Unified Contact Center Express Advanced (UCCXA)

This four-day instructor-led builds on the knowledge base and scripting experience learned in the CRSD/UCCXD course. This course allows the student to explore more advanced techniques in scripting and overall CRS functionality. Students will learn to implement features that extend the functionality of UCCX using many of the tools that are already available in the premium version of the product.

Course Objectives
· Create a helpdesk script
· Understand how to define and use skills
· Understand and setup conditional routing
· How to use Enterprise Data
· How to setup and use Session Management
· Allow for Callbacks
· Allow for Callbacks while maintaining a position in the queue
· Use Auto Attendant with and without ASR
· Understand how to integrate CRS with Intelligent Contact Manager (ICM)
· Understand how to properly setup and design a script with the following functions in mind.
· Prompt, document, and grammar management
· Scripting for proper terminating and ending a script
· Debugging
· Abandon rates
· Exception Handling
· Using the default script



Prerequisites
Delegates are required to meet the following prerequisites:

· UCCXD



Who should attend
This course is intended for systems Engineers, Supervisory Users, Implementation Consultants, Application Engineers, System Engineers and Technical Support Engineers who implement, install, configure, troubleshoot and develop applications for the Cisco Customer Response Solutions (CRS) suite of products.
Course outlineUCC Express Overview
· Components
· The Debug Process
· Troubleshooting Concepts
Build Common Utilities
· Recording Script
· Emergency Message Recording Script
· Time of Day and Holiday Routing Sub Flows
Basic ACD Routing
· Review ICD Steps
· Build a Helpdesk Script
Common/Good Practices
· Scripting for good prompt management
· Proper End/Terminate Scripting
· Scripting for Subflow debugging
· Abandon dates
· Exception Handling
· Using the Default Script
· Check Agent Availability before and after entering queue
· Check for call aborting before transferring the call
Database Queries
· Database Setup
· Database Steps
Skills Based Routing
· Add skills based routing
· Route based on caller input and database query
Advanced ACD Routing
· Overflow Routing
· Conditional Routing based on Agent Availability and Queue Statistics
Non Queuing ACD Callback Methods
· Leave Message for Callback via Email
· Leave Recorded Message for Callback via Email
· Callback caller when Queue times decrease.
Session Management and Enterprise Data Review
· Setup Enterprise Data
· Implement Session Management
Advanced ACD Callback Options
· Leave Message for Agent
· Callback caller when Agent Selected
· Scheduled Callback
Web Contacts Overview
· Request Agent and Callback via Web
· Queue Email to an Agent via Web
Automatic Speech Recognition and Text to Speech Overview
Using the Auto Attendant Program with Non ASR/ASR
· User Steps
· Spoken Name Generation and Upload
· Name Grammar Generation
· Number Dialling
· Name Dialling
ICM Overview
· Integrating IPIVR with ICM
· Integrating UCC Express with ICM
· Recording

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