Cisco Unified Contact Center Express Advanced (UCCXA) Course

Dear colleagues, I would like to tell you about one very interesting advanced course for Cisco Unified Contact Center Express. It is called UCCXA. You can study both onsite and online on Cisco Webex. This course mainly covers additional advanced features and techniques when writing scripts for UCCX.

In this advanced course, we will talk about such interesting things as:

– creating a script for recording voice messages;

– routing by time of day and holidays;

– handling exceptions in scripts and using the default script;

– checking the availability of the agent when entering the queue;

– transferring a call to another queue in the absence of an agent or a long wait in the queue;

– callback request via Email;

– scheduled call back;

– request a callback through your company’s website;

– UCCX integration with ASRTTS speech recognition system;

– RONA call processing;

– setting up the Post Call Treatment function (the survey after the conversation with the operator ends)

1.Course Introduction

2.UCCX System Review
– Components
– Definitions
– The Call Flow
– The Debug process
– Basics of Script Editor
– Reactive (Triggered) Debugging
– Non Reactive Debugging
– Troubleshooting Concepts

3.Build Common Utilities
– Recording Script
– Emergency Message Recording Script
– Time of Day and Holiday Routing Sub Flows

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

6.Database Queries
– Database Setup
– Database Steps

7.Skills Based Routing
– Add skills based routing
– Routing based on caller input and database query

8.Advanced ACD Routing
– Overflow Routing
– Conditional Routing based on Agent Availability and Queue Statistics

9.Non Queuing ACD Callback Methods
– Leave Message for callback via Email
– Leave Recorded Message for Callback via Email
– Callback caller when Queue times decrease

10.Session Management and Enterprise Data Review
– Setup Enterprise Data
– Implement Session Management

11.Advanced ACD Callback Options
– Leave Message for Agent
– Callback Caller when Agent Selected
– Scheduled Callback

12.Web Contacts Overview
– Request Agent and Callback via Web
– Queue Email to an Agent via Web

13.Automatic Speech Recognition and Text To Speech Overview
– UCCX settings for ASRTTS Integration
– Using the Auto Attendant Program with Non ASR/ASR
– A Sample Script for TTS

14.UCCX RONA and Post Call Treatment
– Configure RONA for UCCX
– Post Call Survey after Agent Finishes the Call

I promise that you will not be bored on this course) Nice day to everyone!