UCCXA – Cisco Unified Contact Center Express Advanced v4

Short Course Description

5 Day

Course Overview

Cisco Unified Contact Center Express Advanced (UCCXA) v4 is a 5-day Cisco UCCX training program. Students of this Cisco UCCX training course 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 Unified Contact Center Express (CCX) v8 functionality. This UCCX training will take the skills that you learned in the previous class to the next level of expertise. You’ll learn to implement features that extend the functionality of Unified CCX using many of the tools available in the Premium version of the product. You will also invoke behaviors that involve web-based applications, such as Web Callback Option and Leave a Message in Queue. Our Cisco Contact Center Training offers skill building that can help you advance your career or help keep your company’s contact center running smoothly. Our UCCX training is hands-on and paced to keep you challenged and engaged. Join the many other IT professionals who have benefitted from our Cisco UCCX training!
There is a major focus on hands-on labs so you can fully grasp scripting and best practices as well as troubleshooting and repairing broken scripts.

Prerequisites

The knowledge and skills the learner should have before attending this course are as follows:

• UCCXD or equivalent experience
• Significant familiarity with UCCX
• UCCXD – Deploying Cisco Unified Contact Center Express v4.0

Course Objectives

Upon completing this course, the learner will be able to meet these overall objectives:

• Configure and deploy Cisco Unified Contact Center Express v9.x with CUCM 9.x
• Install and configure all components of CCX to include the operating systems, IP IVR and IP ACD, CCX applications, and client tools such as the CCX Application 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 for overflow 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 make decisions on call flow
• Create call-back scripts based upon queue times, including passing enterprise data to the new call
• Explore integration with Microsoft SQL Server to store sessions in an external SQL database for retrieval at a later time
• Implement scripts using web triggers for an application instead of a calling 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 own prompt recorder and emergency recorder scripts
• Implement call options for Caller e-mail and Scheduled Callback
• Implement call options for Overflow Queues using queue and call statistics