Cisco Packaged UCCE 12.5 Advanced Scripting Training


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Best Cisco Contact Center Enterprise training...

Cisco UCCE 12.5 Advanced Scripting Training

UCCE-AA - Cisco Unified Contact Center Enterprise Advanced Administration v11.5 is a 5-day instructor-led course that prepares learners to implement more advanced functions and options in the Cisco Unified CCE environment. This course will provide the student a more comprehensive look at complex topics such as advanced routing techniques, Cisco Finesse Administration, using VoiceXML applications, accessing an external database, and translation routing
    • Course Fee:          $3,995 USD 
    • Course Length:       5 Days - Lang: English
    • Course Duration:    9:30 AM to 5:30 PM
    • Delivery Method:    Instructor-led Classroom or Virtual Class
    • Cisco Learning Credit - Not Accepted
  • What is Included
    • 5 Days Instructor-led Training
    • Attend In Classroom or Remote
    • Study kits included
    • 200 Hours of Free Lab Access
    • Free retake the class upto  2 years
  • Course Outline

    1. Course Introduction

    2. Cisco Unified CCX Overview / Review

    • Components
    • Definitions
    • The Call Flow
    • The Debug Process
      • Triggered Debugging
      • Non Triggered Debugging
    • Troubleshooting Concepts
      • The Call
      • The Script

    3. 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
    • Route 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
    • Callback Caller When Agents Available

    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

  • Course Outline
    • Lab 1: Prompt Recorder Script

      Lab 2: Emergency Message Recorder Script

      Lab 3: Time of Day and Holiday Subflow

      Lab 4: Help Desk Script

      Lab 5: Common Good Practices

      Lab 6: Database Queries

      Lab 7: Skills Based Routing

      Lab 8: Advanced ACD Routing

      Lab 9: Leave Message via Email (Non-Queuing)

      Lab 10: Leave Recorded Message via Email (Non-Queuing)

      Lab 11: Callback When Queue Times Lower (Non-Queuing)

      Lab 12: Add Enterprise Data

      Lab 13: Callback When Queue Times Lower (with Enterprise Data)

      Lab 14: Leave Queued Message

      Lab 15: Callback after Agent Selected

      Lab 16: Scheduled Callback

      Lab 17: Web Callback

      Lab 18: Web / Email Callback

  • Course Demo
    • Understand CCE solutions, architecture, solution options, deployment models, integrated features, and call flow options.
    • Understand underlying Cisco Unified CCE processes, messaging, and fault tolerance schemes.
    • Install, upgrade, and make basic configurations in Cisco Unified Communications Manager.
    • Install, create databases, integrate, and upgrade all ICM components to include the ICM Router, Logger, Administration & Data Server, Peripheral Gateways, CTI Gateway and Cisco Finesse.
    • Install, integrate, configure, and upgrade Cisco Unified CVP components to include the CVP Call Server, Voice XML Server, Media Server, Reporting Server, and Cisco VVB.
    • Install, upgrade, and make configurations for Cisco Unified Intelligence Center and Cisco Outbound Option Agent- and IVR-based campaigns.

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  • The knowledge and skills that students are expected to have before attending this course are:

    Basic computer literacy

    Basic PC operating system navigation skills

    Basic internet usage skills

    Basic IP address knowledge

    There are no formal prerequisites for CCNA certification, but you should have an understanding of the exam topics before taking the exam.

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  • Can I attend online?

    Yes, all of our classes, you can attend online as well as in person.  Candidate will be provided full lab access via Cisco VPN connection to our network.  You will be able to do pretty much exactly the same lab as if you are here in the classroom

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