Network Training - Course Details

UCCXA-CUCCEAv4 UCCXA - Cisco Unified Contact Center Express Advanced v4

Network Training Course Description:
In this course, you'll build on the knowledge and scripting experience gainedin the prerequisite UCCXD course by exploring more advanced techniques inscripting as well as the overall Unified Contact Center Express (CCX) v8functionality. You'll learn to implement features that extend the functionalityof Unified CCX using many of the tools available in the Premium version of theproduct. You will also 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 hands-on labs so you can fullygrasp scripting and best practices as well as troubleshooting and repairingbroken scripts.
Network Training Course Duration:
Network Training Course Target Audience:
Systems engineers and other technical professionals who are responsible for advanced CCX scripting and queuing
Network Training Course Prerequisite:
UCCXD or equivalent experience,Significant familiarity with UCCX
Course Content:

  • 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

  • 6. Database Queries

    • Database Setup
    • Database Steps

  • 7. Skills-Based Routing

    • Add Skills-Based Routing
    • Route Based on Caller Input and Database Query

  • 8. Advanced ACD Routing

    • Overflow Routing
    • Conditional Routing Based on Agent Availability and Queue Statistics

  • 9. 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

  • 10. Session Management and Enterprise Data Review

    • Set Up Enterprise Data
    • Implement Session Management
    • Callback Caller When Agent is Available

  • 11. Advanced ACD Callback Options

    • Leave Message for Agent
    • Callback Caller when Agent Selected
    • Scheduled Callback

  • 12. Web Contacts Overview

    • Request Agent and Callback via Web
    • Queue E-Mail to an Agent via Web

  • 13. Automatic Speech Recognition and Text-To-Speech Overview

  • 14. Using Auto Attendant

    • User Steps
    • Spoken Name Generation and Upload
    • Name Grammar Generation
    • Number Dialing
    • Name Dialing

  • 15. ICM (High-Level) Overview

    • Integrating IPCC Express with ICM

  • Lab 1: Topology and Deployment

    Wire the UCCXA classroom network and image the CallManager and CCX servers foreach cluster. Install and configure CallManager. After completing this lab, noadditional wiring is required for any later labs.

  • Lab 2: CCX Installation

    Install and configure CCX using the default aa.aef script. This lab features afull, fresh installation of the CCX software and full configuration for thedefault script to operate.

  • Lab 3: Telephony and Media

    Provision the CCX Server and CUCM Server with CTI Ports and standard telephonyand media dialog groups.

  • Lab 4: Prompt Recorder Script

    Build a script that can record up to ten system prompts and automatically uploadthem to the repository. Add this script to the Repository, configure anapplication for this script, and test the script.

  • Lab 5: Emergency Message Recorder

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

  • Lab 6: Help Desk Script

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

  • Lab 7: Best Practices and Database Access

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

  • Lab 8: Enhanced - Advanced ACD Solutions

    Add to the Help Desk script and explore advanced concepts such as skills-basedrouting, resource testing, gathering reporting metrics, and consideration ofalternative call-routing options. At the end of the lab, you'll practicetroubleshooting with our exclusive Trouble Ticket system.

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

    Create options for the caller for leaving a recorded message (which is sent asan e-mail to an agent), or set up a callback script for the caller to be calledwhen the queue wait times are more reasonable. At the end of the lab, you'llpractice troubleshooting with our exclusive Trouble Ticket system.

  • Lab 10: Enhanced - Callback with Enterprise Data

    Create script options that allow the caller to be called back while trackingEnterprise Data retrieved from an external SQL database server. At the end ofthe lab, you'll practice troubleshooting with our exclusive Trouble Ticketsystem.

  • Lab 11: Leave Message in Queue and Scheduled Callback

    Modify the script such that the caller can leave a message in the queue to beplayed to the Agent with a Callback after the Agent is selected. Set up aworkflow to write a record out to the SQL database.

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

    Leverage previous labs using the scheduled callback. In this lab, however, youwill initiate the script using a web page filled out by the end user instead ofa call into the application. Throughout the lab, you'll practice troubleshootingwith our exclusive Trouble Ticket system.

  • Lab 13: Exclusive - All Day Super Lab

    In this Super Lab, you will be presented with a real-world deployment projectthat incorporates lessons from both courses and provides both IVR and IPCCchallenges. Follow a typical project based on real-world experience from designto development and through deployment. Upon completion of the lab, you'll have abetter understanding for a contact center project as well as a blueprint foryour own solution.

  • Lab 14: ASR and TTS (Optional)

    Modify a script to implement automatic speech recognition (ASR). Implement bothimplicit and explicit confirmation techniques. Create a script to usetext-to-speech (TTS).

  • Lab 15: Spoken Names (Optional)

    Configure the aa.aef script to recognize spoken names when triggered.