Cisco Unified Contact Center Express Advanced (UCCXA)

Powerful 5-Day Hands on Course

Course Description

In this course, you'll build on the knowledge and scripting experience gained in the prerequisite UCCXD course by exploring more advanced techniques in scripting as well as the overall Customer Response Solution (CRS) functionality. Learn to implement features that extend the functionality of UCCX using many of the tools available in the premium version of the product. Invoke behaviors that involve web-based applications, such as Web Callback Option and Leave a Message in Queue. Further, there is a major focus on scripting and best practices.

Course Objectives

What you will learn:

• Install a contact center implementation of CRS to include IP IVR and IP ICD
• Install all components of CRS to include the operating systems, CRS applications, and client tools such as the CRS Application Editor
• Conduct the proper configuration of all CRS components
• Build a prompt recorder script
• Using best practices, implement a call center application and explore Resource- and Skills-based routing, with caller options for overflow queues and different caller options
• Implement a script that measures CSQ metrics such as Expected Wait Times and Agents who are logged on, then make decisions on call flow
• Create call-back scripts based upon queue times including passing enterprise data to the new call
• Implement scripts using web triggers for an application instead of a calling trigger
• Implementation of a script from customer requirements as set forth in our exclusive Super Lab

Intended Audience

Systems engineers and other technical professionals who have taken UCCXD or have equivalent experience and who are responsible for advanced scripting and queuing techniques using CRS.

Prerequisites

• UCCXD or equivalent experience is required
• Significant familiarity with UCCX 4.0 or 5.0.

Course Outline

Day 1

• IPCC Express Overview/Review
• Troubleshooting Concepts
• Common Utilities
• Basic ACD Routing
• Common Good Practices

Day 2

• Database Queries
• Skills-Based Routing
• Advanced ACD Routing
• Non Queuing ACD Callback Methods

Day 3

• Session Management and Enterprise Data Review
• Advanced ACD Callback Options

Day 4

• Web Contacts Overview
• Automatic Speech Recognition and Text-To-Speech Overview
• Using Auto Attendant
• ICM (High Level) Overview

Day 5- Full Day Lab

• This day will consist of a "super lab" where you will be presented with a real-world deployment project that incorporates lessons from both courses and provides both IVR and IPCC challenges. Follow a typical project based on real-world experience from design to development and through deployment. Upon completion of the lab, you'll have a better understanding for a contact center project as well as a blue print for your own solution.

Course Labs

• Lab 1: Topology and Deployment
• Lab 2: Prompt Recorder Script
• Lab 3: Emergency Message Recorder
• Lab 4: Help Desk Script
• Lab 5: Best Practices and Database Access
• Lab 6: Advanced ACD Solutions
• Lab 7: Caller Options for E-mail and Callback
• Lab 8: Callback with Enterprise Data
• Lab 9: Leave Message in Queue and Scheduled Callback
• Lab 10: Web Page Trigger for Scheduled Callback
• Lab 11: Exclusive - Day 5 Full-Day Lab