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UCCXA v1.0 - Unified Contact Center Express Advanced

Description

Building on the knowledge base and scripting experience learned in CRSD/UCCXD classes, the student will explore more advanced techniques in scripting and overall CRS functionality. During this five day class the students implement features that extend the functionality of UCCX using many of the tools that are already available in the premium version of the product. Expect to spend time exploring the Agent Desktop Interface and the Desktop Administrator to invoke behaviors that involve Third Party applications and web based apps like "Web Callback Option" and "Leave a Message in Queue". There will be a major focus on Scripting and Subsystem management.

Objectives

  • Understand how to properly setup and design a script with these functions in mind:
    • Prompt, document, and grammar management
    • Scripting for proper terminating and ending a script
    • Debugging
    • Abandon rates
    • Exception handling
    • Using the default script
  • Create a helpdesk script
  • Understand how to define and use skills
  • Understand and setup conditional routing
  • How to use Enterprise Data
  • How to setup and use Session Management
  • Allow for callbacks
  • Allow for callbacks while maintaining a position in queue
  • Use Auto Attendant with and without ASR
  • Understand how to integrate CRS with Intelligent Contact Manager (ICM)

Prerequisites

  • All required knowledge and skills required for Unified Contact Center Express Deployment (UCCXD)
  • Completion of the UCCXD course

Who Should Attend

  • Cisco AVVID Channel Partners and Resellers
  • System Engineers
  • Customers deploying and maintaining CRS 4.0 products

Outline

  • Course Introduction
  • IPCC Express Overview / Review
    • Components
    • Definitions
    • The call flow
    • The Debug process
      • Triggered Debugging
      • Non Triggered Debugging
    • Troubleshooting Concepts
      • The call
      • The Script
  • Common Utilities
    • Recording Script
    • Emergency Message Recording Script
    • Time of Day and Holiday routing Sub Flows
  • 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
  • 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 Email
    • Leave Recorded Message for Callback via Email
    • Callback caller when Queue times decrease
  • Session Management and Enterprise Data Review
    • Setup Enterprise Data
    • Implement Session Management
    • Callback caller when Agents Available
  • Advanced ACD Callback Options
    • Leave Message for Agent
    • Callback caller when Agent Selected
    • Scheduled Callback
  • Web Contacts Overview
    • Request Agent and Callback via Web
    • Queue Email 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

Lab Outline

  • LAB 2-1: Prompt Recorder Script
  • LAB 2-2: Emergency Message Recorder Script
  • LAB 2-3: Time of Day-Holiday Subflow
  • LAB 3-1: Help Desk Script
  • LAB 4-1: Common Good Practices
  • LAB 5-1: Database Queries
  • LAB 6-1: Skills Based Routing
  • LAB 7-1: Advanced ACD Routing
  • LAB 8-1: Leave Message via Email (Non-Queuing)
  • LAB 8-2: Leave Recorded Message via Email (Non-Queuing)
  • LAB 8-3: Callback When Queue Times Lower (Non-Queuing)
  • LAB 9-1: Add Enterprise Data
  • LAB 9-2: Callback When Queue Times Lower (With Enterprise Data)
  • LAB 10-1: Leave Queued Message
  • LAB 10-2: Callback after Agent Selected
  • LAB 10-3: Scheduled Callback
  • LAB 11-1: Web Callback
  • LAB 11-2: Web / Email Callback
  • LAB 13-1: Using Auto Attendant