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

• 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

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; and,
  
• 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)