Course Catalog > Cisco Courses > Cisco Unified Contact Center Express Advanced (UCCXA)
Cisco Unified Contact Center Express Advanced (UCCXA)
Cisco Unified Contact Center Express Advanced (UCCXA) - 5-Day
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.
In this course, there is a major focus on scripting and best practices as well as our exclusive final-day Super Lab. Also, you will troubleshoot and repair broken scripts with our exclusive Trouble Ticket system built into four separate lab exercises.
The CTCLC Difference
Current Technologies Computer Learning Center uses REAL CISCO EQUIPMENT for our labs. Our certified instructors will help guide you to a sucessful completion of your training. Our Instructors are CCIE, CCNP, CCIP, CCVP, and CCSP qualified. CTCLC has convenient day or night schedules to fit your needs. We can also do onsite classes with our top notch portable labs. In our Cisco courses, EVERY STUDENT HAS THEIR OWN POD OF CISCO EQUIPMENT. Students do not share equipment. Our instructors are the very best and give 110% to their Students. We care about every student we train and we have a free resit policy for all of our courses for the same revision. You will not find a better training experience anywhere. Current Technologies Computer Learning Center is Cisco Learning Partner, Microsoft Gold Certified Partner for Learning Solutions (CPLS), CompTIA Learning Alliance Member, EC-Council Accredited Training Center, and many others. We offer the highest quality, authorized training that you will find anywhere. |
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Objectives
Upon completing this course, you will be able to meet these overall objectives:
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
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Conduct the proper configuration of all CRS components
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Build a prompt recorder script
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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
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Implement a script that measures CSQ metrics such as Expected Wait Times and Agents who are logged on, then make decisions on call flow
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Create call-back scripts based upon queue times including passing enterprise data to the new call
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Implement scripts using web triggers for an application instead of a calling trigger
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Troubleshoot broken scripts using the Debug system in CRS Editor
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Implementation of a script from customer requirements as set forth in our exclusive Super Lab
Duration
- 5 days, Instructor-led classroom training
Prerequisites
- Internetworking Fundamentals
- Basic IP Telephony Concepts
- Cisco CallManager Deployment
- Cisco IP Phones, Softphones
- Contact Center Operations
- Microsoft Windows 2000
- MS SQL 2000, MSDE Databases
CTCLC Special Discounts
UCCXA Cisco Unified Contact Center Express Advanced (UCCXA) $2,995.00 List Price $3,495.00 Special Student price (3 or More from Same Company)
$2,400.00
Call (219) 764-3800 for Current Specials
Above pricing is for Portage, Indiana location
Special prices available for on-site training
For more Information or Registration for Cisco Unified Contact Center Express Advanced (UCCXA) or Redeeming Cisco Learning Credits
Contacts Us
EMail: Sales@ctclc.com
Phone: (219) 764-3800
Who Should Attend
The primary audience for this course is as follows:
- This course is designed for individuals who will be using Cisco Unity Administration and perform basic administration level tasks or to provide level one support. This course focuses on Cisco Unity.
- Channel Partners / Resellers
- Customers
- Network Administrators
- System Administrators
Course Outline:
IPCC Express Overview/Review
- Components
- Definitions
- The Call Flow
- The Debug Process
- Triggered Debugging
- Non Triggered Debugging
Troubleshooting Concepts
- The Call
- The Script
Common Utilities
- Recording Script
- Emergency Message Recording Script
- Time of Day and Holiday Routing Subflows
Basic ACD Routing
- Review ICD Steps
- Build a Helpdesk Script
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
Database Queries
- Database Setup
- Database Steps
Skills-Based Routing
- Add Skills-Based Routing
- Route Based on Caller Input and Database Query
Advanced ACD Routing
- Overflow Routing
- Conditional Routing Based on Agent Availability and Queue Statistics
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
Session Management and Enterprise Data Review
- Setup Enterprise Data
- Implement Session Management
- Callback Caller When Agent's Available
Advanced ACD Callback Options
- Leave Message for Agent
- Callback Caller when Agent Selected
- Scheduled Callback
Web Contacts Overview
- Request Agent and Callback via Web
- Queue E-mail to an Agent via Web
Automatic Speech Recognition and Text-To-Speech Overview
Using Auto Attendant
- User Steps
- Spoken Name Generation and Upload
- Name Grammar Generation
- Number Dialing
- Name Dialing
ICM (High Level) Overview
- Integrating IPCC Express with ICM
Hands-on Lab Exercises
- 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
Certification Path
Required Exam(s) |
Recommended Training |
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N/A |
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Current Technologies Computer Learning Center is an authorized VUE Cisco Testing Center .
Registration Information
For more Information or Registration for Cisco Unified Contact Center Express Advanced (UCCXA) or Redeeming Cisco Learning Credits
Contacts Us
EMail: Sales@ctclc.com
Phone: (219) 764-3800