Unified Contact Center Express Advanced (UCCXA) v1.0


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 functionality of Unified IP IVR and Unified Contact Center Express. During this four 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 applications like Web Callback Option and Leave a Message in Queue. The course focuses on scripting and subsystem management.

Products Addressed

This course addresses two products that run on the Cisco Customer Response Solutions (CRS) Engine. The products suite includes Unified IP IVR (versions 4.0 and 5.0) and Unified Contact Center Express (versions 4.0 and 5.0).

Unified IP IVR provides the capability to prompt and collect information from the caller to properly select the most suitable agent to service the call. By itself, IP IVR may provide a robust self-service product for those applications not requiring agent participation.

Unified Contact Center Express provides the ability to prompt and collect information from the caller and direct the call to an ACD-type agent. Features include queuing, agent routing, reporting, CTI integration, agent and supervisor desktop applications as well as many other ACD functions.

Lab Environment

Gold Systems strives to train using the latest versions of Cisco products in our labs. Currently, all Gold Systems labs use the following product versions:

  • Unified Contact Center Express, v5.0(2)
  • Unified Communications Manager, v6.0

Pre-requisite Skills

This course is intended for individuals who meet the following prerequisites: Attended CRSD/UCCXD course or have acquired a solid familiarity with CRS Scripting and deployment. Skills should include:

  • Basic IP telephony concepts, including how calls are processed
  • Voice Essentials: Basic Telephony and IP Telephony
  • Cisco Unified Communications Manager deployment and configuration, hands-on experience
  • Windows 2000 Server, Windows 2003 Server
  • Some database access experience
  • Basic IP telephony concepts, including how calls are processed via H323
  • Voice Essentials: Basic Telephony and IP Telephony
  • Cisco Unified Communications Manager deployment and configuration, hands-on experience
  • CRS Script Editor basics
  • Database access experience
  • Familiarity with IVR and ICD concepts
  • Basic Knowledge of Contact Center Operations

Target Audience

This hands-on course is intended for channel partners, Cisco employees, and customers who work as System Administrators, Supervisory Users, Implementation Consultants, Application Engineers, System Engineers and Technical Support Engineers. If your work tasks include application development for the CRS suite of products, this advanced scripting course is for you.

Course Objectives

  • Review basic concepts of Unified Contact Center Express architecture and functionality
  • Create common tools
  • Explore and apply best practices to provide robust applications
  • Apply skills-based routing to the contact center
  • Develop advanced ACD callback applications
  • Develop Web callback applications
  • Create native automatic Speech Recognition (ASR) and Text-to-speech (TTS) scripts
  • Create interfaces with ICM

Length of Course

The class duration is 3.6 days and ends at 1:30 pm on the fourth day.

Maximum Class Size

12 Students

Class Locations

Sunset Learning, Denver Area
6892 S. Yosemite Court
Suite 1-101
Centennial, CO 80112
Phone: 303.741.2284
Fax: 303.741.2284
Email: info@sunsetlearning.com

Sunset Learning, Washington, D.C. Metro Area
11600 Sunrise Valley Drive
Suite 460
Reston, VA 20191
Direct: 703.860.8700
Fax: 703.860.5585
Email: info@sunsetlearning.com

List Price

$3,695 per student

Cancellation Policy

If cancellations are made two weeks prior to the first day of class we will provide a complete refund. If the cancellation is within two weeks of the first day of class the registrant will be charged a 50% cancellation fee that may be used as credit toward a future class.

Syllabus

Day 1

  • Course introduction
  • Contact Center Express Overview / Review
  • Components
  • Definitions
  • The call flow
  • The debug process
  • Troubleshooting concepts and tips
  • The call process
  • Script basics
  • 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 Best Practices
  • Scripting for prompt management
  • Proper End/Terminate Scripting
  • Scripting for Subflow debugging
  • Abandon call rates
  • Exception Handling
  • Using the Default Script
  • Check Agent Availability before and after entering queue
  • Check for call aborting before transferring call Cisco CRS 4.0 Products Overview

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 Email
  • Leave Recorded Message for Callback via Email
  • Callback caller when Queue times decrease Caller Input / Lab

Day 3

  • 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

Day 4

  • 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 Contact Center Express with ICM

Course Schedule

Location Start Date End Date Price
Centennial, Colorado 1/19/2009 1/22/2009 $3,695.00
Reston, Virginia 1/19/2009 1/22/2009 $3,695.00
Centennial, Colorado 2/9/2009 2/12/2009 $3,695.00
Reston, Virginia 2/9/2009 2/12/2009 $3,695.00
Centennial, Colorado 4/20/2009 4/23/2009 $3,695.00
Reston, Virginia 4/20/2009 4/23/2009 $3,695.00
Centennial, Colorado 6/8/2009 6/11/2009 $3,695.00
Reston, Virginia 6/8/2009 6/11/2009 $3,695.00
Centennial, Colorado 10/12/2009 10/15/2009 $3,695.00
Reston, Virginia 10/12/2009 10/15/2009 $3,695.00

Training Registration

To register for a training class, please click on the following link, then fill out and select "Training" on the form. Our Registrar will contact you. Cisco Training Registration