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At a Glance

Course Code: UCCXA
Duration: 5
Price: 4195 *
Cisco Learning Credits: 42 *
Type: Public or Private
Skill Level: Intermediate
* Plus applicable taxes

 

Cisco Unified Contact Center Express Advanced(UCCXA)


In this course, students will build on the knowledge adn scripting experience gained in the prerequisiste UCCX course by explorin more advanced techniques in scripting as well as the overall CCX v8 functionality.  Students will learn to implement features that extend the functionality of Unified CCX using many of the tools available in the Premium version of the product.  Students will invoke behaviours that involve web-based applications, such as Web Callback Option and Leave a Message in Queue.

Special note

This class focuses strongly on hands-on labs to allow students to fully grasp scripting and best practices as well as troubleshooting and repairing broken scripts.  This course is running on UC 9.x software.

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Prerequisites

In order to fully benefit from this course, it is strongly recommended that students have the following prior to enrollment:

• UCCX or equivalent experience

• Significant familiarity with UCCX

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Audience

This course is designed for systems engineers and other technical professionals who are responsibile for advanced CCX scripting and queuing.

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Skills taught

Upon successful completion of this class, students should be able to:

• Configure and deploy Cisco Unified Contact Center Express v9.x with CUCM 9.x

• Install and configure all components of CCX to include the operating systems, IP IVR and IP ACD, CCX applications, and client tools such as the CCX Application Editor

• Implement a call center application

• Describe best practices for script design

• Configure advanced features of resource-based and skills-based routing

• Explore resouse-based and skills-based routing, with caller options for overflow queues and different caller options

• Implement a script that measures Contact Service Queue (CSQ) metrics, such as Expected Wait Times and Agents who are logged on, and then make decisions on call flow

• Create call-back scripts based upon queue times, including passing enterprise data to the new call

• Explore integration with Microsoft SQL Server to store sessions in an external SQL database for retrieval at a later time

• Implement scripts using web triggers for an application instead of a calling trigger

• Troubleshoot broken scripts using the Debug system in CCX Editor

• Implement and configure scripts based on customer requirements

• Investigate the use of Time and Holiday Operations and build prompt recorder and emergency recorder scripts

• Implement call options for Caller e-mail and Scheduled Callback

• Implement call options for Overflow Queues using queue and call statistics

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Cisco Unified Contact Center Express Advanced (UCCXA)

Module 1: IPCC Express Overview/Review

• Lesson 1: Components

• Lesson 2: Definitions

• Lesson 3: The Call Flow

• Lesson 4: The Debug Process

• Lesson 5: Triggered Debugging

• Lesson 6: Non-Triggered Debugging

Module 2: Troubleshooting Concepts

• Lesson 1: The Call

• Lesson 2: The Script

Module 3: Common Utilities

• Lesson 1: Recording Script

• Lesson 2: Emergency Message Recording Script

• Lesson 3: Time-of-Day and Holiday Routing Subflows

Module 4: Basic ACD Routing

• Lesson 1: Review ICD Steps

• Lesson 2: Build a Helpdesk Script

Module 5: Common Good Practices

• Lesson 1: Scripting for Good Prompt Management

• Lesson 2: Proper End/Terminate Scripting

• Lesson 3: Scripting for Subflow Debugging

• Lesson 4: Abandon Rates

• Lesson 5: Exception Handling

• Lesson 6: Using the Default Script

• Lesson 7: Using the Default Script

• Lesson 8: Check Agent Availability Before and After Entering Queue

• Lesson 9: Check for Call Aborting Before Transferring Call

Module 6: Database Queries

• Lesson 1: Database Setup

• Lesson 2: Database Steps

Module 7: Skills-Based Routing

• Lesson 1: Add Skills-Based Routing

• Lesson 2: Route Based on Caller Input and Database Query

Module 8: Advanced ACD Routing

• Lesson 1: Overflow Routing

• Lesson 2: Conditional Routing Based on Agent Availability and Queue Statistics

Module 9: Non-Queuing ACD Callback Methodds

• Lesson 1: Leave Message for Callback via E-Mail

• Lesson 2: Leave Recorded Message for Callback via E-Mail

• Lesson 3: Callback Caller when Queue Times Decrease

Module 10: Session Management and Enterprise Data Review

• Lesson 1: Set Up Enterprise Data

• Lesson 2: Implement Session Management

• Lesson 3: Callback Caller when Agent is Available

Module 11: Advanced ACD Callback Options

• Lesson 1: Leave Message for Agent

• Lesson 2: Callback Caller when Agent Selected

• Lesson 3: Scheduled Callback

Module 12: Web Contacts Overview

• Lesson 1:  Request Agent and Callback via Web

• Lesson 2: Queue E-Mail to an Agent via Web

Module 13: Automatic Speech Recognition and Text-to-Speech Overview

Module 14: Using Auto Attendant

• Lesson 1: User Steps

• Lesson 2: Spoken Name Generation and Upload

• Lesson 3: Name Grammar Generation

• Lesson 4: Number Dialing

• Lesson 5: Name Dialing

Module 15: ICM (High-Level) Overview

• Lesson 1: Integration IPCC Express with ICM

LAB OUTLINE:

• Lab 1: Topology and Deployment

• Lab 2: CCX Installation

• Lab 3: Telephony and Media

• Lab 4: Prompt Recorder Script

• Lab 5: Emergency Message Recorder

• Lab 6: Help Desk Script

• Lab 7: Best Practices and Database Access

• Lab 8: Enhanced - Advanced ACD Solutions

• Lab 9: Enhanced - Called Options for E-Mail and Callback

• Lab 10: Enhanced - Callback with Enterprise Data

• Lab 11: Leave Message in Queue and Scheduled Callback

• Lab 12: Enhanced - Web Page Trigger for Scheduled Callback

• Lab 13: Exclusive - All Day Super Lab

• Lab 14: ASR and TTS (Optional)

• Lab 15: Spoken Names (Optional)

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