Overview:

The Cisco Unified Contact Center Express Advanced (UCCXA) course 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.

Objectives:

  • Upon completing this course, the learner will be able to meet these overall 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 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

Content:

  • UCC Express Overview
  • Build Common Utilities
  • Basic ACD Routing
  • Common/Good Practices
  • Database Queries
  • Skills Based Routing
  • Advanced ACD Routing
  • Non Queuing ACD Callback Methods
  • Session Management and Enterprise Data Review
  • Advanced ACD Callback Options
  • Web Contacts Overview
  • Automatic Speech Recognition and Text to Speech Overview
  • Using the Auto Attendant Program with Non ASR/ASR
  • ICM Overview

Global Knowledge is the worldwide leader in IT and business skills training. They deliver via training centers, private facilities, and the Internet, enabling their customers to choose when, where, and how they want to receive training programs and learning services.

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