Global Knowledge-Cisco - (Page 41) UCCXA – Cisco Unified Contact Center Express Advanced Course 5012 Cisco Course v1.0 | UCCX v4.0 Course Description In this course, you’ll build on the knowledge and scripting experience gained in UCCXD (p. 40) and explore more advanced techniques in scripting as well as the overall Customer Response Solution (CRS) functionality. Learn to implement features that extend the functionality of UCCX using many of the tools available in the premium version of the product. Invoke behaviors that involve web-based applications, such as Web Callback Option and Leave a Message in Queue. Further, there is a major focus on scripting and best practices as well as our exclusive final-day Super Lab. Hands-On Labs Lab 1: Topology and Deployment Wire the UCCXA classroom network and image the CallManager and CRS servers for each cluster. Install and configure CallManager. Then install and configure CRS using the default aa.aef script. This lab features a full, fresh installation of the CRS software and full configuration for the default script to operate. After completing this lab, no additional wiring is required for any later labs. Lab 2: 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 3: 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 4: 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 5: Best Practices and Database Access Configure your server for ODBC Database access and enable the CRS 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 6: 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. Lab 7: 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. Lab 8: 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. Lab 9: 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 10: Exclusive – Full-Day 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 blue print for your own solution. Why Take UCCXA from Global Knowledge? We’ve added a fifth day to UCCXA consisting of a Super Lab where you will be presented with a real-world deployment project that incorporates lessons from UCCXD and UCCXA and provides both IVR and IPCC challenges. You’ll follow a typical project based on realworld 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 blue print for your own solution. We offer a unique, real-world UCCXA lab environment that provides a hands-on approach not found anywhere else in the industry. Each student pod has its own CallManager and CRS server, giving you greater control over your lab environment. This unique server solution, coupled with the world-class PSTN simulation found in all our voice classes, allows students in each pod to work in their own environment that emulates a typical company installation. Each pod has three IP phones, providing greater testing flexibility during the structure labs and allowing you to experiment and implement your own ideas and solutions outside regular lab time. No other training company offers a unique, real-world lab solution like ours. What You’ll Learn in Class • Install a contact center implementation of CRS to include IP IVR and IP ICD • Install a CallManager cluster to support the CRS Engine • Install all components of CRS to include the operating systems, CRS applications, and client tools such as the CRS Application Editor • Conduct the proper configuration of all CRS components • Build a prompt recorder script • Using best practices, implement a call center application and explore Resource- and Skills-based routing, with caller options for overflow queues and different caller options • Implement a script that measures CSQ metrics such as Expected Wait Times and Agents who are logged on, then make decisions on call flow • Implementation of a script from customer requirements as set forth in our exclusive Super Lab Course Content Day 1 • IPCC Express Overview/Review • Troubleshooting Concepts • Common Utilities • Basic ACD Routing • Common Good Practices Day 2 • Database Queries • Skills-Based Routing • Advanced ACD Routing • Non-Queuing ACD Callback Methods Day 3 • Session Management and Enterprise Data Review • Advanced ACD Callback Options Day 4 • Web Contacts Overview • Automatic Speech Recognition and Text-To-Speech Overview • Using Auto Attendant • ICM (High Level) Overview Day 5 • Exclusive – Full-Day Lab Prerequisite • UCCXD (p. 40) Classroom Learning 5 days $3,695 37 CLCs On-Site Learning Call for info. Classroom Learning CA San Jose Jan 5-9 CA San Jose Apr 6-10 DC Washington Jan 12-16 DC Washington Mar 30-Apr 3 DC Washington Jun 1-5 GA Atlanta Dec 8-12 GA GA IL IL NJ NJ NY Atlanta Atlanta Chicago Chicago Morristown Morristown New York Mar 9-13 Jun 8-12 Feb 23-27 May 4-8 Mar 2-6 May 18-22 Feb 9-13 NY NY QC TX TX New York New York Montreal Dallas Dallas Apr 13-17 Jun 22-26 Dec 15-19 Jan 19-23 Apr 20-24 REGISTER NOW 1-800-COURSES www.globalknowledge.com/cisco 41 http://www.globalknowledge.com/cisco
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