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UCCXA - Cisco Unified Contact Center Express Advanced v4 Training Class

uccxaThis class focuses on hands-on labs so you can fully grasp scripting and best practices as well as troubleshooting and repairing broken scripts.

    Super LabExclusive 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.
   Trouble Ticket Lab Exclusive Trouble Ticket Labs: You will have access to four labs that will 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  Optional Labs: The 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.

This Class is Designed for:

  • Systems engineers and other technical professionals who are responsible for advanced CCX scripting and queuing
  • Students with at least a  UCCXD or equivalent experience and   Significant familiarity with UCCX

This Cisco Class will Cover

  1. Configure and deploy Cisco Unified Contact Center Express v8.0 with CUCM 8.0
  2. 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
  3. Implement a call center application
  4. Script Design
  5. Configure advanced features of resource-based and skills-based routing
  6. Explore resource- and skills-based routing, with caller options for overflow queues and different caller options
  7. 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
  8. Create call-back scripts based upon queue times, including passing enterprise data to the new call
  9. Explore integration with Microsoft SQL Server to store sessions in an external SQL database for retrieval at a later time
  10. Implement scripts using web triggers for an application instead of a calling trigger
  11. Troubleshoot broken scripts using the Debug system in CCX Editor
  12. Configure your own scripts based on customer requirements
  13. Investigate the use of Time and Holiday Operations and build your own prompt recorder and emergency recorder scripts
  14. Call options for Caller e-mail and Scheduled Callback
  15. Call options for Overflow Queues using queue and call statistics
Class Dates and Locations - UCCX Training Class

May 02 - May 06, 2016   Live Online

Jun 13 - Jun 17, 2016   Live Online

Refund Policy-
For full refund, class or boot camp must be canceled in writing via email or fax at least 14 days prior to start of class.  

 

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Schedule of Cicso UCCXA Classes

Labs Covered in Class

Lab 1: Topology and Deployment

 Wire the UCCXA classroom network and image the CallManager and CCX servers for each cluster. Install and configure CallManager. After completing this lab, no additional wiring is required for any later labs.

 Lab 2: CCX Installation

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

 Lab 3: Telephony and Media

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

 Lab 4: 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 5: 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 6: 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 7: Best Practices and Database Access

 Configure your server for ODBC Database access and enable the CCX 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 8: Enhanced - 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. At the end of the lab, you'll practice troubleshooting 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 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. At the end of the lab, you'll practice 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 tracking Enterprise Data retrieved from an external SQL database server. At the end of the lab, you'll practice troubleshooting with our exclusive Trouble Ticket system.

 Lab 11: 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 12: Enhanced - 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. Throughout the lab, you'll practice troubleshooting with 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 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 blueprint for your own solution.

 Lab 14: ASR and TTS (Optional)

 Modify a script to implement automatic speech recognition (ASR). Implement both implicit and explicit confirmation techniques. Create a script to use text-to-speech (TTS).

 Lab 15: Spoken Names (Optional)

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

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