)

Course Overview
UCC Express Overview
Build Common Utilities
Basic ACD Routing
Common Good Practices
Database Queries
Skills Based Routing
Advanced ACD Routing
Non Queuing ACD Callback Methods
Session Management and Enterprise Data Review
Advanced ACD Callback Options
Web Contacts Overview
Automatic Speech Recognition and Text to Speech Overview
Using the Auto Attendant Program with Non ASR/ASR
ICM Overview

Labs:

Prompt Recorder Script
Emergency Message Recorder Script
Time of Day-Holiday Subflow
Help Desk Script
Common Good Practices
Database Queries
Skills Based Routing
Advanced ACD Routing
Leave Message via E-mail (Non-Queuing)
Leave Recorded Message via E-mail (Non-Queuing)
Callback When Queue Times Lower (Non-Queuing)
Add Enterprise Data
Callback When Queue Times Lower (With Enterprise Data)
Leave Queued Message
Callback after Agent Selected
Scheduled Callback
Web Callback
Web/E-mail Callback
Using Auto Attendant

Back to top