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Contact Center

UCCXA: Cisco Unified Contact Center Express Advanced v4

Lesson 1. IPCC Express Overview/Review

  • Components
  • Definitions
  • The Call Flow
  • The Debug Process
  • Triggered Debugging
  • Non-Triggered Debugging

Lesson 2. Troubleshooting Concepts

  • The Call
  • The Script

Lesson 3. Common Utilities

  • Recording Script
  • Emergency Message Recording Script
  • Time-of-Day and Holiday Routing Subflows

Lesson 4. Basic ACD Routing

  • Review ICD Steps
  • Build a Helpdesk Script

Lesson 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

Lesson 6. Database Queries

  • Database Setup
  • Database Steps

Lesson 7. Skills-Based Routing

  • Add Skills-Based Routing
  • Route Based on Caller Input and Database Query

Lesson 8. Advanced ACD Routing

  • Overflow Routing
  • Conditional Routing Based on Agent Availability and Queue Statistics

Lesson 9. Non-Queuing ACD Callback Methods

  • Leave Message for Callback via E-Mail
  • Leave Recorded Message for Callback via E-Mail
  • Callback Caller when Queue Times Decrease

Lesson 10. Session Management and Enterprise Data Review

  • Set Up Enterprise Data
  • Implement Session Management
  • Callback Caller When Agent is Available

Lesson 11. Advanced ACD Callback Options

  • Leave Message for Agent
  • Callback Caller when Agent Selected
  • Scheduled Callback

Lesson 12. Web Contacts Overview

  • Request Agent and Callback via Web
  • Queue E-Mail to an Agent via Web

Lesson 13. Automatic Speech Recognition and Text-To-Speech Overview

Lesson 14. Using Auto Attendant

  • User Steps
  • Spoken Name Generation and Upload
  • Name Grammar Generation
  • Number Dialing
  • Name Dialing

Lesson 15. ICM (High-Level) Overview

  • Integrating IPCC Express with ICM


Custom-built Hands-On Labs Running Cisco UC version 9.x Software

Lab 1: Topology and Deployment

Review and document the lab topology to gain a better understanding of the lab environment.

Lab 2: CCX Installation

Install and configure CCX using the default aa.aef script. This lab features a full, fresh installation of the CCX software and full configuration for the default script to operate.

Lab 3: Telephony and Media

Provision the CCX Server and CUCM Server with CTI Ports and standard telephony and media dialog groups.

Lab 4: Prompt Recorder Script

Build a script that can record up to ten system prompts and automatically upload them to the repository. Add this script to the Repository, configure an application for this script, and test the script.

Lab 5: Emergency Message Recorder

Evaluate and upload an Emergency Message recorder which can be customized for the need to record prompts on a regular basis. Use Reactive Debug to step through the script.

Lab 6: Help Desk Script

Install and evaluate an advanced Help Desk script that will be used as a basis for all other lab exercises and advanced scripting concepts. Use Reactive Debug to step through the script.

Lab 7: Best Practices and Database Access

Configure your server for ODBC Database access and enable the CCX Database subsystem. Explore the use of three specific database steps used in scripts to extract information from a SQL database using the Structured Query Language.

Lab 8: Enhanced - Advanced ACD Solutions

Add to the Help Desk script and explore advanced concepts such as skills-based routing, resource testing, gathering reporting metrics, and consideration of alternative call-routing options. At the end of the lab, you'll practice troubleshooting with our exclusive Trouble Ticket system.

Lab 9: Enhanced - Caller Options for E-Mail and Callback

Create options for the caller for leaving a recorded message (which is sent as an e-mail to an agent), or set up a callback script for the caller to be called when the queue wait times are more reasonable. At the end of the lab, you'll practice troubleshooting with our exclusive Trouble Ticket system.

Lab 10: Enhanced - Callback with Enterprise Data

Create script options that allow the caller to be called back while tracking Enterprise Data retrieved from an external SQL database server. At the end of the lab, you'll practice troubleshooting with our exclusive Trouble Ticket system.

Lab 11: Leave Message in Queue and Scheduled Callback

Modify the script such that the caller can leave a message in the queue to be played to the Agent with a Callback after the Agent is selected. Set up a workflow to write a record out to the SQL database.

Lab 12: Enhanced - Web Page Trigger for Scheduled Callback

Leverage previous labs using the scheduled callback. In this lab, however, you will initiate the script using a web page filled out by the end user instead of a call into the application. Throughout the lab, you'll practice troubleshooting with our exclusive Trouble Ticket system.

Lab 13: Exclusive - All Day Super Lab

In this Super Lab, you will be presented with a real-world deployment project that incorporates lessons from both courses and provides both IVR and IPCC challenges. Follow a typical project based on real-world experience from design to development and through deployment. Upon completion of the lab, you'll have a better understanding for a contact center project as well as a blueprint for your own solution.

Lab 14: ASR and TTS (Optional)

Modify a script to implement automatic speech recognition (ASR). Implement both implicit and explicit confirmation techniques. Create a script to use text-to-speech (TTS).

Lab 15: Spoken Names (Optional)

Configure the aa.aef script to recognize spoken names when triggered.

Course Registration


5 day


Course Outline