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UCCXA - Cisco Unified Contact Center Express Advanced v4.x

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Duration: 5 Days

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Course Information

Course Description

​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.


Course Objectives

  • 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


Course Audience

​Systems engineers and other technical professionals who are responsible for advanced CCX scripting and queuing

Course Outline

​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

Custom-built Hands-On Labs Running Cisco UC version 9.x 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.


Course Prerequisites

  • UCCXD or equivalent experience
  • Significant familiarity with UCCX
  • UCCXD - Deploying Cisco Unified Contact Center Express v4.0


Course Schedule
This course is not scheduled yet.