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Unified Contact Center Express Advanced (UCCXA)

Course Description Schedule Course Outline

About this Course

Building on the knowledge base and scripting experience learned in CRSD/UCCXD classes, you will explore more advanced techniques in scripting and overall functionality of Unified IP IVR and Unified Contact Center Express. During this four-day class, you will implement features that extend 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 applications like Web-Callback-Option and Leave-a-Message-in-Queue. There will be a major focus on scripting and subsystem management.

Class Prerequisites

  • Knowledge gained from attending Unified Contact Center Express Deployment (UCCXD)

Outline: Unified Contact Center Express Advanced (UCCXA)

  • IPCC Express Overview / Review
  • Common Utilities
  • Basic ACD Routing
  • Common Good Practices
  • Database Queries
  • Skills Based Routing
  • Advanced ACD Routing
  • Non-Queuing ACD Callback Methods
  • Session Management and Enterprise Data Review
  • Advanced ACD Callback Options
  • Web Contacts Overview
  • Automatic Speech Recognition and Text To Speech Overview
  • Using Auto Attendant
  • ICM (High Level) Overview
Classroom Training

Duration 4 days

  • United States: US$ 3,595
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