Advanced Contact Center Express Scripting Labs, v9.0 (ACCXSL)

Size: px
Start display at page:

Download "Advanced Contact Center Express Scripting Labs, v9.0 (ACCXSL)"

Transcription

1 Advanced Contact Center Express Scripting Labs, v9.0 (ACCXSL) Course Overview: Advanced Contact Center Express Scripting Labs v9.0 (ACCXSL) is a 5-day instructor-led, labintensive course intended for experienced Unified Contact Center Express (CCX) administrators who need in-depth knowledge advanced scripting techniques using complex script steps to resolve sophisticated contact center requirements. This course addresses the steps in the Script Editor pallet as well as scripting techniques involving databases, HTTP, XML, VXML, Java Objects, and Desktop Administration. This course is intended to be a follow-on course to UCCXD v4.0 or UCCX 5.0, and completely replaces the outdated Unified Contact Center Advanced v1.0 class. ACCXSL introduces updated best practices, sophisticated steps, and modern concepts for deploying advanced contact center applications and techniques. The class utilizes Cisco Unified Contact Center Express 9.0 and highlights new application features and services. Sunset Learning has deployed Unified CCX labs on the latest UCS platforms using VMWare ESXi and vsphere technology. After a short review of Unified CCX architecture, basic administration and the Script Editor, the course begins with a discussion of new and changed features in UCCX 9.0. Next we provision our first application to build familiarity with call control groups, dialog groups, applications, triggers, prompt management, and the script editor. The class will then address the creation of a basic contact center to refresh knowledge of call flow, agents, teams, Cisco Agent Desktop (CAD), Cisco Supervisor Desktop (CSD), Contact Service Queues, Finesse Agent Desktops and other new capabilities offered by UCCX v9.0. Every contact center needs a series of tools to help build scripts and applications. The class will build tools to record prompts and to record and deploy emergency/status prompts. Next students will build some common subflows to manage holidays using multiple techniques. Default scripts will be built for caller troubles and system errors. Students will experience using text-to-speech as a valuable development tool to substitute for prompts while creating scripts. Next the class will explore manipulating and speaking data, working with date and time variables and manipulating and speaking dates, time and data. Students will create open/closed scripts used for manually opening and closing your contact center using XML documents and the new abbreviated X-path techniques. Students will learn to manipulate languages using the language tools in the script editor. For the rest of the week the class will conduct a master project and will build a major contact center application, deploying database routing, skills-based routing, expected wait time subflows, and caller's position in queue subflows. The labs will consider what happens when agents are logged in and ready. If agents are not ready the class will investigate how to use various overflow routing techniques. Students will spend lab time using the Cisco Desktop Administrator and the Cisco Workflow Administrator to create applications that push data to the agent desktop and cause the agent desktop to react to that data. There are optional desktop labs for those who wish extend their learning experience.

2 Participants will examine advanced, updated caller callback techniques such as callbacks when a caller has hung up, or scheduled callbacks, or web-based requests for callbacks. During the week the class will explore various trouble-shooting techniques to resolve real-time issues while developing applications, which includes tools, tricks, cool tips and visiting the logs. This course was developed to provide additional hands-on training for those who already have a basic understanding of UCCX administration and are looking further training to provide callers and agents with a pleasant and effective experience. This is not a certification or implementation course. Who will benefit from this course? Experience Unified CCX Engineers and administrators charged with building applications. Anyone who has attended UCCXD v4.0 or UCCX 5.0 who requires more hands-on training on advanced features and troubleshooting Prerequisites: To fully benefit from this course, students should have the following prerequisite skills and knowledge: UCCXD v4.0 or UCCX 5.0 training or equivalent knowledge Some UCCX additional field experience Sunset Learning Differentiators: World Class Instruction Team o All instructors hold Certified Cisco Systems Instructor (CCSI) certification. o All instructors have a four-year technical degree or equivalent work experience. o All instructors have a minimum of either four years teaching technical networking classes or five years consulting experience. Enhanced Learning Experience o The goal of our instructors during class is ensure students understand the material, guide them through our up to date labs and encourage questions and interactive discussions. Enjoyment of the learning process is a primary objective for Sunset Learning instructors. High Quality Real World Lab Environments o Course offerings include real-time access to labs with the latest Cisco equipment o Result is real world experiences to help students prepare for actual networking environments. o Hands on experience aids in Cisco exam preparation. Outstanding Customer Service o Dedicated program manager o Quality instruction team o Creatively designed curriculum to meet your specific needs o Delivery at your location or ours

3 Course Objectives: After completion of this course, students will be able to... Describe the Unified CCX product architecture, components, call flow, and general administration techniques Describe and apply new Unified CCX v9.0 features Install and use the CCX Script Editor to create and debug scripts Provision and test CCX script applications Create application development tools for recording prompts, emergency prompts Create administrative tools to open and close contact centers Create useful subflow scripts to determine if today is a holiday Manipulate and speak dates, times, and data Deploy and manipulate languages within script applications Create a fully-functional help desk application using best practices Display important enterprise data on the Cisco Agent Desktop Creatively use the Cisco Desktop Administrator and the Cisco Desktop Workflow Administrator Create and deploy subflow scripts to announce estimated wait times, position in queue Invoke exception handling when a script throws an error Implement overflow routing techniques Create and deploy multiple caller callback techniques Descript XML technology as it is deployed in a contact center Implement Java objects acquired from the public domain Troubleshoot CCX applications and scripts Course Outline: Module 1: Unified CCX Product Overview Review of Unified CCX Architecture, Components, Call Flow, Administration, Script Editor New/Changed Features in Unified Contact Center Express 9.0 Provisioning an Application Using the Script Editor Creating a Basic Contact Center Application Module 2: CCX Application Development Tools Recording Prompts Overview of Prompt Recording Tool Emergency/Status Recording Overview of Emergency/Status Creating Holiday Subflows XML Techniques Database Technique Switch Step Technique

4 Creating Default Scripts Sample Default Script Manipulating and Speaking Data Using Date and Time type variables Calculating today's date and time Calculate tomorrow's date Calculate future dates Speak data Using ASR/TTS Methods Manipulating Dates and Times Creating a test script for dates and times Speaking dates and times Review New, Relevant Script Step Creating Open and Closed State Scripts Overview of Open/Closed State Scripts Creating XML Documents for Open/Closed Scripts Manipulating Languages Review New Relevant Script Steps Multi-language Prompts Create a Open/Closed Script to Check Current Contact Center State Modify the Script to Manage Current State Multi-language Test Scripts Module 3: Help Desk Labs Creating a Help Desk Script Creating the Help Desk Script Implementing Best Contact Center Practices Exception Handling Building the Help Desk Application Call Subflows Implementing Best Practices: Agent is Not Ready Estimated Wait Time Position-in-queue Implementing Holiday Subflow Implement Open/Closed Technology Implementing Overflow Routing Techniques Routing as Overflow Routing as Include Module 4: Displaying Enterprise Data in CAD Using the Desktop Workflow Administrator Workflow Groups Enterprise Data Thresholds Configuring Task Buttons Using the Desktop Administrator Creating Data Fields, Layout Lists Reason Codes Wrap-up Data Integrated Browser Testing Procedures and Troubleshooting Enterprise Data

5 Module 5: Caller Callback Techniques Implementing Caller Callback when Contact Center is less busy Implementing Caller Callback - Scheduled by Caller Implementing Web-originated Callbacks Module 6: Premium Applications ASR/TTS Technology XML Techniques Java Objects Using Auto Attendant Outbound Preview Dialing Module 7: Example Optional Advanced Techniques Implementing Whisper Functions Example Horoscope Application

6 Labs All labs have a Lab Preparation section to review the script steps and techniques Module 1 Labs Lab 1: Provisioning You First Application o Observe the Telephony Provider configuration o Add Your Call Control Group o Add Cisco Media Termination Dialog Control Groups Lab 1-2: Using the Script Editor o Download a script to your local hard drive o Modify Your Prompt and Script Lab 1-3: Create a Basic Contact Center Application o Assign IPCC Extensions to Agents o Associate the Agent Phone with the RmCm Provider o Create Resource Groups, Skills o Assign Resource Groups and Skills to Agents o Create Contact Service Queues o Assign Supervisor Capabilities o Make Team Assignments o Install the Agent and Supervisor Desktop o Add a New Unified CCX Script Application o Add Telephony Trigger for Your Application o Call and Test Your New Application o Install the Cisco Unified CCX Script Editor o Debug Your Script o Start the Agent Desktop and Login o Start the Supervisor Desktop and Login o Prepare your Application to Use the icd.aef Script o Test the Script, Agent Desktop, and Basic Call Handling o Use Skills-Based CSQs to Manage Calls o Conduct Supervisor Activities o Use the CAD Browser Edition (Optional) Module 2 Labs Lab 2-1: Recording Prompts o Create a Prompt Recording Script and Application o Add a Prompt Recording Application o Add a Telephony Trigger for Your Application o Record a New Welcome Prompt o Change Your Welcome Message o Change Your Welcome Message Directly Lab 2-2: Add Emergency/Status Recordings o Modify the Prompt Recording Tool Script to include emergency/status options. o Modify student.aef script to play a status message o Test the New Status Message Feature o Record new prompts for your new script, deploy the prompts o Modify Communications Manager user PINs for your user o Deploy additional security and authentication techniques o Debug your modified script o Debug the Prompt Recorder All script

7 Lab 2-3: Creat Holiday Subflow Scripts o Create a script to use an XML file to list holidays and determine if today's date is a holiday o Create a script to use a holiday database table to list holidays and determine if today's date is a holiday o Create a script to use the Switch step to list holidays and determine if today's date is a holiday. o Use the Set step to convert from date type variable values to string type. o Properly use Date type variables o Debug your three scripts Lab 2-4: Create Default Scripts o Create a simple default Script o Modify the simple default script to use text-to-speech Lab 2-5: Manipulate and Speaking Data o Create a demo data script o Modify the demo data script to speak data Lab 2-6: Manipulate Dates and Time o Create a Date and Time Test Script o Speak Dates and Times o Add a test application o Add a telephony trigger for the test application Lab 2-7: Create Open/Closed State Scripts o Create two XML Documents o Create a CurrentState.aef script to check the contact center state o Add State Management to the CurrentState.aef script Lab 2-8: Manipulate Languages o Create Multi-language prompts o Create a multi-language test script Module 3 Labs Lab 3-1: Create a Help Desk Script o Build a basic help desk script o Add a new help desk application o Add a telephony trigger for the help desk application Lab 3-2: Implement Best Contact Center Practices o Implement exception handling techniques o Implement call subflows o Implement the previously-created holiday subflow (switch version) Lab 3-3: Implement Expected Wait Time Techniques o Create an Expected Wait Time Subflow Script o Implement Expected Wait Time in the Help Desk Script o Verify the application, when called, arrives at your ready agent. o Implement contact center closing techniques. o Test the Expected Wait Time function when calling the Help Desk application

8 Lab 3-4: Implement Position in Queue Techniques o Create a position-in-queue subflow script o Implement PIQ techniques in the Help Desk Script Lab 3-5: Implement Overflow Routing Techniques o Modify the Select Resource step queue loop to include another Select Resource step to select agents from yet another CSQ - providing an overflow function. o Apply, using Boolean expressions, business rules to enable this overflow activity. Module 4 Labs Lab 4-1: Display Enterprise Data in CAD o Install the Desktop Workflow Administrator o Create a new workflow group o Configure enterprise data call activity thresholds o Add the outbound dialer toolbar o Task button #1 High priority chat with supervisor o Task button #2 Launch an Internet Web site o Task button #3 Transfer call to supervisor o Task button#4 & 5- Set record buttons o Create reason codes o Implement Wrap-up-data o Setup integration browser o Create the call record enterprise data fields using Cisco Desktop Administrator o Create layout lists to specify and organize the data fields to be displayed o Use the Desktop Workflow Administrator to create workflow groups to be assigned to agents. o Modify the Help Desk script to use the Set Enterprise Data step to push the variable values into the call record fields. o Successfully display enterprise data from the caller, from a database, from the system and from variable parameters. Module 5 Labs Lab 5-1: Implement Caller Callback - When Contact Center is Less Busy Prepare a callback queue script Add a callback queue application and trigger Modify the help desk script for caller callback Implement callback confirmation Lab 5-2: Implement Scheduled Caller Callbacks Lab 5-3Implementing Web-originated Callbacks

9 Module 6 Labs Lab 6-1: Using ASR/TTS in Applications Lab 6-2: Implement XML Techniques Lab 6-3: Implement Java Objects Module 7 Optional Labs Lab 7-1: Implement Whisper Techniques Lab 7-2: Implement Horoscope Application

Description: Objective: Upon completing this course, the learner will be able to meet these overall objectives:

Description: Objective: Upon completing this course, the learner will be able to meet these overall objectives: Course: Deploying Cisco Unified Contact Center Express Software v9.0 Duration: 5 Day Hands-On Lab & Lecture Course Price: $ 3,695.00 Learning Credits: 37 Description: Deploying Cisco Unified Contact Center

More information

Deploying Cisco Unified Contact Center Express 5.0 (UCCX)

Deploying Cisco Unified Contact Center Express 5.0 (UCCX) Deploying Cisco Unified Contact Center Express 5.0 (UCCX) Course Overview: This course, Deploying Cisco Unified Contact Center Express (UCCX) v5.0, provides the student with handson experience and knowledge

More information

Deploying Cisco Unified Contact Center Express Volume 1

Deploying Cisco Unified Contact Center Express Volume 1 Deploying Cisco Unified Contact Center Express Volume 1 Course Introduction Learner Skills and Knowledge Course Goal and Course Flow Additional References Your Training Curriculum General Administration

More information

Deploying Cisco Unified Contact Center Express - Digital

Deploying Cisco Unified Contact Center Express - Digital Course Code: CUCCX Vendor: Cisco Course Overview Duration: 5 RRP: 2,396 Deploying Cisco Unified Contact Center Express - Digital Overview This course provides you with hands-on experience and knowledge

More information

UCCXA: Cisco Unified Contact Center Express Advanced v4

UCCXA: Cisco Unified Contact Center Express Advanced v4 Course: UCCXA: Cisco Unified Contact Center Express Advanced v4 Description: Students build on the knowledge and scripting experience gained in the prerequisite UCCXD course by exploring more advanced

More information

UCCXA - Cisco Unified Contact Center Express Advanced v4

UCCXA - Cisco Unified Contact Center Express Advanced v4 UCCXA - Cisco Unified Contact Center Express Advanced v4 Eğitim Tipi ve Süresi: 5 Days VILT UCCXA - Cisco Unified Contact Center Express Advanced v4 Cisco Course v4.0 Cisco Contact Center Express Software

More information

UCCXA: Cisco Unified Contact Center Express Advanced v4

UCCXA: Cisco Unified Contact Center Express Advanced v4 Course Outline Lesson 1. IPCC Express Overview/Review Components Definitions The Call Flow The Debug Process Triggered Debugging Non-Triggered Debugging Lesson 2. Troubleshooting Concepts The Call The

More information

Cisco Unified Contact Center Express Reporting

Cisco Unified Contact Center Express Reporting Cisco Unified Contact Center Express Reporting UNIFIED CONTACT CENTER EXPRESS REPORTING V4.0 CISCO UNIFIED CONTACT CENTER EXPRESS SOFTWARE V9.0 Join Cisco Press Author and one of the world s most respected

More information

To participate in the hands-on labs in this class, you need to bring a laptop computer with the following:

To participate in the hands-on labs in this class, you need to bring a laptop computer with the following: Course: Administering Cisco Unified Contact Center Enterprise, Part 2 Duration: 5 Day Hands-On Lab & Lecture Course Price: $ 3,795.00 Learning Credits: 38 Description: Administering Cisco Unified Contact

More information

CCNA DATA CENTER BOOT CAMP: DCICN + DCICT

CCNA DATA CENTER BOOT CAMP: DCICN + DCICT CCNA DATA CENTER BOOT CAMP: DCICN + DCICT COURSE OVERVIEW: In this accelerated course you will be introduced to the three primary technologies that are used in the Cisco data center. You will become familiar

More information

Administering Cisco Unified Contact Center Enterprise, Part 2 AUCCE2 v10.0; 5 Days, Instructor-led

Administering Cisco Unified Contact Center Enterprise, Part 2 AUCCE2 v10.0; 5 Days, Instructor-led Administering Cisco Unified Contact Center Enterprise, Part 2 AUCCE2 v10.0; 5 Days, Instructor-led Course Description Administering Cisco Unified Contact Center Enterprise Part 2 (AUCCE2) is a 5 day instructor-led

More information

Virtual Contact Center

Virtual Contact Center Virtual Contact Center MS Dynamics CRM Integration Configuration Guide Version 7.0 Revision 1.0 Copyright 2012, 8x8, Inc. All rights reserved. This document is provided for information purposes only and

More information

Installation and Configuration Manual

Installation and Configuration Manual Beacon Office Installation and Configuration Manual Version - 2.5(1) Radianta Inc. September 2008 Radianta, Inc. Beacon Office Page 2 Table of Contents Introduction... 4 What is Beacon Office... 4 How

More information

Virtual Contact Center

Virtual Contact Center Virtual Contact Center NetSuite Integration Configuration Guide Version 8.0 Revision 1.0 Copyright 2014, 8x8, Inc. All rights reserved. This document is provided for information purposes only and the contents

More information

Virtual Contact Center

Virtual Contact Center Virtual Contact Center Salesforce Multichannel Integration Configuration Guide Version 7.0 Revision 2.0 Copyright 2012, 8x8, Inc. All rights reserved. This document is provided for information purposes

More information

Cisco Agent Desktop for Cisco Unified Contact Center Express 9.0

Cisco Agent Desktop for Cisco Unified Contact Center Express 9.0 Data Sheet Cisco Agent Desktop for Cisco Unified Contact Center Express 9.0 Cisco Unified Communications Solutions unify voice, video, data, and mobile applications on fixed and mobile networks, enabling

More information

Overview of Web Request Routing Through Unified ICM

Overview of Web Request Routing Through Unified ICM Example Web Collaboration Scripts, page 1 Example E-mail Scripts, page 7 Universal Queue Scripts, page 11 Example Unified CCE Scripts, page 14 Additional Example Outbound Option Scripts, page 19 Estimated

More information

Chat-Related and Email-Related Tasks

Chat-Related and Email-Related Tasks Chat and Email Control Gadget, page 1 Manage Chat and Email Gadget, page 3 Chat and Email Control Gadget The Chat and Email Control gadget provides the following functionality: Chat and Email state: The

More information

Remote Online Support

Remote Online Support Remote Online Support STRONGVON Tournament Management System 1 Overview The Remote Online Support allow STRONGVON support personnel to log into your computer over the Internet to troubleshoot your system

More information

MiVoice Business Product Category. MiVoice Business System Administration. MiVoice Business Moves, Adds, and Changes Self Study

MiVoice Business Product Category. MiVoice Business System Administration. MiVoice Business Moves, Adds, and Changes Self Study MiVoice Business Product Category MiVoice Business Moves, Adds, and Changes Self Study (formerly MCD 3300 ICP Basic System Administration Self Study) (Note: This course is also bundled at no cost with

More information

Troubleshooting Cisco Unified Communications (TVOICE)

Troubleshooting Cisco Unified Communications (TVOICE) Troubleshooting Cisco Unified Communications (TVOICE) Course Overview: Troubleshooting Cisco Unified Communications (TVOICE) prepares network professionals with the knowledge and skills that are required

More information

Deploying Unified Contact Center Enterprise DUCCE v10.0; 5 Days, Instructor-led

Deploying Unified Contact Center Enterprise DUCCE v10.0; 5 Days, Instructor-led Deploying Unified Contact Center Enterprise DUCCE v10.0; 5 Days, Instructor-led Course Description Deploying Cisco Unified Contact Center Enterprise (DUCCE) is a 5-day instructor-led course that helps

More information

CONTACT CENTER SOLUTIONS

CONTACT CENTER SOLUTIONS BROCHURE CONTACT CENTER SOLUTIONS STRENGTHEN CUSTOMER RELATIONSHIPS WHILE PROTECTING THE BOTTOM LINE. Your contact center is the primary interface to your organization, for your most valuable asset your

More information

SALES ACADEMY CATALOG

SALES ACADEMY CATALOG SHORETEL UNIVERSITY SALES ACADEMY CATALOG A Guide to ShoreTel Connect Certifications BENEFITS Complete at your own pace Reduce time away from home Reduce time out of the field Single enrollment for each

More information

Virtual Contact Center

Virtual Contact Center Virtual Contact Center MS Dynamics CRM Online Integration Configuration Guide Version 7.1 Revision 1.0 Copyright 2013, 8x8, Inc. All rights reserved. This document is provided for information purposes

More information

CRS 4.x: Automatic Work and Wrap up Time Configuration Example

CRS 4.x: Automatic Work and Wrap up Time Configuration Example CRS 4.x: Automatic Work and Wrap up Time Configuration Example Document ID: 91889 Contents Introduction Prerequisites Requirements Components Used Conventions Configure Automatic Work and Wrap up Time

More information

Contact Center Solutions

Contact Center Solutions OVERVIEW MITEL Contact Center Solutions Strengthen Customer Relationships While Protecting the Bottom Line Your contact center is the primary interface to your organization, for your most valuable asset

More information

New Features in Contact Center Express and Enterprise 9.0

New Features in Contact Center Express and Enterprise 9.0 New Features in Contact Center Express and Enterprise 9.0 Compiled by and Additional notes by Marty Griffin Unified Contact Center Instructor Contact Center Express: 9.0 Updates External Web Chat Web chat

More information

Solution Overview: Geomant Contact Expert for Microsoft Lync Server

Solution Overview: Geomant Contact Expert for Microsoft Lync Server Solution Overview: Geomant Contact Expert for Microsoft Lync Server Solution Summary Contact Expert is a fully-featured multi-media contact centre software solution for the Microsoft Unified Communications

More information

CONTACT CENTER TEAM PRODUCTIVITY SUITES ENHANCE EFFICIENCY

CONTACT CENTER TEAM PRODUCTIVITY SUITES ENHANCE EFFICIENCY CONTACT CENTER TEAM PRODUCTIVITY SUITES ENHANCE EFFICIENCY A WHITE PAPER ON THE BENEFITS OF DEPLOYING AN ADVANCED, CONFIGURABLE CONTACT CENTER TEAM APPLICATION SUITE; ENHANCES PRODUCTIVITY, DELIVERS SUBSTANTIAL

More information

Understanding the Data Discrepancy between Different Cisco Unified CCX Reports

Understanding the Data Discrepancy between Different Cisco Unified CCX Reports Understanding the Data Discrepancy between Different Cisco Unified CC Reports Cisco Unified Contact Center Express (Unified CC) provides several reporting capabilities which includes several details of

More information

Contact Center Solutions

Contact Center Solutions OVERVIEW MITEL Contact Center Solutions Strengthen Customer Relationships While Protecting the Bottom Line Your contact center is the primary interface to your organization for your most valuable asset

More information

b+s Connects CCE Edition

b+s Connects CCE Edition b+s Connects CCE Edition A Business Whitepaper by Bucher + Suter May, 2014 Todd Samalin, Sales Engineer Contents General Introduction... 2 What is b+s Connects?... 2 b+s Connects Introduction... 2 Editions...

More information

Call Center Solution. From

Call Center Solution. From Call Center Solution From About Manila Voice Manila Voice is a provider of state-of-the art Hosted Business Communications Services, and comprehensive, integrated network solutions. We ensure quality,

More information

Implementing Cisco Intrusion Prevention System 7.0 (IPS)

Implementing Cisco Intrusion Prevention System 7.0 (IPS) Implementing Cisco Intrusion Prevention System 7.0 (IPS) Course Overview: The Implementing Cisco Intrusion Prevention System (IPS) v7.0 course is a five-day course aims at providing network security engineers

More information

Help Desk Using Cisco Unified CCX

Help Desk Using Cisco Unified CCX Help Desk Using Cisco Unified CCX TECHNOLOGY DESIGN GUIDE February 2015 Table of Contents Preface...3 CVD Navigator...4 Use Cases... 4 Scope... 4 Proficiency... 4 Introduction...5 Technology Use Case IP-based

More information

Cisco Finesse The Next Generation Agent Experience

Cisco Finesse The Next Generation Agent Experience Cisco Finesse The Next Generation Agent Experience Michael Ahrensburg Consulting Systems Engineer Axcess: Collaboration bændstof til vækst, 26 th and 27 th of August 2015 Agenda Finesse Overview Existing

More information

ADMINISTERING UNIFIED CONTACT CENTER ENTERPRISE PART 1

ADMINISTERING UNIFIED CONTACT CENTER ENTERPRISE PART 1 ADMINISTERING UNIFIED CONTACT CENTER ENTERPRISE PART 1 V10 (AUCCE 1) COURSE OVERVIEW: Administering Cisco Unified Contact Center Enterprise Part 1 (AUCCE Part 1) is a 5 day instructor-led course developed

More information

Using Avaya Aura Messaging

Using Avaya Aura Messaging Using Avaya Aura Messaging Release 6.3.2 Issue 1 December 2014 Contents Chapter 1: Getting Started... 4 Messaging overview... 4 Prerequisites... 4 Accessing your mailbox from any phone... 4 Accessing the

More information

Mitel MiContact Center Enterprise & Business

Mitel MiContact Center Enterprise & Business Mitel MiContact Center Enterprise & Business For The MiVoice Business Platform Strengthen customer relationships while protecting the bottom line Your contact center is the primary interface to your organization,

More information

ERICSSON SOLIDUS ecare AGENT, MANAGEMENT AND SELF-SERVICE APPLICATIONS BUILT FOR BETTER BUSINESS

ERICSSON SOLIDUS ecare AGENT, MANAGEMENT AND SELF-SERVICE APPLICATIONS BUILT FOR BETTER BUSINESS ERICSSON SOLIDUS ecare AGENT, MANAGEMENT AND SELF-SERVICE APPLICATIONS BUILT FOR BETTER BUSINESS Ericsson Solidus ecare multimedia contact center is intelligently built on three fundamental groups of powerful

More information

Aspect Education Services

Aspect Education Services Aspect Education Services Voxeo Training Catalog June 2015 Welcome to Aspect Education Services Aspect offers enterprises and service-providers state-of-the-art IVR platforms and Unified Communications

More information

b+s Connects CCX Edition

b+s Connects CCX Edition b+s Connects CCX Edition A Business Whitepaper by Bucher + Suter April, 2014 Todd Samalin, Sales Engineer Contents Introduction...2 What is b+s Connects?...2 b+s Connects for Salesforce...3 Architecture...4

More information

Implementing Cisco Collaboration Applications **Part of the CCNP Collaboration certification track**

Implementing Cisco Collaboration Applications **Part of the CCNP Collaboration certification track** Course: Duration: Price: $ 3,795.00 Learning Credits: 38 Certification: Implementing Cisco Collaboration Applications Implementing Cisco Collaboration Applications**Part of the CCNP Collaboration certification

More information

MiVoice Business Product Category. MiVoice Business System Administration. MiVoice Business Moves, Adds, and Changes Self Study

MiVoice Business Product Category. MiVoice Business System Administration. MiVoice Business Moves, Adds, and Changes Self Study MiVoice Business Product Category MiVoice Business Moves, Adds, and Changes Self Study (formerly MCD 3300 ICP Basic System Administration Self Study) (Note: This course is also bundled at no cost with

More information

Mitel Solidus ecare. Revolutionize how you communicate and collaborate with colleagues, customers and business partners.

Mitel Solidus ecare. Revolutionize how you communicate and collaborate with colleagues, customers and business partners. Mitel Solidus ecare The All-In-One Contact Center Solution Revolutionize how you communicate and collaborate with colleagues, customers and business partners. Key Features Conference call Configuration

More information

Implementing Cisco IOS Network Security v2.0 (IINS)

Implementing Cisco IOS Network Security v2.0 (IINS) Implementing Cisco IOS Network Security v2.0 (IINS) Course Overview: Implementing Cisco IOS Network Security (IINS) v2.0 is a five-day instructor-led course that is presented by Cisco Learning Partners

More information

Cisco Customer Intelligence and Contact Center Solutions Overview

Cisco Customer Intelligence and Contact Center Solutions Overview Cisco Customer Intelligence and Contact Center Solutions Overview How to Better Manage Your Customer Service and Communications with Cisco Watch the WebEx recording of this session by clicking this link

More information

For Sales Kathy Hall 402-963-4466 khall@it4e.com

For Sales Kathy Hall 402-963-4466 khall@it4e.com IT4E Schedule 13939 Gold Circle Omaha NE 68144 402-431-5432 Course Number Course Name Course Description For Sales Chris Reynolds 402-963-4465 creynolds@it4e.com www.it4e.com DUCC-CVP v8.0sk For Sales

More information

Nortel Contact Center Agent Desktop User Guide NN44400-114

Nortel Contact Center Agent Desktop User Guide NN44400-114 NN44400-114 Document status: Standard Document issue: 01.08 Document date: 23 August 2010 Product release: Release 7.0 Job function: Fundamentals Type: Technical Document Language type: EN Copyright 2009-2010

More information

Five9 Virtual Contact Center

Five9 Virtual Contact Center Cloud Contact Center Software Five9 Virtual Contact Center Campaign Administrator s Guide November 2014 This guide describes how to create, configure, and manage outbound, inbound, and autodial campaigns.

More information

A Highly Flexible, Two-Tiered Offering

A Highly Flexible, Two-Tiered Offering brochure MITEL MiCONTACT CENTER BUSINESS & ENTERPRISE EDITION A Highly Flexible, Two-Tiered Offering Mitel Mi Business and Enterprise Edition are designed for small-and-medium to enterprise-sized businesses

More information

Cisco Unified Contact Center Express Design Guide, Release 10.0(1)

Cisco Unified Contact Center Express Design Guide, Release 10.0(1) First Published: December 20, 2013 Last Modified: January 10, 2014 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA http://www.cisco.com Tel: 408 526-4000 800

More information

Virtual Contact Center

Virtual Contact Center Virtual Contact Center Zendesk Integration Configuration Guide Version 7.1 Revision 1.0 Copyright 2012, 8x8, Inc. All rights reserved. This document is provided for information purposes only and the contents

More information

Siemens HiPath ProCenter Multimedia

Siemens HiPath ProCenter Multimedia Siemens HiPath ProCenter Multimedia Today s business climate is tougher than ever, and chances are your competitors are no longer just a local concern. All this means finding ways of improving customer

More information

Designing and Deploying Cisco Contact Centre Express

Designing and Deploying Cisco Contact Centre Express Designing and Deploying Cisco Contact Centre Express Christopher West Systems Engineer #clmel Training Session: Becoming a Call Centre Champion Agenda Cisco UCCX Product Overview What s New in UCCX 10.5/10.6?

More information

BPMonline CRM + Service Desk Agent Desktop User Guide

BPMonline CRM + Service Desk Agent Desktop User Guide BPMonline CRM + Service Desk Agent Desktop 1 Contents About This Guide... 2 1. Agent Desktop Setup... 3 2. Agent Desktop... 7 2.1. The CTI Panel of Agent Desktop... 10 2.1.1. The Incoming/Outgoing Call

More information

FOR SHORETEL CHAMPION PARTNERS ShoreTel Contact Center Workgroups vs. ECC 9 GENERAL SYSTEM OVERVIEW

FOR SHORETEL CHAMPION PARTNERS ShoreTel Contact Center Workgroups vs. ECC 9 GENERAL SYSTEM OVERVIEW FOR SHORETEL CHAMPION PARTNERS ShoreTel Contact Center Workgroups vs. ECC 9 Features Targeted Solutions Workgroup GENERAL SYSTEM OVERVIEW Informal ACD Groups Enterprise Contact Center 9 Medium to Large

More information

MS 20337A: Enterprise Voice and Online Services with Microsoft Lync 2013

MS 20337A: Enterprise Voice and Online Services with Microsoft Lync 2013 MS 20337A: Enterprise Voice and Online Services with Microsoft Lync 2013 Description: This five-day instructor-led course teaches how to design and configure Enterprise Voice and Online Services in Microsoft

More information

IME PROFESSIONAL SERVICES RFP MED-10-001 AMENDMENT 3

IME PROFESSIONAL SERVICES RFP MED-10-001 AMENDMENT 3 IME PROFESSIONAL SERVICES RFP AMENDMENT 3 WHEREAS the Department has determined it is necessary to amend RFP to include the changes listed in the Revision History for THEREFORE RFP is amended as follows.

More information

Extension Manual User portal, Dial codes & Voice mail for 3CX Phone System Version 6.0

Extension Manual User portal, Dial codes & Voice mail for 3CX Phone System Version 6.0 Extension Manual User portal, Dial codes & Voice mail for 3CX Phone System Version 6.0 Copyright 2006-2008, 3CX ltd. http://www.3cx.com E-mail: info@3cx.com Information in this document is subject to change

More information

Using the vcenter Orchestrator Plug-In for vsphere Auto Deploy 1.0

Using the vcenter Orchestrator Plug-In for vsphere Auto Deploy 1.0 Using the vcenter Orchestrator Plug-In for vsphere Auto Deploy 1.0 vcenter Orchestrator 4.2 This document supports the version of each product listed and supports all subsequent versions until the document

More information

Contact Center Solutions

Contact Center Solutions 1098_5394-Contact_Centre_Solutions_newlook:Layout 1 1/11/10 10:53 AM Page 1 OVERVIEW MITEL Contact Center Solutions Strengthen Customer Relationships While Protecting the Bottom Line Your contact center

More information

CISCO UNIFIED CUSTOMER VOICE PORTAL IMPLEMENTATION (CVPI)

CISCO UNIFIED CUSTOMER VOICE PORTAL IMPLEMENTATION (CVPI) CISCO UNIFIED CUSTOMER VOICE PORTAL IMPLEMENTATION (CVPI) Temario Learn to install, operate, and manage Cisco Unified CVP. In this course, you will learn to operate, administer, manage, and provision Cisco

More information

Course Syllabus. About the course. Audience. At Course Completion. Microsoft Lync 2013 Depth Support Engineer. Certification Exams: 74-338

Course Syllabus. About the course. Audience. At Course Completion. Microsoft Lync 2013 Depth Support Engineer. Certification Exams: 74-338 Course Syllabus Course Title: Microsoft Lync 2013 Depth Support Engineer Format: Instructor-Led Certification Exams: 74-338 This course syllabus should be used to determine whether the course is appropriate

More information

White Paper UC for Business - Outdial Queuing

White Paper UC for Business - Outdial Queuing UC for Business - Outdial Queuing NEC Australia nec.com.au Table of Contents Introduction...4 Overview...4 What is Outdial Queuing?...4 Physical Architecture...5 Call Delivery Process for Outdial Queuing...6

More information

Extension Manual. User portal, Dial codes & Voice mail for 3CX Phone System Version 7.0

Extension Manual. User portal, Dial codes & Voice mail for 3CX Phone System Version 7.0 Extension Manual User portal, Dial codes & Voice mail for 3CX Phone System Version 7.0 Copyright 2006-2008, 3CX ltd. http:// E-mail: info@3cx.com Information in this document is subject to change without

More information

Part No. P0935737 02. Multimedia Call Center. Set Up and Operation Guide

Part No. P0935737 02. Multimedia Call Center. Set Up and Operation Guide Part No. P0935737 02 Multimedia Call Center Set Up and Operation Guide 2 Multimedia Call Center Set Up and Operation Guide Copyright 2001 Nortel Networks All rights reserved. 2001. The information in this

More information

Virtual Contact Center

Virtual Contact Center Virtual Contact Center Zendesk Integration with 8x8 Contact Center Agent Guide Revision 1.0 Copyright 2014, 8x8, Inc. All rights reserved. This document is provided for information purposes only and the

More information

8x8 Complete Contact Center

8x8 Complete Contact Center 8x8 8x8 services include: Multimedia contact management including phone, chat, email, voicemail, and third-party Internet fax Powerful, easy to use hosted call center solution 8x8 is a hosted call center

More information

Contact Center. Admin and Subscriber User Guide

Contact Center. Admin and Subscriber User Guide Contact Center Admin and Subscriber User Guide 11/12/2014 Table of Contents Configure Contact Center... 1 Queue Profile Setup... 1 Group Policies...1 Configure Basic Contact Center Settings... 6 Configure

More information

ShoreTel Enterprise Contact Center 8 Installing and Implementing Chat

ShoreTel Enterprise Contact Center 8 Installing and Implementing Chat ShoreTel Enterprise Contact Center 8 Installing and Implementing Chat November 2012 Legal Notices Document and Software Copyrights Copyright 1998-2012 by ShoreTel Inc., Sunnyvale, California, USA. All

More information

Communications as a Service

Communications as a Service Communications as a Service Which edition is best for you? Interactive Intelligence Communications as a Service (CaaS) is a set of cloud based contact center, unified communications, and business process

More information

Administering Jive for Outlook

Administering Jive for Outlook Administering Jive for Outlook TOC 2 Contents Administering Jive for Outlook...3 System Requirements...3 Installing the Plugin... 3 Installing the Plugin... 3 Client Installation... 4 Resetting the Binaries...4

More information

BUSINESS VOICEEDGE TECHNICAL ADMINISTRATOR USER GUIDE WELCOME TO BUSINESS VOICEEDGE INTRODUCTION TO VOICEEDGE PHONES

BUSINESS VOICEEDGE TECHNICAL ADMINISTRATOR USER GUIDE WELCOME TO BUSINESS VOICEEDGE INTRODUCTION TO VOICEEDGE PHONES BUSINESS VOICEEDGE TECHNICAL ADMINISTRATOR USER GUIDE WELCOME TO BUSINESS VOICEEDGE As the technical administrator, you can manage features and passwords for all end users as well as manage key group features

More information

8x8 Virtual Contact Center

8x8 Virtual Contact Center 8x8 8x8 services include: Multimedia contact management including phone, chat, email, voicemail, and third-party Internet fax Powerful, easy to use hosted call center solution 8x8 is a hosted call center

More information

ANPI VIP Call Center. A Hosted Call Center Solution. User Guide

ANPI VIP Call Center. A Hosted Call Center Solution. User Guide ANPI VIP Call Center A Hosted Call Center Solution User Guide Table of Contents OVERVIEW 3 ANPI CALL CENTER USER TYPES 3 CALL CENTER SET-UP 4 Add a User 4 Edit User 6 Manage the Call Center 8 CALL CENTER

More information

Template 1 - Call Center

Template 1 - Call Center Template 1 - Call Center Basic story Description This is a normal call center, open during UVA official business hours (8AM-5PM, Monday through Friday), and closed after business hours and on weekends.

More information

LCM for Cisco CCE and HCS. Three-tiered contact life cycle management to amplify your Cisco platform

LCM for Cisco CCE and HCS. Three-tiered contact life cycle management to amplify your Cisco platform LCM for Cisco CCE and HCS Three-tiered contact life cycle management to amplify your Cisco platform A LIST AND CAMPAIGN MANAGEMENT SOLUTION TIGHTLY INTEGRATED TO THE CISCO CCE and HCS DIALER Influence

More information

Hosted PBX: Call Center- ACD

Hosted PBX: Call Center- ACD Hosted PBX: Call Center- ACD 0 VoIP Logic Call Center The VoIP Logic Broadworks based Call Center/Automatic Call Distribution (CC/ACD) application enables Service Providers Partners (SPPs) to take advantage

More information

Internet Script Editor (ISE)

Internet Script Editor (ISE) ISE Application, page 1 ISE Functionality, page 1 ISE Requirements, page 2 Secure Socket Layer (SSL) Requirements for ISE, page 2 ISE Installation and Upgrades, page 5 Troubleshooting Tools for Internet

More information

Receptionist console. User guide 1.1

Receptionist console. User guide 1.1 Receptionist console User guide 1.1 Contents Introduction and purpose... 4 Common deployments of the receptionist console... 5 Fixed Receptionist Console... 5 Soft Receptionist Console... 5 Multiple site

More information

Cisco Unified Contact Center Express Server Configuration Report

Cisco Unified Contact Center Express Server Configuration Report Chapter: 1 Report Summary Please note that this report has been fully generated by the UPLINX Report Tool. Nothing has been changed or edited (except this message it is truly zero touch. Generation has

More information

Telephony and collaboration made easy

Telephony and collaboration made easy Telephony and collaboration made easy Converged VoIP is a Cisco-powered and certified solution that delivers a broad range of Unified Communications solutions via a hosted and flexible pay-by-the-device

More information

Cisco Unified Contact Center Express Solution Reference Network Design Release 9.0(2)

Cisco Unified Contact Center Express Solution Reference Network Design Release 9.0(2) Cisco Unified Contact Center Express Solution Reference Network Design Release 9.0(2) First Published: January 04, 2013 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706

More information

Securing Networks with Cisco Routers and Switches 1.0 (SECURE)

Securing Networks with Cisco Routers and Switches 1.0 (SECURE) Securing Networks with Cisco Routers and Switches 1.0 (SECURE) Course Overview: The Securing Networks with Cisco Routers and Switches (SECURE) 1.0 course is a five-day course that aims at providing network

More information

Table of Contents. Introduction. Audience. At Course Completion. Prerequisites

Table of Contents. Introduction. Audience. At Course Completion. Prerequisites Table of Contents Introduction Audience At Course Completion Prerequisites Microsoft Certified Professional Exams Student Materials Course Outline Introduction This three-day instructor-led course provides

More information

ShoreTel Contact Center Using ShoreWare Agent Toolbar

ShoreTel Contact Center Using ShoreWare Agent Toolbar ShoreTel Contact Center Using ShoreWare Agent Toolbar USER GUIDES RELEASE 6 Document and Software Copyrights Copyright 1998 2010 ShoreTel, Inc. All rights reserved. Printed in the United States of America.

More information

Cisco Remote Expert Manager 1.9 READ and eread User Guide

Cisco Remote Expert Manager 1.9 READ and eread User Guide Cisco Remote Expert Manager 1.9 READ and eread User Guide Release 1.9 Revised: February 20, 2014, OL-27019-03 Note All advertising materials mentioning features or use of this software must display the

More information

DUCC-CVP v8.0 - Deploying Unified Contact Center Enterprise v8.0 with CVP

DUCC-CVP v8.0 - Deploying Unified Contact Center Enterprise v8.0 with CVP DUCC-CVP v8.0 - Deploying Unified Contact Center Enterprise v8.0 with CVP Eğitim Tipi ve Süresi: 5 Days VILT DUCC-CVP v8.0 - Deploying Unified Contact Center Enterprise v8.0 with CVP In this course, you

More information

ShoreTel Enterprise Contact Center Using Agent Toolbar

ShoreTel Enterprise Contact Center Using Agent Toolbar ShoreTel Enterprise Contact Center Using Agent Toolbar USER GUIDES RELEASE 7 Document and Software Copyrights Copyright 1998 2011 ShoreTel, Inc. All rights reserved. Printed in the United States of America.

More information

BUSINESS VOICEEDGE TECHNICAL ADMINISTRATOR USER GUIDE WELCOME TO BUSINESS VOICEEDGE INTRODUCTION TO VOICEEDGE PHONES

BUSINESS VOICEEDGE TECHNICAL ADMINISTRATOR USER GUIDE WELCOME TO BUSINESS VOICEEDGE INTRODUCTION TO VOICEEDGE PHONES BUSINESS VOICEEDGE TECHNICAL ADMINISTRATOR USER GUIDE WELCOME TO BUSINESS VOICEEDGE As the technical administrator, you can manage features and passwords for all end users as well as manage key group features

More information

Multimedia Contact Center Setup and Operation Guide. BCM 4.0 Business Communications Manager

Multimedia Contact Center Setup and Operation Guide. BCM 4.0 Business Communications Manager Multimedia Contact Center Setup and Operation Guide BCM 4.0 Business Communications Manager Document Status: Standard Document Version: 02 Part Code: N0060626 Date: June 2006 Copyright 2006 Nortel Networks,

More information

Help Desk Using Cisco UCCX

Help Desk Using Cisco UCCX Help Desk Using Cisco UCCX TECHNOLOGY DESIGN GUIDE February 2014 Table of Contents Preface...3 CVD Navigator...4 Use Cases... 4 Scope... 4 Proficiency... 4 Introduction...1 Technology Use Case IP-based

More information

Receptionist Console User Guide

Receptionist Console User Guide Receptionist Console User Guide Contents 1.0 Introduction and Purpose... 4 2.0 Common deployments of the Receptionist Console... 4 2.1 Fixed Receptionist Console... 4 2.2 Soft Receptionist Console... 4

More information

Mechanics Bank Mobile Banking Mobile Finance Manager (MFM) Application Windows Mobile Phone Installation

Mechanics Bank Mobile Banking Mobile Finance Manager (MFM) Application Windows Mobile Phone Installation Mechanics Bank Mobile Banking Mobile Finance Manager (MFM) Application Windows Mobile Phone Installation Thank you for your interest in Mechanics Bank Mobile Banking. This guide will help you get started

More information

Enterprise Voice and Online Services with Microsoft Lync Server 2013

Enterprise Voice and Online Services with Microsoft Lync Server 2013 CÔNG TY CỔ PHẦN TRƯỜNG CNTT TÂN ĐỨC TAN DUC INFORMATION TECHNOLOGY SCHOOL JSC LEARN MORE WITH LESS! Enterprise Voice and Online Services with Microsoft Lync Server 2013 Course 20337B: Five days; Instructor-Led

More information

CertifyMe. CertifyMe 642-091

CertifyMe. CertifyMe 642-091 CertifyMe Number: 642-091 Passing Score: 800 Time Limit: 120 min File Version: 6.0 http://www.gratisexam.com/ CertifyMe 642-091 Exam A QUESTION 1 Select the answer that best describes the role of Microsoft

More information

VMware Service Manager: Implementing Incident Problem Management

VMware Service Manager: Implementing Incident Problem Management Delivery Methods Instructor-led training Live-online Onsite training Course Duration Three (3) days Maximum Students Twelve (12) Target Audience System administrators Service desk managers Service desk

More information