UCCXA - Cisco Unified Contact Center Express Advanced v4 (5759)

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.

• Exclusive Super Lab: On the last day of class, you'll follow a typical real-world deployment project from design to development and through deployment. Incorporating lessons from UCCXD and UCCXA, this lab provides both IVR and ACD challenges and gives you a better understanding for contact center projects, as well as a blue print for your own solution.
• Exclusive Trouble Ticket Labs: Four exercises let you troubleshoot and repair broken scripts after you've completed the primary lab exercise. You'll upload broken scripts into the system and debug them to uncover common scripting mistakes.
• Optional Labs: We've added two optional lab exercises in support of Automatic Speech Recognition and Text-to-Speech in which you'll learn how to use the snu.aef script to upload spoken names for users.

Skills Gained

• Configure and deploy Cisco Unified Contact Center Express v8.0 withCUCM 8.0
• Install and configure all components of CCX to include the operatingsystems, IP IVR and IP ACD, CCX applications, and client tools such as the CCXApplication Editor
• Implement a call center application
• Best practices for script design
• Configure advanced features of resource-based and skills-based routing
• Explore resource- and skills-based routing, with caller options foroverflow 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 makedecisions on call flow
• Create call-back scripts based upon queue times, including passingenterprise data to the new call
• Explore integration with Microsoft SQL Server to store sessions in anexternal SQL database for retrieval at a later time
• Implement scripts using web triggers for an application instead of acalling trigger
• Troubleshoot broken scripts using the Debug system in CCX Editor
• Implement and configure your own scripts based on customer requirements
• Investigate the use of Time and Holiday Operations and build your ownprompt recorder and emergency recorder scripts
• Implement call options for Caller e-mail and Scheduled Callback
• Implement call options for Overflow Queues using queue and callstatistics

Who Can Benefit

Systems engineers and other technical professionals who are responsible for advanced CCX scripting and queuing

Prerequisites

• UCCXD or equivalent experience
• Significant familiarity with UCCX