UCCXA - Cisco Unified Contact Center Express Advanced

Build on the knowledge & scripting experience gained in the prerequisite UCCXD course by exploring more advanced techniques in scripting as well as the overall Customer Response Solution (CRS) functionality.Invoke behaviors that involve web-based apps..

Course Outline

In this course, you’ll 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 Customer Response Solution (CRS) functionality. Learn to implement features that extend the functionality of UCCX using many of the tools available in the premium version of the product. 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 scripting and best practices as well as our exclusive final-day Super Lab. Also, you will troubleshoot and repair broken scripts with our exclusive Trouble Ticket system built into four separate lab exercises.

Why Take UCCXA from Nexient?

·         We’ve added a fifth day to UCCXA consisting of a Super Lab where you will be presented with a real-world deployment project that incorporates lessons from UCCXD and UCCXA and provides both IVR and IPCC challenges. You’ll 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 blue print for your own solution.

·         Four lab exercises incorporate our exclusive Trouble Ticket system that allows you to troubleshoot and repair broken scripts after you’ve completed the lab exercise. You’ll upload broken scripts into the system and debug them to uncover common scripting mistakes.

·         We offer a unique, real-world UCCXA lab environment that provides a hands-on approach not found anywhere else in the industry. Each student pod has its own Cisco Unified Communications Manager (CUCM) and CRS server, giving you greater control over your lab environment. This unique server solution, coupled with the world-class PSTN simulation found in all our voice classes, allows students in each pod to work in their own environment that emulates a typical company installation. Each pod has three IP phones, providing greater testing flexibility during the structure labs and allowing you to experiment and implement your own ideas and solutions outside regular lab time. No other training company offers a unique, real-world lab solution like ours.

·         Learn advanced techniques and best practices for scripting and queuing with several scenarios.
·         CUCM 6.x with Unified Call Center Express (UCCX) 5.0
·         Explore integration with Microsoft SQL Server using several advanced databases
·         Learn to script  for a prompt recorder and emergency recorder
·         Learn best practices for script design
·         Configure advanced features of Resource-based and Skills-based Contact Service Queues
·         Implement call options for Caller e-mail and Scheduled Callback
·         Implement call options for Overflow Queues using queue and call statistics
 
All of our IP telephony courses provide a simulated PSTN.
·         Every pod has internal and external phones
·         Build and test a real dial plan including:
·         911
·         3-digit service codes: 411, 511, etc.
·         7-digit local numbers: 681-1901
·         10-digit local numbers: 416-681-1901
·         11-digit long distance numbers: 1-733-802-1901
·         International numbers: 011441902
·         Different area codes are deployed at all sites

Who should attend

Systems engineers and other technical professionals who have taken UCCXD or have equivalent experience and who are responsible for advanced scripting and queuing techniques using CRS.

What you'll Learn

·         Install a contact center implementation of CRS to include IP IVR and IP ICD
·         Install all components of CRS to include the operating systems, CRS applications, and client tools such as the CRS Application Editor
·         Conduct the proper configuration of all CRS components
·         Build a prompt recorder script
·         Using best practices, implement a call center application and explore Resource- and Skills-based routing, with caller options for overflow queues and different caller options
·         Implement a script that measures CSQ metrics such as Expected Wait Times and Agents who are logged on, then make decisions on call flow
·         Create call-back scripts based upon queue times including passing enterprise data to the new call
·         Implement scripts using web triggers for an application instead of a calling trigger
·         Troubleshoot broken scripts using the Debug system in CRS Editor
·         Implementation of a script from customer requirements as set forth in our exclusive Super Lab

Course outline

Day 1

IPCC Express Overview/Review
·         Components
·         Definitions
·         The Call Flow
·         The Debug Process

Troubleshooting Concepts
§         The Call
§         The Script

Common Utilities
·         Recording Script
·         Emergency Message Recording Script
·         Time of Day and Holiday Routing Subflows

Basic ACD Routing
·         Review ICD Steps
·         Build a Helpdesk Script
§         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
 

Day 2

Database Queries
•   Database Setup
•   Database Steps

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

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

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 Database Queries

Day 3

Session Management and Enterprise Data Review
·         Setup Enterprise Data
·         Implement Session Management
·         Callback Caller When Agent’s Available

Advanced ACD Callback Options
·         Leave Message for Agent
·         Callback Caller when Agent Selected
·         Scheduled Callback

Day 4

Web Contacts Overview
·         Request Agent and Callback via Web
·         Queue E-mail to an Agent via Web
Automatic Speech Recognition and Text-To-Speech Overview
Using Auto Attendant
·         User Steps
·         Spoken Name Generation and Upload
·         Name Grammar Generation
·         Number Dialing
·         Name Dialing
ICM (High Level) Overview
·         Integrating IPCC Express with ICM

Day 5 (Exclusive)

Full Day Lab: This day will consist of a “super lab” where 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 blue print for your own solution.

Hands-On Labs

•     Lab 1: Topology and Deployment
•     Lab 2: Prompt Recorder Script
•     Lab 3: Emergency Message Recorder
•     Lab 4: Help Desk Script
•     Lab 5: Best Practices and Database Access
•     Lab 6: Advanced ACD Solutions
•     Lab 7: Caller Options for E-mail and Callback
•     Lab 8: Callback with Enterprise Data
•     Lab 9: Leave Message in Queue and Scheduled Callback
•     Lab 10: Web Page Trigger for Scheduled Callback
•     Lab 11: Exclusive - Day 5 Full-Day Lab
•     Lab 12: ASR and TTS (Optional)

Additional Details

Pre-Requisites

· UCCXD or equivalent experience is required · Significant familiarity with UCCX 4.0 or 5.0

Certificates offered

Certificate of completion

Cancellation Policy

We require 16 calendar days notice to reschedule or cancel any registration. Failure to provide the required notification will result in 100% charge of the course. If a student does not attend a scheduled course without prior notification it will result in full forfeiture of the funds and no reschedule will be allowed. Within the required notification period, only student substitutions will be permitted.

Reschedules are permitted at anytime with 16 or more calendar days notice. Enrollments must be rescheduled within six months of the cancel date or funds on account will be forfeited.

Map & Reviews

Global Knowledge
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Here are some reviews of the training vendor.

   

The facilities at Global Knowledge were great. The Instructor was very knowlegable and made it easy to learn the material. It was a very good experience:)

Reviewed by Tonia L. 2012

   

Note: We had 2 different trainers during this 3 day course. Course: Terminology should reflect North America and be consistent with our business lingo.

Reviewed by Harman M. 2012

   

Found the course very informative. I had little exposure to Sharepoint and learned a number of things I didn't know. Plan to take the next level of training

Reviewed by Michael R. 2011

   

A charged mannul would be provided for students to make notes whereever they think instructions are important as reminders

Reviewed by jinxiu z. 2011

   

The course is so expensive to be payed by oneself. In almost all the others participants their companies pay the fee.

Reviewed by Ricardo T. 2011

   

No course books were provided for us to take.

Reviewed by Hala M. 2011

   

Course was very detailed but more time would be helpful during workshops. An additional day would help lessen the course load.

Reviewed by Roydon F. 2011

   

should have discuss some case studies,,overall A+

Reviewed by Syed A. 2011

   

Our instructor was very knowlegable and he provided excellent real life stories.

Reviewed by Stephen W. 2011

   

The course was very relevant. I was able to apply the knowledge I aquired in the course to my job on the very next day. The only complaint I have is with the temperature of the room. It was freezing! Students has to wear a jacket or sweater. We were told the temp gage was shared with another classroom that was quite warm so they had turned the temp very low causing our room to be very uncomfortable.

Reviewed by Yasmine I. 2011

   

Given the cost of the course, the hardcopy of the manual should have been provided. It would have been useful to make notes alongside the material as we went along.

Reviewed by Jeff P. 2011

   

I am very disappointed with the handouts. I was told I could go online and download a copy of the manual, the problem is that I would like the printed copy of the manual. I chatted online with one of your technitian who was unable to help me. Then I was told someone would contact me by phone to help me. That never happened. When taking a training course, a person EXPECTS to leave the course with ALL the material.

Reviewed by Betty M. 2011

   

Great course provider, keep it on your roaster

Reviewed by Catherine G. 2011

   

Course content and labs were very good, everything worked as expected.

Reviewed by Francisco C. 2011

   

I really enjoyed this course and was surpised how ell everything was run...enjoyed the instructer very much (Par) and would like to take an other course with him. I wish we could have taken the work book home with us though!!!

Reviewed by gail h. 2010