| Course |
Length |
Format |
Select an option
   
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Cisco Unified Contact Center Express Advanced (UCCXA) v1.0
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5 days
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Lecture/lab
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| Course description |
In this course, networking professionals will 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.
In this course, there is a major focus on scripting and best practices as well as our exclusive final-day Super Lab. Also, you will troubleshoot and repair broken scripts with our exclusive Trouble Ticket system built into four separate lab exercises.
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| Learning objectives |
After you complete this course, you will be able to:
- 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
- Troubleshoot broken scripts using the Debug system in CRS Editor
- Implementation of a script from customer requirements as set forth in our exclusive Super Lab
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| Who should attend |
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.
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| Recommended prerequisites |
- UCCXD or equivalent experience is required; and significant familiarity with UCCX 4.0 or 5.0.
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| Related training |
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