Unified Contact Center Express Advanced(UCCXA)

This course is given on these dates and locations:

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.

Advanced UCCXD.

UCCXD suggested.

Contact center programmers and designers

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

• 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