| |
| Duration: |
Description
Building on the knowledge base and scripting experience learned in
CRSD/UCCXD classes, the student will explore more advanced techniques
in scripting and overall CRS functionality. During this five day class
the students 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 apps like "Web
Callback Option" and "Leave a Message in Queue". There will be a major
focus on Scripting and Subsystem management.Objectives
- Understand how to properly setup and design a script with these functions in mind:
- Prompt, document, and grammar management
- Scripting for proper terminating and ending a script
- Debugging
- Abandon rates
- Exception handling
- Using the default script
- Create a helpdesk script
- Understand how to define and use skills
- Understand and setup conditional routing
- How to use Enterprise Data
- How to setup and use Session Management
- Allow for callbacks
- Allow for callbacks while maintaining a position in queue
- Use Auto Attendant with and without ASR
- Understand how to integrate CRS with Intelligent Contact Manager (ICM)
Prerequisites
- All required knowledge and skills required for Unified Contact Center Express Deployment (UCCXD)
- Completion of the UCCXD course
Who Should Attend
- Cisco AVVID Channel Partners and Resellers
- System Engineers
- Customers deploying and maintaining CRS 4.0 products
|
