Duration: 5 Days
Software Assurance Value:
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.
Systems engineers and other technical professionals who are responsible for advanced CCX scripting and queuing
Lesson 1. IPCC Express Overview/Review
The Call Flow
The Debug Process
Lesson 2. Troubleshooting Concepts
Lesson 3. Common Utilities
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
Using the Default Script
Check Agent Availability Before and After Entering Queue
Check for Call Aborting Before Transferring Call
Lesson 6. Database Queries
Lesson 7. Skills-Based Routing
Add Skills-Based Routing
Route Based on Caller Input and Database Query
Lesson 8. Advanced ACD 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
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
Spoken Name Generation and Upload
Name Grammar Generation
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.