Cisco Unified Contact Center Express Advanced (UCCXA)
About this Course
Cisco Unified Contact Center Express Advanced (UCCXA) v4 is a 5-day Cisco UCCX training program. 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) 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. Our Cisco Contact Center Training offers skill building that can help you advance your career or help keep your company's contact center running smoothly. Our UCCX training is hands-on and paced to keep you challenged and engaged. Join the many other IT professionals who have benefitted from our Cisco UCCX training!
Primary audience for this course are:
Systems engineers and other technical professionals who are responsible for advanced CCX scripting and queuing
At Course Completion
Upon completing this course, students will be able to:
- 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
Before attending this course, students should have the following:
- UCCXD or equivalent experience
- Significant familiarity with UCCX
- UCCXD - Deploying Cisco Unified Contact Center Express v4.0
Module 1: IPCC Express Overview/Review
- The Call Flow
- The Debug Process
- Triggered Debugging
- Non-Triggered Debugging
Module 2: Troubleshooting Concepts
- The Call
- The Script
Module 3: Common Utilities
- Recording Script
- Emergency Message Recording Script
- Time-of-Day and Holiday Routing Subflows
Module 4: Basic ACD Routing
- Review ICD Steps
- Build a Helpdesk Script
Module 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
Module 6: Database Queries
- Database Setup
- Database Steps
Module 7: Skills-Based Routing
- Add Skills-Based Routing
- Route Based on Caller Input and Database Query
Module 8: Advanced ACD Routing
- Overflow Routing
- Conditional Routing Based on Agent Availability and Queue Statistics
Module 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
Module 10: Session Management and Enterprise Data Review
- Set Up Enterprise Data
- Implement Session Management
- Callback Caller When Agent is Available
Module 11: Advanced ACD Callback Options
- Leave Message for Agent
- Callback Caller when Agent Selected
- Scheduled Callback
Module 12: Web Contacts Overview
- Request Agent and Callback via Web
- Queue E-Mail to an Agent via Web
Module 13: Automatic Speech Recognition and Text-To-Speech Overview
Module 14: Using Auto Attendant
- User Steps
- Spoken Name Generation and Upload
- Name Grammar Generation
- Number Dialing
- Name Dialing
Module 15: ICM (High-Level) Overview
- Integrating IPCC Express with ICM
Custom-built Hands-On Labs Running Cisco UC Software
Lab 1: Topology and Deployment Review and document the lab topology to gain a better understanding of the lab environment.
Lab 2: CCX Installation Install and configure CCX using the default aa.aef script. This lab features a full, fresh installation of the CCX software and full configuration for the default script to operate.
Lab 3: Telephony and Media Provision the CCX Server and CUCM Server with CTI Ports and standard telephony and media dialog groups.
Lab 4: Prompt Recorder Script Build a script that can record up to ten system prompts and automatically upload them to the repository. Add this script to the Repository, configure an application for this script, and test the script.
Lab 5: Emergency Message Recorder Evaluate and upload an Emergency Message recorder which can be customized for the need to record prompts on a regular basis. Use Reactive Debug to step through the script.
Lab 6: Help Desk Script Install and evaluate an advanced Help Desk script that will be used as a basis for all other lab exercises and advanced scripting concepts. Use Reactive Debug to step through the script.
Lab 7: Best Practices and Database Access Configure your server for ODBC Database access and enable the CCX Database subsystem. Explore the use of three specific database steps used in scripts to extract information from a SQL database using the Structured Query Language.
Lab 8: Enhanced - Advanced ACD Solutions Add to the Help Desk script and explore advanced concepts such as skills-based routing, resource testing, gathering reporting metrics, and consideration of alternative call-routing options. At the end of the lab, you'll practice troubleshooting with our exclusive Trouble Ticket system.
Lab 9: Enhanced - Caller Options for E-Mail and Callback Create options for the caller for leaving a recorded message (which is sent as an e-mail to an agent), or set up a callback script for the caller to be called when the queue wait times are more reasonable. At the end of the lab, you'll practice troubleshooting with our exclusive Trouble Ticket system.
Lab 10: Enhanced - Callback with Enterprise Data Create script options that allow the caller to be called back while tracking Enterprise Data retrieved from an external SQL database server. At the end of the lab, you'll practice troubleshooting with our exclusive Trouble Ticket system.
Lab 11: Leave Message in Queue and Scheduled Callback Modify the script such that the caller can leave a message in the queue to be played to the Agent with a Callback after the Agent is selected. Set up a workflow to write a record out to the SQL database.
Lab 12: Enhanced - Web Page Trigger for Scheduled Callback Leverage previous labs using the scheduled callback. In this lab, however, you will initiate the script using a web page filled out by the end user instead of a call into the application. Throughout the lab, you'll practice troubleshooting with our exclusive Trouble Ticket system.
Lab 13: Exclusive - All Day Super Lab In this Super Lab, 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 blueprint for your own solution.
Lab 14: ASR and TTS (Optional) Modify a script to implement automatic speech recognition (ASR). Implement both implicit and explicit confirmation techniques. Create a script to use text-to-speech (TTS).
Lab 15: Spoken Names (Optional) Configure the aa.aef script to recognize spoken names when triggered.