Cisco Unified Contact Center Express Advanced (UCCXA)

Convergent Communications, Inc. - A Cisco Systems Learning Partner

Cisco Unified Contact Center Express Advanced

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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

After completing this course the student should be able to:

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

Course Outline
Lab Outline

Day 1

1. IPCC Express Overview/Review

Components

Definitions

The Call Flow

The Debug Process

Triggered Debugging

Non Triggered Debugging

2. Troubleshooting Concepts

The Call

The Script

3. Common Utilities

Recording Script

Emergency Message Recording Script

Time of Day and Holiday Routing Subflows

4. Basic ACD Routing

Review ICD Steps

Build a Helpdesk Script

5. Common Good Practices

Scripting for Good Prompt Management

Proper End/Terminate Scripting

Scripting for Subflow Debugging

Abandon Rates

Exception Handling

Using the Default Script

Check Agent Availability Before and After Entering Queue

Check for Call Aborting Before Transferring Call

Day 2

1. Database Queries

Database Setup

Database Steps

2. Skills-Based Routing

Add Skills-Based Routing

Route Based on Caller Input and Database Query

3. Advanced ACD Routing

Overflow Routing

Conditional Routing Based on Agent Availability and Queue Statistics

4. Non Queuing ACD Callback Methods

Leave Message for Callback via E-mail

Leave Recorded Message for Callback via E-mail

Callback Caller when Queue Times Decrease

Day 3

1. Session Management and Enterprise Data Review

Setup Enterprise Data

Implement Session Management

Callback Caller When Agent's Available

2. Advanced ACD Callback Options

Leave Message for Agent

Callback Caller when Agent Selected

Scheduled Callback

Day 4

1. Web Contacts Overview

Request Agent and Callback via Web

Queue E-mail to an Agent via Web

2. Automatic Speech Recognition and Text-To-Speech Overview

3. Using Auto Attendant

User Steps

Spoken Name Generation and Upload

Name Grammar Generation

Number Dialing

Name Dialing

4. ICM (High Level) Overview

Integrating IPCC Express with ICM

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.

Lab 1: Topology and Deployment

Wire the UCCXA classroom network and image the CallManager and CRS servers for each cluster. Install and configure CallManager. Then install and configure CRS using the default aa.aef script. This lab features a full, fresh installation of the CRS software and full configuration for the default script to operate. After completing this lab, no additional wiring is required for any later labs.

Lab 2: Prompt Recorder Script

Build a script that can record up to ten system prompts and automatically upload them to the repository. Add this script to the Repository, configure an application for this script, and test the script.

Lab 3: Emergency Message Recorder

Evaluate and upload an Emergency Message recorder which can be customized for the need to record prompts on a regular basis. Use Reactive Debug to step through the script.

Lab 4: Help Desk Script

Install and evaluate an advanced Help Desk script that will be used as a basis for all other lab exercises and advanced scripting concepts. Use Reactive Debug to step through the script.

Lab 5: Best Practices and Database Access

Configure your server for ODBC Database access and enable the CRS Database subsystem. Explore the use of three specific database steps used in scripts to extract information from a SQL database using the Structured Query Language.

Lab 6: Advanced ACD Solutions

Add to the Help Desk script and explore advanced concepts such as skills-based routing, resource testing, gathering reporting metrics, and consideration of alternative call-routing options.

Lab 7: Caller Options for E-mail and Callback

Create options for the caller for leaving a recorded message (which is sent as an e-mail to an agent), or set up a callback script for the caller to be called when the queue wait times are more reasonable.

Lab 8: Callback with Enterprise Data

Create script options that allow the caller to be called back while tracking Enterprise Data retrieved from an external SQL Database server.

Lab 9: Leave Message in Queue and Scheduled Callback

Modify the script such that the caller can leave a message in the queue to be played to the Agent with a Callback after the Agent is selected. Set up a workflow to write a record out to the SQL Database.

Lab 10: Web Page Trigger for Scheduled Callback

Leverage previous labs using the scheduled callback. In this lab, however, you will initiate the script using a web page filled out by the end user instead of a call into the application.

Lab 11: Exclusive - Day 5 Full-Day Lab

In this Super Lab, 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.