Advanced Cisco UCCX Bootcamp - 10 Days

• 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
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