UCCXA (Cisco Unified Contact Center Express Advanced) v4 is a five-day training course that teaches students to 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 Cisco Unified Contact Center Express (CCX) v9 functionality. Students will learn to implement features that extend the functionality of Unified CCX using many of the tools available in the Premium version of the product. Students will also invoke behaviors that involve web-based applications, such as Web Callback Option and Leave a Message in Queue.
This training course has a major focus on hands-on labs so that the student can fully grasp scripting and best practices as well as troubleshooting and repairing broken scripts.
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- Comprehensive study materials, including official Cisco courseware
- Remote lab access
- UCCXD course or equivalent knowledge
- Significant familiarity with UCCX
After completing this course, you will be able to:
- Configure and deploy Cisco Unified CCX v9.x with Cisco Unified Communications Manager (CUCM) 9.x.
- Install and configure all components of CCX to include the operating systems, IP Interactive Voice Response (IVR) and IP automated call distributor (ACD), CCX applications and client tools such as the CCX Application Editor
- Implement a call center application.
- Describe best practices for script design.
- Configure advanced features of resource-based and skills-based routing.
- Explore resource-based 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 their own scripts based on customer requirements.
- Investigate the use of Time and Holiday Operations and build their 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.
Module 1: IPCC Express Overview/Review
- The Call Flow
- The Debug Process
- Triggered Debugging
- Non-Triggered Debugging
Module 2: Troubleshooting Concepts
- The Call
- The Script
Module 3: Common Utilities
- Recording Script
- Emergency Message Recording Script
- Time-of-Day and Holiday Routing Subflows
Module 4: Basic ACD Routing
- Review Integrated Contact Distribution (ICD) Steps
- Build a Helpdesk Script
Module 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
Module 6: Database Queries
- Database Setup
- Database Steps
Module 7: Skills-Based Routing
- Add Skills-Based Routing
- Route Based on Caller Input and Database Query
Module 8: Advanced ACD Routing
- Overflow Routing
- Conditional Routing Based on Agent Availability and Queue Statistics
Module 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
Module 10: Session Management and Enterprise Data Review
- Set Up Enterprise Data
- Implement Session Management
- Callback Caller when Agent is Available
Module 11: Advanced ACD Callback Options
- Leave Message for Agent
- Callback Caller when Agent is Selected
- Scheduled Callback
Module 12: Web Contacts Overview
- Request Agent and Callback Via Web
- Queue E-Mail to an Agent Via Web
Module 13: Automatic Speech Recognition and Text-To-Speech Overview
Module 14: Using Auto Attendant
- User Steps
- Spoken Name Generation and Upload
- Name Grammar Generation
- Number Dialing
- Name Dialing
Module 15: ICM (High-Level) Overview
- Integrating IP Contact Center (IPCC) Express with Intelligent Contact Management (ICM)
Custom-built Hands-On Labs Running Cisco UC version 9.x Software
- Lab 1: Topology and Deployment
- Lab 2: CCX Installation
- Lab 3: Telephony and Media
- Lab 4: Prompt Recorder Script
- Lab 5: Emergency Message Recorder
- Lab 6: Help Desk Script
- Lab 7: Best Practices and Database Access
- Lab 8: Enhanced - Advanced ACD Solutions
- Lab 9: Enhanced - Caller Options for E-Mail and Callback
- Lab 10: Enhanced - Callback with Enterprise Data
- Lab 11: Leave Message in Queue and Scheduled Callback
- Lab 12: Enhanced - Web Page Trigger for Scheduled Callback
- Lab 13: Exclusive - All Day Super Lab
- Lab 14: ASR and TTS (Optional)
- Lab 15: Spoken Names (Optional)