Cisco UCCXA Training Bangalore, India

UCCXA v1.0 - Unified Contact Center Express Advanced
Duration: 5 Day Hands-on Lab & Lecture Course

Objectives
• Understand how to properly setup and design a script with these functions in mind:
o Prompt, document, and grammar management
o Scripting for proper terminating and ending a script
o Debugging
o Abandon rates
o Exception handling
o Using the default script
• 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
• Allow for callbacks while maintaining a position in queue
• Use Auto Attendant with and without ASR
• Understand how to integrate CRS with Intelligent Contact Manager (ICM)

Course Outline
• Course Introduction
• IPCC Express Overview / Review
o Components
o Definitions
o The call flow
o The Debug process
 Triggered Debugging
 Non Triggered Debugging
o Troubleshooting Concepts
 The call
 The Script
• Common Utilities
o Recording Script
o Emergency Message Recording Script
o Time of Day and Holiday routing Sub Flows
• Basic ACD Routing
o Review ICD Steps
o Build a Helpdesk Script
• Common Good Practices
o Scripting for good prompt management
o Proper End/Terminate Scripting
o Scripting for Subflow debugging
o Abandon Rates
o Exception Handling
o Using the Default Script
o Check Agent Availability before and after entering queue
o Check for call aborting before transferring call
• Database Queries
o Database Setup
o Database Steps
• Skills Based Routing
o Add skills based routing
o Route based on caller input and database query
• Advanced ACD Routing
o Overflow Routing
o Conditional Routing based on Agent Availability and Queue Statistics
• Non Queuing ACD Callback Methods
o Leave Message for callback via Email
o Leave Recorded Message for Callback via Email
o Callback caller when Queue times decrease
• Session Management and Enterprise Data Review
o Setup Enterprise Data
o Implement Session Management
o Callback caller when Agents Available
• Advanced ACD Callback Options
o Leave Message for Agent
o Callback caller when Agent Selected
o Scheduled Callback
• Web Contacts Overview
o Request Agent and Callback via Web
o Queue Email to an Agent via Web
• Automatic Speech Recognition and Text To Speech Overview
• Using Auto Attendant
o User Steps
o Spoken Name Generation and Upload
o Name Grammar Generation
o Number Dialing
o Name Dialing
• ICM (High Level) Overview
o Integrating IPCC Express with ICM
Lab Outline
• LAB 2-1: Prompt Recorder Script
• LAB 2-2: Emergency Message Recorder Script
• LAB 2-3: Time of Day-Holiday Subflow
• LAB 3-1: Help Desk Script
• LAB 4-1: Common Good Practices
• LAB 5-1: Database Queries
• LAB 6-1: Skills Based Routing
• LAB 7-1: Advanced ACD Routing
• LAB 8-1: Leave Message via Email (Non-Queuing)
• LAB 8-2: Leave Recorded Message via Email (Non-Queuing)
• LAB 8-3: Callback When Queue Times Lower (Non-Queuing)
• LAB 9-1: Add Enterprise Data
• LAB 9-2: Callback When Queue Times Lower (With Enterprise Data)
• LAB 10-1: Leave Queued Message
• LAB 10-2: Callback after Agent Selected
• LAB 10-3: Scheduled Callback
• LAB 11-1: Web Callback
• LAB 11-2: Web / Email Callback
• LAB 13-1: Using Auto Attendant