Unified Contact Center Express Advanced

UCCXA Course Description

Call-center customers use Cisco Unified Contact Center Express (UCCX) Edition as an integrated, full-featured solution for managing customer voice contacts with all the benefits of the converged Cisco IP Telephony architecture.

In the Cisco UCC Express Advanced course, students will build on the knowledge base and scripting experience they learned in the Unified Contact Center Express Deployment (UCCXD) class. Students will be presented advanced techniques in scripting and advanced CRS functionality. This four day class explores the implementation of features that extend the functionality of the Cisco UCCX product using many of the tools that are available in the premium version. The course includes configuring, scripting, and testing complex call flows such as “Web Callback Option” and “Leaving a Message in Queue”.

Prerequisites

To fully benefit from this course, it is recommended that you have the following prerequisite skills and knowledge:

• Call center experience
• Cisco Unified Contact Center Express Deployment Training v1 or v2 course

Associated Certifications

• None

Who Should Attend

This course is intended for the following audience:

• Individuals who deploy or support Cisco UCC Express
•  

Individuals who are responsible for implementing end-to-end call-flow design for Cisco UCCX contact center customers.

• Individuals who desire to learn advanced UCCX Scripting Techniques

Number of Days

4 Days instructor-led classroom training. (Approx. 7 hours each day.)

Course Objectives

After completing this course, the student will be able to:

• Understand how to properly design and seup a script with the following functions
  • Prompt, document and grammar management
  • Design different script termination methods
  • Debugging
  • Abandon rates
  • Exception handling
• Understand and setup conditional routing
• Understand the use of Enterpries Data
• Setup and use Session Management
• Develop Scripts for Customer Callbacks
• Develop Scripts for Customer callbacks while maintaining their original position in Queue
• Use the Auto Attendant Script with and without ASR
• Understand the basic steps to integrate the CRS with Cisco Unified Contact Center Enterprise (UCCE)

Course Outline

1. Introduction
2. Cisco UCCX Overview
3. Building Common UCCX Utilities
4. Basic UCCX ACD Routing
5. Common UCCX Good Practices
6. Database Queries
7. Skills Based Routing
8. Advanced UCCX ACD Routing
9. Non-Queuing UCCX ACD Callback Methods
10. UCCX Session Management and Enterprise Data Review
11. Advanced UCCS ACD Callback Options
12. UCCX Web Contacts Overview
13. Automatic Speech Recognition and Text To Speech Overview
14. Using the Auto Attendant Script with and without ASR

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