|Advanced Contact Center Express Scripting Labs (ACCXSL)||ACCXSL||Advanced 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/ACCXSL||3/30/2018 6:45:54 PM||0||4334||aspx||http://websource.springhouse.com/Lists/CRM Product List/AllItems.aspx||False||239c8500-3d69-e411-9237-00155d0a1406|
|Administering Unified Contact Center Enterprise with CVP Part 1 (AUCCE 1)||AUCCE 1||Administering 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 1||3/30/2018 6:45:44 PM||0||4300||aspx||http://websource.springhouse.com/Lists/CRM Product List/AllItems.aspx||False||a8437b5b-c02e-e411-ab11-00155d00bf00|
|Administering Unified Contact Center Enterprise with CVP Part 2 (AUCCE 2)||AUCCE 2||Administering 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 2||3/30/2018 6:45:44 PM||0||4301||aspx||http://websource.springhouse.com/Lists/CRM Product List/AllItems.aspx||False||286629c1-c12e-e411-ab11-00155d00bf00|
|Cisco Contact Center Enterprise Fundamentals (CCCEF)||CCCEF||Cisco 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/CCCEF||3/30/2018 6:46:21 PM||0||1775||aspx||http://websource.springhouse.com/Lists/CRM Product List/AllItems.aspx||False||d7577996-a225-e511-abf8-00155d0a1406|
|CVP Development and Scripting (CVPDS Part 1)||CVPDS_Part1||CVP 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_Part1||3/30/2018 6:48:40 PM||0||295||aspx||http://websource.springhouse.com/Lists/CRM Product List/AllItems.aspx||False||ded4b906-d2f6-e711-87a1-00155d0a1406|
|Deploying Unified Contact Center Enterprise with CVP (DUCCE)||DUCCE||Deploying 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/DUCCE||3/30/2018 6:46:18 PM||0||4347||aspx||http://websource.springhouse.com/Lists/CRM Product List/AllItems.aspx||False||9cdddfea-979d-e411-a8aa-00155d0a1406|
|Deploying Cisco Unified Contact Center Express (UCCXD)||UCCXD||Deploying 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/UCCXD||3/30/2018 6:45:53 PM||0||4333||aspx||http://websource.springhouse.com/Lists/CRM Product List/AllItems.aspx||False||651cebac-3c69-e411-9237-00155d0a1406|
|Voice Foundations for Cisco Collaboration (VFCC)||VFCC||Voice 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/VFCC||3/30/2018 6:45:46 PM||0||4331||aspx||http://websource.springhouse.com/Lists/CRM Product List/AllItems.aspx||False||e0f92b05-3c69-e411-9237-00155d0a1406|