Advanced Contact Center Express Scripting Labs (ACCXSL)ACCXSLAdvanced Contact Center Express Scripting Labs (ACCXSL)<p>Advanced Contact Center Express Scripting Labs  (ACCXSL) is a 5-day instructor-led, lab-intensive 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 Finesse Administration.  <br> <br>This course is intended to be a follow-on course to UCCX.  ACCXSL introduces updated best practices, sophisticated steps, and modern concepts for deploying advanced contact center applications and techniques.   <br> <br><span style="font-weight:bold;">The class utilizes Cisco Unified Contact Center Express 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.  </span> <br> <br>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.  Next we provision our first application to build familiarity with call control groups, dialog groups, applications, triggers, prompt management, and the script editor.<br> <br>The class will then address the creation of a basic contact center to refresh knowledge of call flow, agents, teams, Cisco Finesse Agent and Supervisor Desktop, Email and Chat Contact Service Queues,  and other new capabilities offered by UCCX.<br> <br>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.<br> <br>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.<br> <br>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 Finesse Administrator to develop Workflows and Workflow Actions.   The Finesse Administrator's Call Variable Layout Administration, newly capable, will be used 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. </p>http://springhouse.com/course-catalog/ACCXSL3/30/2018 6:45:54 PM04334aspxhttp://websource.springhouse.com/Lists/CRM Product List/AllItems.aspxFalse239c8500-3d69-e411-9237-00155d0a1406
Administering Cisco Unified Intelligence Center (ACUIC)ACUICAdministering Cisco Unified Intelligence Center (ACUIC)<p>​Administering Cisco Unified Intelligence Center (ACUIC) is a 3-day administration course focusing on the CUIC reporting solution for Unified Contact Center Enterprise (UCCE), Packaged Contact Center Enterprise (PCCE) and Customer Voice Portal (CVP) environments. <span style="font-weight:bold;"> This course takes the place of DUIC and covers all of the certification requirements of DUIC while adding additional content you can only get at SLI.</span><br><br>CUIC is a comprehensive, end-to-end UCCE/PCCE reporting solution, designed to make the task of creating reports and managing disparate data sources, easier on the customer.  Although CUIC is also used in the UCCX environment, this course focuses on UCCE and PCCE environments only.<br><br>The first 2-days of the course focuses on the daily administrative functions of a CUIC user/administrator, running and customizing reports as needed, and ensuring security and organization of the reporting environment is functional and organized.  The last day of the class will cover further maintenance/support of the CUIC environment such as A/D integration, Data Source definitions, GW/CVP/ICM configuration requirements.  <br><br>Most of your time in ACUIC will be spent working in the lab environment which includes a live functional UCCE/CVP environment deployed with CUIC as the reporting solution.  During this class, you will wear multiple hats including: CUIC user, administrator, supervisor, agent and report customization specialist. The third day of class explores skills needed for architects and engineers.   <br><br>ACUIC is intended to be a 3-day class. <span style="font-weight:bold;">If your role is a reporting user and/or basic CUIC administrator you have the option to attend the first two days of class only</span>.  If you are responsible for advanced maintenance and management of the CUIC architecture, you'll want to stick around for all three days.</p>http://springhouse.com/course-catalog/ACUIC3/30/2018 6:46:22 PM02438aspxhttp://websource.springhouse.com/Lists/CRM Product List/AllItems.aspxFalsec80754f0-1a16-e611-a1ec-00155d0a1406
Administering Packaged Contact Center Enterprise (APCCE)APCCEAdministering Packaged Contact Center Enterprise (APCCE)Administering Packaged Contact Center Enterprise (APCCE) is a Sunset Learning Institute developed course that provides students with an introduction and understanding of Cisco Unified Contact Center Enterprise basics and components.  APCCE is an administration course focusing on the day-to-day tasks needed to manage a Cisco deployed Packaged Contact Center Enterprise environment.  <br><br>While the class will focus on the ICM web administration tool, students will also be introduced to the supporting Call Manager and CVP configurations and administration requirements.  <br><br>The class begins with an introduction to contact center operations and KPIs and then covers the administration and configuration of the most frequently addressed contact center parameters including; Agents, Agent Teams, Skill Groups, Precision Queues, Front End VRU Scripts, Call Flows and Scripting, and Reporting and Security.  Student understanding of each of the topics covered will be reinforced through the use of practical hands on labs and workshops.<br><br>Finally, students will be given the opportunity to implement a practical business case utilizing their newfound PCCE knowledge. The business case will be presented as a set of requirements which students will be required to analyze, configure and script from the ground up. Once completed, students will be encouraged to present their completed solution for an 'acceptance test' <br><br>After successfully completing this class, students will be able to perform the tasks associated with the adds, moves and changes and reporting within the contact center, and in addition take a complex business case from concept through call flow to a working deployment.<br><br>As an administration class, we will assume that the deployment is complete and the underlying telephony platform(s) have been successfully delivered.http://springhouse.com/course-catalog/APCCE3/30/2018 6:46:17 PM04341aspxhttp://websource.springhouse.com/Lists/CRM Product List/AllItems.aspxFalseaf134a21-df9c-e411-a8aa-00155d0a1406
Administering Unified Contact Center Enterprise with CVP Part 1 (AUCCE 1)AUCCE 1Administering Unified Contact Center Enterprise with CVP Part 1 (AUCCE 1)<p>Administering Cisco Unified Contact Center Enterprise Part 1 (AUCCE Part 1)<em><strong> </strong></em>is a 5 day instructor-led course intended for system engineers and customers who will be involved with day 2 support of a UCCE solution deployed in a CVP comprehensive environment. </p><p>AUCCE Part 1 course gives the learner an understanding of the requirements, resources and tools needed to perform routine adds, moves and changes in the inbound/outbound UCCE environment. This course is intended for those administering the solution, or who may be responsible for Level 1-2 support of the solution.  This course also serves as a good stepping-stone for the corresponding Administering Cisco Unified Contact Center Enterprise Part 2 (AUCCE Part 2) course, and should be considered as a prerequisite before taking Part 2.  This course is also a good companion course to the DUCCE course, which covers more detail on the installation/maintenance of the UCCE solution.  <br><br>The overall goal of this course is to build an effective administrator of the solution by exposing the technical requirements of the solution and utilizing the solution tools for effective operation.  The learner will be exposed to CCE (ICM) and VXML scripting in this course to ensure basic competence with the solution.  For advanced scripting topics, refer to the AUCCE Part 2 or the CVPD course.</p>http://springhouse.com/course-catalog/AUCCE 13/30/2018 6:45:44 PM04300aspxhttp://websource.springhouse.com/Lists/CRM Product List/AllItems.aspxFalsea8437b5b-c02e-e411-ab11-00155d00bf00
Administering Unified Contact Center Enterprise with CVP Part 2 (AUCCE 2)AUCCE 2Administering Unified Contact Center Enterprise with CVP Part 2 (AUCCE 2)<p>Administering Cisco Unified Contact Center Enterprise Part 2 (AUCCE Part 2) is an Advanced 5 day instructor-led course for system engineers and customers who will be involved with day 2 support of a UCCE solution deployed in a CVP comprehensive environment. This course gives the learner an understanding of the requirements, resources and tools required to perform complex adds, moves and changes in the inbound/outbound UCCE environment.</p><p>This course is intended for those performing advanced administration of the solution, or who may be responsible for Level 2-3 support of the solution.  The AUCCE Part 1 course or equivalent prior experience is a prerequisite for attending this course.  This course is also a good companion course to the DUCCE course which covers more detail on the installation/maintenance of the solution.  The overall goal of this course is advanced administration of the solution by a deeper exposure into the technical operational requirements and the tools used to configure and ensure functionality.  Do Not take this course if you are new to CCE, you will not have a good time.  If you are already working with CCE, or if you've taken the Part 1 course, you'll love this course!</p>http://springhouse.com/course-catalog/AUCCE 23/30/2018 6:45:44 PM04301aspxhttp://websource.springhouse.com/Lists/CRM Product List/AllItems.aspxFalse286629c1-c12e-e411-ab11-00155d00bf00
Cisco Contact Center Enterprise Fundamentals (CCCEF)CCCEFCisco Contact Center Enterprise Fundamentals (CCCEF)Through targeted instruction and a series of hands on labs, this course will provide students with a fundamental understanding of Cisco Unified Communications and Unified Contact Center Enterprise environment. It introduces students to the basic role and operation of Unified Communications Manager, ICM, CVP and Unity Connection (UC).http://springhouse.com/course-catalog/CCCEF3/30/2018 6:46:21 PM01775aspxhttp://websource.springhouse.com/Lists/CRM Product List/AllItems.aspxFalsed7577996-a225-e511-abf8-00155d0a1406
CVPD Java Development for Call Studio (CVPD Java)CVPD Java v11CVPD Java Development for Call Studio (CVPD Java)<p>​This class is a hands-on programming course teaching participants to extend the functionality of CVP Call Studio v11 and CVP VXML Server v 11 using the CVP Java API. Participants will learn to write, compile, deploy and maintain custom components for CVP Call Studio and VXML Server in the CVP V11 environment. Participants must be familiar with Call Studio and know a small amount of Java or similar programming language. </p>http://springhouse.com/course-catalog/CVPD Java v113/30/2018 6:49:00 PM02814aspxhttp://websource.springhouse.com/Lists/CRM Product List/AllItems.aspxFalse4a4e2776-992b-e811-87a2-00155d0a1406
CVP Development and Scripting (CVPDS Part 1)CVPDS_Part1CVP Development and Scripting (CVPDS Part 1)<p>​CVP Development and Scripting – Part 1 is part of the Cisco UCCE with CVP suite of Contact Centre training classes.  CVPDS-1 teaches each student to use the features of Call Studio to build self-service IVR applications and to run and maintain them on the CVP VXML Server, and to interface with UCCE/ICM scripts. </p><p style="text-align:justify;">Students have ample practice writing applications, using OAMP for put applications into production on the classroom VXML Server, and troubleshooting through log files analysis.</p>http://springhouse.com/course-catalog/CVPDS_Part13/30/2018 6:48:40 PM0295aspxhttp://websource.springhouse.com/Lists/CRM Product List/AllItems.aspxFalseded4b906-d2f6-e711-87a1-00155d0a1406
CVP Development and Scripting (CVPDS Part 2)CVPDS_Part2CVP Development and Scripting (CVPDS Part 2)<p>​The new CVPD Scripting-Part2 class provides in-depth coverage and hands-on practice of the more advanced programming topics of Call Studio such as web services and parsing their results, javascript, modularizing large applications, writing speech recognition applications, and advanced event handling.</p>http://springhouse.com/course-catalog/CVPDS_Part23/30/2018 6:48:40 PM0292aspxhttp://websource.springhouse.com/Lists/CRM Product List/AllItems.aspxFalseddd4b906-d2f6-e711-87a1-00155d0a1406
Deploying Unified Contact Center Enterprise with CVP (DUCCE)DUCCEDeploying Unified Contact Center Enterprise with CVP (DUCCE)<p>Deploying Cisco Unified Contact Center Enterprise (DUCCE) is a 5-day instructor-led course intended for system engineers and customers who will be involved with day-to-day maintenance and   installation of the Cisco Unified Contact Center Enterprise (CCE) product deployed in a CVP comprehensive environment. This course gives the learner an understanding of the Unified CCE deployment capabilities, processes, fault tolerance, installation, and troubleshooting tools for inbound and outbound Contact Center functionality. This will be accomplished by installing and configuring the Unified CCE software and introducing Unified CCE troubleshooting tools.</p><p>DUCCE is intended for those installing the solution, or who may be responsible for Level 3 support of the solution.  This course also serves as a good stepping-stone for AUCCE Part 1 and AUCCE Part 2, but is not a prerequisite.  Students will learn enough about CCE scripting in this course to ensure system functionality only, not become scripting experts.</p>http://springhouse.com/course-catalog/DUCCE3/30/2018 6:46:18 PM04347aspxhttp://websource.springhouse.com/Lists/CRM Product List/AllItems.aspxFalse9cdddfea-979d-e411-a8aa-00155d0a1406
Implementing Cisco Quality of Service (QOS)QOSImplementing Cisco Quality of Service (QOS)<p style="text-align:left;">​Implementing Cisco Quality of Service (QOS) v2.5 provides learners with in-depth knowledge of QoS requirements, conceptual models such as best effort, IntServ, and DiffServ, and the implementation of QoS on Cisco platforms. The curriculum covers the theory of QoS, design issues, and configuration of various QoS mechanisms to facilitate the creation of effective administrative policies providing QoS.</p><p style="text-align:left;">Case studies and lab exercises included in the course help learners to apply the concepts from the individual modules to real-life scenarios. The course also gives learners design and usage rule for advanced QoS features. This gives the learners the opportunity to design and implement efficient, optimal, and trouble-free multiservice networks.</p>http://springhouse.com/course-catalog/QOS3/30/2018 6:46:18 PM04352aspxhttp://websource.springhouse.com/Lists/CRM Product List/AllItems.aspxFalse2dd306f2-b79d-e411-a8aa-00155d0a1406
Deploying Cisco Unified Contact Center Express (UCCXD)UCCXDDeploying Cisco Unified Contact Center Express (UCCXD)<p>This course, Deploying Cisco Unified Contact Center Express (UCCXD) provides the student with hands-on experience and knowledge of tasks typically performed during contact center deployment. This includes the deployment of Cisco Unified Contact Center Express and Cisco Unified IP Interactive Voice Response (IVR) (Cisco Unified CCX and Cisco Unified IP IVR) as contact center solutions. Tasks include planning, installation, and configuration, scripting, and troubleshooting.</p>http://springhouse.com/course-catalog/UCCXD3/30/2018 6:45:53 PM04333aspxhttp://websource.springhouse.com/Lists/CRM Product List/AllItems.aspxFalse651cebac-3c69-e411-9237-00155d0a1406
Voice Foundations for Cisco Collaboration (VFCC)VFCCVoice Foundations for Cisco Collaboration (VFCC)<p style="text-align:left;">Voice Foundations for Cisco Collaboration (VFCC) from Sunset Learning Institute is designed for engineers or administrators who are:  new to voice but experienced with data or; experienced in voice but new to Cisco Voice and; need a  fundamental knowledge of Cisco Voice architecture solutions used in typical Voice Collaboration environments.  In other words, if you only have 1 week of training to get up to speed on Voice Gateways and Cisco Unified Communications Manager, this class is for you - read on!</p><p style="text-align:left;">VFCC combines elements from standard Cisco courses including CVOICE, CIPT, ICOMM and an introduction to Contact Center courses.  The focus of this particular course is implementation of the 'Dial Plan' across the Voice Gateway and CUCM environment.  Heavy emphasis will be placed on Call Routing within the UC environment.  Little time will be spent on 'Features' of the telephony environment (for these topics consider attending CIPT1, CIPT2 or ACUCM).  As an example, discussion and implementation of Gatekeepers and SIP Proxy servers are a part of VFCC, changing speed dials for your users is not (we'll assume you can figure that out on your own).  This course is a lab intensive course with lots of hands-on time spent working on the equipment; our goal is to make you a better administrator by making you a better engineer.  Other courses are available from SLI that focus on more basic Administrative features and functions.</p><p style="text-align:left;">The first day of this course will begin with a generic discussion of telephony concepts (PBX's, ACD's, IVR's, DS0's, T-1, T-3, etc.) and will incorporate an overview of the basic components used in the Cisco Enterprise and Express Contact Center environments to facilitate this discussion.  The next several days will be spent configuring the basic infrastructure of a telephony environment including Voice Gateways, SIP Proxy Servers, H.323 Gatekeepers, and Unified Communications Manager.  By mid-week, students will have basic Inbound/Outbound dialing functionality configured for back-office users.  The final days of this course will cover additional Dial-Plan related items including; Number translation (Translation Rules, Patterns), Telephony Class of Service (CSS/Partitions), and consideration of QOS and CAC.  Along the way, we'll install and use some of the support utilities used within the environment including the Dialed Number Analyzer (DNA) and the Real-Time Monitoring Tool (RTMT).  By the end of this one-week class, the student will be better prepared to support the basic telephony environment used in most Collaboration environments.</p><p style="text-align:left;">VFCC is also an excellent pre-requisite to attending an advanced Contact Center Course (UCCX, DUCCE, and AUCCE 1 & 2, etc.).  Students will be better prepared for advanced courses by taking VFCC and will learn more during their time in the advanced Contact Center courses if they first attend a VFCC course or have equivalent experience.  This course will address the fundamentals of the Cisco Voice infrastructure including; Voice Gateways, Cisco Unified Communications Manager (CUCM) as well as the Call Signaling protocols and components used between these components (TDM, SIP, H.323, MGCP).  The components and protocols discussed in this course are common to both the Contact Center Express and Enterprise environments.  The goal of this course is to focus on the myriad of Trunk and Line side connections which will be used in the Contact Center environment - Express or Enterprise.</p>http://springhouse.com/course-catalog/VFCC3/30/2018 6:45:46 PM04331aspxhttp://websource.springhouse.com/Lists/CRM Product List/AllItems.aspxFalsee0f92b05-3c69-e411-9237-00155d0a1406

Microsoft Gold Partner

PMI R.E.P.

AXELOS Limited

The Microsoft Gold CPLS logo is a mark of Microsoft, Inc.

The PMI R.E.P. logo is a mark of the Project Management Institute, Inc.

ITIL® is a registered trade mark of AXELOS Limited.
IT Infrastructure Library® is a registered trade mark of AXELOS Limited
The Swirl logo™ is a registered trade mark of AXELOS Limited
Accredited course material is property of ITSM Academy.

Connect with us

Springhouse Education & Consulting Services

Corporate HQ:Eagleview Corporate Park
707 Eagleview Boulevard
Suite 207
Exton, PA 19341

610-321-3500 - info@springhouse.com