Unified Contact Center Express Advanced (UCCXA) Version 1.0
4 days Instructor-Led

Course Overview

This four-day course builds on the knowledge base and scripting experience learned in CRSD/UCCXD classes, this course covers advanced techniques in scripting and overall CRS functionality. During this four day class, students implement such things as extending the functionality of UCCX using many of the tools that are already available in the premium version of the product. Expect to spend time exploring the Agent Desktop Interface and the Desktop Administrator to invoke behaviors that involve Third Party applications and web based apps like: Web Callback Option and Leave a Message in Queue. There will be a major focus on Scripting and Subsystem management.



Who will benefit from this course?

Systems engineers and other technical professionals who have taken UCCXD or
have equivalent experience and who are responsible for advanced scripting and queuing
techniques using CRS.



Prerequisites

To fully benefit from this course, students should have the following prerequisite skills and knowledge:

• UCCXD or equivalent experience is required.
• Significant familiarity with UCCX 4.0 or 5.0.


 Course Objectives:

After completing this course, students will be able to:

• Install a contact center implementation of CRS to include IP IVR and IP ICD .
• Install all components of CRS to include the operating systems, CRS applications, and client tools
such as the CRS Application Editor.
• Conduct the proper configuration of all CRS components.
• Build a prompt recorder script.
• Using best practices, implement a call center application and explore Resource- and Skills-based
routing, with caller options for overflow queues and different caller options.
• Implement a script that measures CSQ metrics such as Expected Wait Times and Agents who are
logged on, then make decisions on call flow.
• Create call-back scripts based upon queue times including passing enterprise data to the new
call.
• Implement scripts using web triggers for an application instead of a calling trigger.
• Implementation of a script from customer requirements as set forth in our exclusive Super Lab.



Course Outline

• Session Management Review
• Build Common Utilities (Lecture/Lab)
• Basic ACD Routing
• Common/Good Practices
• Database Setup/Steps
• More ACD Routing
• Advanced ACD Routing
• Advanced ACD Callback Options
• Advanced Database Configuration
• Agent Desktop Configuration