UCCXA (Cisco Unified Contact Center Express Advanced v1.0) Training Class

Day 1

1. IPCC Express Overview/Review

• Components


• Definitions


• The Call Flow


• The Debug Process
  
  
  
  • Triggered Debugging
  
  
  • Non Triggered Debugging
  
  
  
  

2. Troubleshooting Concepts

• The Call


• The Script

3. Common Utilities

• Recording Script


• Emergency Message Recording Script


• Time of Day and Holiday Routing Subflows

4. Basic ACD Routing

• Review ICD Steps


• Build a Helpdesk Script

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

Day 2

1. Database Queries

• Database Setup


• Database Steps

2. Skills-Based Routing

• Add Skills-Based Routing


• Route Based on Caller Input and Database Query

3. Advanced ACD Routing

• Overflow Routing


• Conditional Routing Based on Agent Availability and Queue Statistics

4. 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

Day 3

1. Session Management and Enterprise Data Review

• Setup Enterprise Data


• Implement Session Management


• Callback Caller When Agent's Available

2. Advanced ACD Callback Options

• Leave Message for Agent


• Callback Caller when Agent Selected


• Scheduled Callback

Day 4

1. Web Contacts Overview

• Request Agent and Callback via Web


• Queue E-mail to an Agent via Web

2. Automatic Speech Recognition and Text-To-Speech Overview

3. Using Auto Attendant

• User Steps


• Spoken Name Generation and Upload


• Name Grammar Generation


• Number Dialing


• Name Dialing

4. 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.

Systems engineers and other technical professionals who will be responsible
for deploying or managing CRS.