Cisco UCCX 12.5 Training

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World's Most Unique

Advanced Cisco UCCX Bootcamp - 10 Days

VoiceBootcamp offers 10 day's customized Bootcamp covering all 2 Cisco UCCX related courses in one complete training.  This is great for those who want to learn Cisco UCCX from ground zero to complete advanced scripting and reporting. The candidate will learn to install, deploy, configure and customized Cisco UCCX Solutions from scratch.  Each canddiate will learn to administer and troubleshoot Cisco UCCX solutions.  Real-world business call flow will be turned in to Cisco UCCX Scripts with advanced business logic.  These scripts are based on real-world scripts that are designed by Voicebootcamp for its client.  This is far by the world's best All In One Cisco UCCX Bootcamp with endless resources

Includes:

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    • Course Fee:          $4,995 USD 
    • Course Length:       10 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
    • 10 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
    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
    •  Cisco Unified CCX v12.0

      • Relationship between the Unified CCX platform and the three products it supports
      • Three Cisco products supported by the Unified CCX engine platform
      • Unified CCX hardware and software components to include all server types, standby deployments, and scalability 
      • New and improved functions of the three Unified CCX products to include Unified CCX v12.0

      2. Designing and Ordering

      • Properly size the Unified CCX products by using calculators provided by Cisco 
      • Properly order Unified CCX products using the Unified CCX configuration and ordering tool 
      • Network considerations surrounding a Unified CCX deployment 
      • Using the Solution Reference Network Design for Cisco Unified CCX and Cisco Unified IP IVR and other documents to support a Unified CCX design and deployment

      3. Installation and Configuration

      • Installing Unified CCX software on all servers in a cluster 
      • Activating and configuring all components in a CCX cluster 
      • Configuring and testing a simple CCX Script Application 
      • Troubleshooting installations using log files

      4. Unified CCX Editor

      • Navigate the Unified CCX Editor functionality 
      • Creating, deleting, and editing variables 
      • Saving and uploading valid scripts to the repository 
      • Performing the debug process to test a script 
      • Troubleshooting an application and script using trace files

      5. Basic Unified CCX Editor Steps

      • Creating a simple script workflow to answer a call 
      • Adding comments to identify and explain the script and subsequent groups of steps 
      • Playing voice prompts to share information or instructions with callers 
      • Terminating and ending a call 
      • Validate, save as, upload, refresh, and debug a script

      6. Caller and System Inputs

      • Collecting information from a caller by presenting a list of choices using the menu step
      • Collecting digits from a caller by using the Get Digit String step 
      • Getting information from the system to alter the logic of the call flow 
      • Validate, save as, upload, refresh, and debug the script

      7. Database Access

      • Connecting to a database 
      • Reading and getting information from the database by creating a SQL query within a script step 
      • Referencing database locations 
      • Writing information to a SQL database 
      • Closing the database connection and terminating database resources

      8. Logical Operations

      • Applying Boolean logic in scripts 
      • Creating and modifying counters 
      • Creating and managing timing loops 
      • Redirecting script logic based on the evaluation of “If” statements 
      • Using call subflows as reusable scripts 
      • Creating specialized prompts

      9. Caller Transfers

      • Creating day-of-week and time-of-day ranges for different handling 
      • Transferring calls to various extensions as a function of day and time 
      • Getting information associated with a call
      • Designating calls as completed for reporting 
      • Determining if the caller has hung up 
      • Determining if today is a holiday

      10. Configuring Unified CCX

      • Cisco Unified CCX product, features, and capabilities 
      • Configuring Unified CCX on the CUCM and CCX server

      11. Finesse Product Suite

      • Configuring Finesse Agent Desktop and Finesse Supervisor Desktop 
      • Testing the Finesse Agent Desktop and Finesse Supervisor Desktop configurations 
      • Examining the IP Phone Agent

      12. Unified CCX Script Techniques

      • Defining and using Unified CCX Editor Unified CCX steps 
      • Testing a sample application using the Unified CCX steps in the Unified CCX Editor

      13. Finesse Administrator

      • Configuring the Unified CCX enterprise data using the Finesse Desktop Administrator 
      • Configuring workflows, personnel, and teams 
      • Creating screen pops and macros 
      • Creating wrap-up codes

      14. Outbound Dialer and Agent Chat

      • Examine Outbound Dialer

      15. Session Management

      • Examine Session Management to retrieve information from a previous call

      16. Media Resource Control Protocol (MRCP) Speech Technologies

      • Examine Nuance ASR and TTS servers

      17. Reporting

      • Accessing and analyzing real-time reports 
      • Configure Cisco Unified Intelligence Center (CUIC) historical reporting 
      • Accessing and analyzing historical reports

      18. Servicing and Troubleshooting

      • Traces and logs
      • View More 
  • Course Outline

  • Course Demo
    • Planning and deploying a Cisco Unified CCX system version 11.0
    • Telephony and media configuration for deployment with CUCM
    • Scripting techniques and best practices
    • Scripting operations including greeting, prompt and collect, caller input, database queries, and logic
    • Time-of-day and holiday operations
    • Queue management and best practices for queuing
    • Finesse Agent, Finesse Supervisor, and Finesse Administrator
    • Cisco IP Phone Agent
    • Session Management
    • CUIC and real-time reporting
    • Remote Monitoring
    • Outbound preview dialing
    • TTS and ASR
    • Real-Time Monitoring
    • Disaster recovery
    • Planning and deploying a Cisco Unified CCX system version 11.0
    • Telephony and media configuration for deployment with CUCM
    • Scripting techniques and best practices
    • Scripting operations including greeting, prompt and collect, caller input, database queries, and logic
    • Time-of-day and holiday operations
    • Queue management and best practices for queuing
    • Finesse Agent, Finesse Supervisor, and Finesse Administrator
    • Cisco IP Phone Agent
    • Session Management
    • CUIC and real-time reporting
    • Remote Monitoring
    • Outbound preview dialing
    • TTS and ASR
    • Real-Time Monitoring
    • Disaster recovery

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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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FAQ

Frequently asked questions and answers
  • 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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  • What is FREE Retake Policy?
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  • US Office - 1810 E. Sahara Ave. Suite 223, NV, 89104, USA
  • Canada Office - 705 Progress Ave. Suite 110, Scarborough, Ontario, M1H 2X1, Canada
  • +1-866-777-0060
Our USA Address:
1810 E. Sahara Ave. Suite 223
Las Vegas, NV, 89104
Hours of Operation:
Mon. to Fri. 9am to 5pm
Weekends 9am to 4pm
Our CANADA Address:
705 Progress Ave. Suite 110
Toronto, Ontario, M1H 2X1
Hours of Operation:
Mon. to Fri. 9am to 5pm
Weekends 9am to 4pm

Trial Information - Video & PDF Files

All of our demo and trials are free to use.  We are not not responsible for any demage it may cause by these products to your PC/Desktop/Laptops or any device you may play our videos and/or PDF files.  VoiceBootcamp do not provide support for any trial product and/or demos.  Play at your own risk.  These videos/pdfs has been tested on Windows PC only.  However they do work on Mac OS

Terms & Conditions

All client/candidate purchasing our training and/or self study kits, automatically accepts terms and condition of our website.  Please read through our website terms & conditions before making any purchase.  VoiceBootcamp will do our level best to help you resolve any issue but at the end at the interest of our business, we will rely on our Terms and conditions.  Click here to read