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Contact Center
UCCXA: Cisco Unified Contact Center Express Advanced v4
Students 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 Unified Contact Center Express (CCX) v8 functionality. You'll learn to implement features that extend the functionality of Unified CCX using many of the tools available in the Premium version of the product. You will also invoke behaviors that involve web-based applications, such as Web Callback Option and Leave a Message in Queue.

There is a major focus on hands-on labs so you can fully grasp scripting and best practices as well as troubleshooting and repairing broken scripts.
  • Configure and deploy Cisco Unified Contact Center Express v9.x with CUCM 9.x
  • Install and configure all components of CCX to include the operating systems, IP IVR and IP ACD, CCX applications, and client tools such as the CCX Application Editor
  • Implement a call center application
  • Best practices for script design
  • Configure advanced features of resource-based and skills-based routing
  • Explore resource- and skills-based routing, with caller options for overflow queues and different caller options
  • Implement a script that measures Contact Service Queue (CSQ) metrics, such as Expected Wait Times and Agents who are logged on, and then make decisions on call flow
  • Create call-back scripts based upon queue times, including passing enterprise data to the new call
  • Explore integration with Microsoft SQL Server to store sessions in an external SQL database for retrieval at a later time
  • Implement scripts using web triggers for an application instead of a calling trigger
  • Troubleshoot broken scripts using the Debug system in CCX Editor
  • Implement and configure your own scripts based on customer requirements
  • Investigate the use of Time and Holiday Operations and build your own prompt recorder and emergency recorder scripts
  • Implement call options for Caller e-mail and Scheduled Callback
  • Implement call options for Overflow Queues using queue and call statistics
Systems engineers and other technical professionals who are responsible for advanced CCX scripting and queuing
  • UCCXD or equivalent experience
  • Significant familiarity with UCCX
  • UCCXD - Deploying Cisco Unified Contact Center Express v4.0
Lesson 1. IPCC Express Overview/Review
  • Components
  • Definitions
  • The Call Flow
  • The Debug Process
  • Triggered Debugging
  • Non-Triggered Debugging
Lesson 2. Troubleshooting Concepts
  • The Call
  • The Script
Lesson 3. Common Utilities
  • Recording Script
  • Emergency Message Recording Script
  • Time-of-Day and Holiday Routing Subflows
Lesson 4. Basic ACD Routing
  • Review ICD Steps
  • Build a Helpdesk Script
Lesson 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
Lesson 6. Database Queries
  • Database Setup
  • Database Steps
Lesson 7. Skills-Based Routing
  • Add Skills-Based Routing
  • Route Based on Caller Input and Database Query
Lesson 8. Advanced ACD Routing
  • Overflow Routing
  • Conditional Routing Based on Agent Availability and Queue Statistics
Lesson 9. 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
Lesson 10. Session Management and Enterprise Data Review
  • Set Up Enterprise Data
  • Implement Session Management
  • Callback Caller When Agent is Available
Lesson 11. Advanced ACD Callback Options
  • Leave Message for Agent
  • Callback Caller when Agent Selected
  • Scheduled Callback
Lesson 12. Web Contacts Overview
  • Request Agent and Callback via Web
  • Queue E-Mail to an Agent via Web
Lesson 13. Automatic Speech Recognition and Text-To-Speech Overview

Lesson 14. Using Auto Attendant
  • User Steps
  • Spoken Name Generation and Upload
  • Name Grammar Generation
  • Number Dialing
  • Name Dialing
Lesson 15. ICM (High-Level) Overview
  • Integrating IPCC Express with ICM