UCCXA - Cisco Unified Contact Center Express Advanced

Overview:

In this course, you'll 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 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.

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 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.

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 Cisco Unified Communications Manager (CUCM) 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.

Learn advanced techniques and best practices for scripting and queuing with several scenarios.

• CUCM 6.x with Unified Call Center Express (UCCX) 5.0
• Explore integration with Microsoft SQL Server using several advanced databases
• Learn to script for a prompt recorder and emergency recorder
• Learn best practices for script design
• Configure advanced features of Resource-based and Skills-based Contact Service Queues
• Implement call options for Caller e-mail and Scheduled Callback
• Implement call options for Overflow Queues using queue and call statistics

All of our IP telephony courses provide a simulated PSTN.

• Every pod has internal and external phones
• Build and test a real dial plan including:
  • 911
  • 3-digit service codes: 411, 511, etc.
  • 7-digit local numbers: 681-1901
• 10-digit local numbers: 416-681-1901
  • 11-digit long distance numbers: 1-733-802-1901
  • International numbers: 011441902
• Different area codes are deployed at all sites

Description:

Day 1

1. IPCC Express Overview/Review

• Components
• Definitions
• The Call Flow
• The Debug Process
  
  • Triggered Debugging
  • Non Triggered Debugging

2. Troubleshooting Concepts

• The Call
• The Script

3. Common Utilities

• Recording Script
• Emergency Message Recording Script
• Time of Day and Holiday Routing Subflows

4. Basic ACD Routing

• Review ICD Steps
• Build a Helpdesk Script

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

Day 2

1. Database Queries

• Database Setup
• Database Steps

2. Skills-Based Routing

• Add Skills-Based Routing
• Route Based on Caller Input and Database Query

3. Advanced ACD Routing

• Overflow Routing
• Conditional Routing Based on Agent Availability and Queue Statistics

4. 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

Day 3

1. Session Management and Enterprise Data Review

• Setup Enterprise Data
• Implement Session Management
• Callback Caller When Agent's Available

2. Advanced ACD Callback Options

• Leave Message for Agent
• Callback Caller when Agent Selected
• Scheduled Callback

Day 4

1. Web Contacts Overview

• Request Agent and Callback via Web
• Queue E-mail to an Agent via Web

2. Automatic Speech Recognition and Text-To-Speech Overview

3. Using Auto Attendant

• User Steps
• Spoken Name Generation and Upload
• Name Grammar Generation
• Number Dialing
• Name Dialing

4. ICM (High Level) Overview

• Integrating IPCC Express with ICM

Day 5 - Exclusive

Full Day Lab: This day will consist of a "super lab" where
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.

Agenda:

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: 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.

Lab 11: Exclusive - Day 5 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.

Audience:

Systems engineers and other technical professionals who have taken UCCXD or have equivalent experience and who are responsible for advanced scripting and queuing techniques using CRS.

Objectives:

• Install a contact center implementation of CRS to include IP IVR and IP ICD
• 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
• Create call-back scripts based upon queue times including passing enterprise data to the new call
• Implement scripts using web triggers for an application instead of a calling trigger
• Implementation of a script from customer requirements as set forth in our exclusive Super Lab