UCCXA - Unified Contact Center Express Advanced

Summary

Building on the knowledge base and scripting experience learned in the CRSD/UCCXD classes, this course covers advanced techniques in scripting and overall CRS functionality. Students will implement such tasks as extending the functionality of UCCX using many of the tools that are already available in the premium version of the product. Agent Desktop Interface and the Desktop Administrator will be explored. There will be a major focus on Scripting and Subsystem management. UCCXD is strongly suggested as a prerequisite. This course is ideal for Contact Centre programmers and designers.
 
  
Prerequisites
 
Course UCCXD Deploying Cisco Unified Contact Center Express is suggested.
 
Audience
 
Contact center programmers and designers
 

Skills taught
 
• Advanced scripting
• Agent Desktop Interface
• Desktop Administrator
• Third Party applications/web based applications
• Scripting and Subsystem management
 
 
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