Unified Contact Center Express Advanced UCCXA

    

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.

Duration:
4 Days/Lecture & Lab

Audience:
This course is ideal for Contact Centre programmers and designers.

Topics:

• 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

Prerequisites:
UCCXD is strongly suggested.

Last Update: February 7, 2012