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Module 1. Unified CCX Product Overview
Lesson 1: Unified CCX Product Packages
- Unified CCX Product Family
- Unified CCX Primary Functions
- Unified CCX Products and Features
- Unified CCX Add-on Features and Functions
- Unified CCX Compatibility Options
- Unified CCX Operating System Options
Lesson 2: Unified CCX Architecture
- Unified CCX Environment
- Unified CCX Cluster Components
- Unified CCX Licensing
- Integration Models
Lesson 3: Unified CCX Design and Order Tools
- Terminology
- Sizing Tools
- Sizing Exercise
- Ordering Exercise
Module 2. Installation and Configuration
Lesson 1: Unified CCX Installation
- Prerequisites for Installation
- Order of Installation and Setup Summary
- Installation Process
- Unified CCX Cluster Setup Process
- Unified CCX Server Setup Process
- Installing SQL Server
- Adding the Warm Standby Server
- Summary of Basic Requirements to Make a Call
- Unified CCX Installer Messages
- Unified CCX Installer Log Files
Lesson 2: Unified CCX Management
- Unified CM Administration
- Unified CCX Administration
- Subsystems
- Tools
- Supervisor Web Page
- User Web Page
- Desktop Administration
Lesson 3: The Call Process and Basic Unified CCX Configuration
- Terms Defined
- Basic Call Flow process
- Basic Unified CCX Configuration
Module 3. Unified CCX Scripting
Lesson 1: The Script Editor
- Installing the Script Editor
- Basic Properties
- Palette Window
- Design Window
- Variable Window
- Message Window
- Expression Editor
- Script Validation
- Saving the Script
- Upload the Script
- Refresh the Script
- Debugging a Script
Lesson 2: Create a Basic IVR Script
- Steps Required
- Additional Steps
- Creating a New Script
Lesson 3: Prompt and Collect Information from a Caller
- Steps Covered
- Modify the Script to Prompt and Collect an Account Number
Lesson 4: Accessing an External Database
- Database Overview
- ODBC Setup on Unified CCX Engine Operating System
- Database Subsystem Setup
- Database Steps Covered
- Modify Script to Obtain Information from a Database
Lesson 5: Loops, Counters, and Decision Making
- Loop Steps
- Counting Steps
- Decision Steps
- Loops
- Modify Script to Count Database Records
Lesson 6: Confirming a Callers Input
- Steps Required
- Additional Steps Covered
- Modify Script to Confirm Caller's Input
Module 4. Unified CCX ACD Operations
Lesson 1: Unified CCX
- What Unified CCX Is
- Define Unified CCX Components
- Define Agent and Supervisor Interfaces
- Call Flow Revisited
- Configuring Unified CCX
- Present the icd.aef Script for Labs
Lesson 2: Unified CCX Scripting Fundamentals
- Steps Covered
- Basic UCCX Script Design
- Create a New Script for Unified CCX Routing
Lesson 3: Cisco Desktop Work Flow Administrator Fundamentals
- What CDA Is
- CDA Installation
- Menu, Toolbar, and Setup
- Monitor/Record Notification Options
- Enterprise Data
- VOIP Monitor Options
- Dial Strings
- Phone Book
- Reason Codes
- Workflow Groups
- Cisco Unified Presence
- Personnel Configuration
Lesson 4: Advanced Unified CCX Scripting Topics
- Using Subflows
- Implement Skills-Based Routing
- Time of Day, Day of Week, and Holiday Routing
- Data Manipulation
- Overflow Routing
- Modify Script to Implement Above Topics
Lesson 5: Advanced CTI Functions
- User Interface
- Workflows
- Supervisor Workflows
Lesson 6: Unified CCX Reporting
- Reporting Fundamentals
- Real Time Reports
- Historical Reports
Module 5. Unified CCX Premium Functions
Lesson 1: Remote Monitoring
- What Remote Monitoring Is
- Configure a Remote Monitor Supervisor
- Configure RMON Application
- Find CSQ IDs
Lesson 2: Outbound Preview Dialer
- What the Outbound Preview Dialer Is
- Configuration
- Outbound Agent Experience
- Callback Options
- Real-time Reports
- Historical Reports
- Troubleshooting
Lesson 3: Agent Email
- What Agent Email Is
- Summary of Setup Process
- Integrating to Microsoft Exchange
- Creating Email CSQs
- Association of Email Addresses, Agents, and CSQs
- The Agent Email Experience
Lesson 4: Automatic Speech Recognition and Text to Speech
- What Automatic Speech Recognition and Text to Speech Are
- MRCP ASR/TTS Supported Vendors
- Integrating Automatic Speech Recognition Servers
- Integrating Text-to-Speech Servers
- What a Grammar Is
- Grammar-Related Editor Steps
- How Steps Operate in the ASR Mode
- Additional ASR Steps
- TTS Steps
- Configuring and Scripting for ASR Operation
- Name and Alternate Name Dialing
Module 6. Unified CCX Maintenance and Troubleshooting
Lesson 1: Database Maintenance Activities
- Setting the Database Purge Schedule
- Configuration Options for Database Backups
- How to Perform Backups and Restores
Lesson 2: Tracing, Troubleshooting, and Other Utilities
- Finding and Displaying Trace Log Files
- Using the Log Collection Tool
- Troubleshooting Techniques
- Troubleshooting Tips
- Serviceability Tool
- Administration Tool
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