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Cisco UCCX Advanced Administration

This course is designed for staff who will administer Cisco UCCX system and need to understand and administer the UCCX to a more advanced level.

Duration 2 days
Group Size Up to 5 people per session
Prerequisite This is a technical course and therefore attendees must have attended the Cisco Unified Call Manager Administration Course.
Course type Go Live Support
Training Room Requirements Meeting Room
Flipchart
Projector
PC per attendee with RDP/Web Access to the UCCX Server
Web access to Cisco Call Manager
PC loaded with supervisor and agent desktop software and Script Editor
Logins and Passwords
ACD Setup Information and call flows
Remote Training Requirements Sessions will be hosted using either Webex or Microsoft Teams sessions
Attendees must have access to a PC/ Laptop that can access Webex or Microsoft Teams
Note This course should take place after a cutover

Course Content

Upon successful completion, delegates will be able to:

UCCX Overview

  • Basic IP telephony concepts
  • Cisco Unified Communications Manager
  • Cisco IP phones, Cisco IP Communicator
  • Contact Centre operations

UCCX GUI

  • Browser Support
  • Navigation and menu structures
  • User Interface

UCCX Command Line Interface

  • Accessing UCCX through Command Line Interface

UCCX Basic Administration

  • Configure UCCX users, agents, supervisors
  • Configure Applications
  • Configure Scripts
  • Configure Prompts
  • CRS Scripting Fundamentals
  • Describe the call flow process
  • Describe the basic configurations required to accept a call
  • Define terms associated with the call flow process
  • RMCM vs. JTAPI Subsystems
  • Computer Telephony Interface Route Points
  • Computer Telephony Interface Ports
  • License Usage
  • Describe how to install the script editor
  • Describe how to access and use the script editor
  • Describe variables, what they are used for, and how to create, edit, and delete them
  • Describe the expression editor and its fundamental properties
  • Illustrate the four steps of script management: Validate, Save, Upload, and Refresh
  • Describe the basic properties of debugging
  • Contrast reactive vs. nonreactive debugging
  • Define debugging tools on the toolbar
  • Describe how to start and view a debug session
  • Triggers Debugging
  • Non-Triggered Debugging
  • Describe common script utilities such as the Prompt Recording Tool
  • Describe how to implement Time of Day and Day of Week routing
  • Describe the steps required and how to determine the date today
  • Describe how to implement holiday routing using dates defined in the script
  • Describe how to implement holiday routing using dates defined in a database
  • Describe how to implement holiday routing using dates defined in an XML file
  • Holiday Subflow Logic
  • Emergency Closed Subflow Logic
  • Inclimate Weather Subflow Logic
  • Prompt Management Application
  • Basic ACD Routing
  • Review Resource Groups vs. Skills Routing
  • Review Resource Group algorithms
  • Review Contact Service Queues
  • Review the Select Resource Step
  • Review mechanisms for effective Queuing of a call
  • Hands on build out of a custom queuing script
  • Discuss and review Abandoned rates

UCCX Tools

  • Using the Bulk Edit Feature
  • Cisco UCCX Real-time Reports
  • Cisco UCCX Historical Reports
  • Cisco Desktop Administrator

Using the Disaster Recovery System

  • Disaster Recovery Tool
  • Configuring Backups
  • Performing Restore Operations

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