KT-UCCXA UCCXA: Cisco Unified Contact Center Express Advanced v.4 Training - Minneapolis, Minnesota IT MN Technical Financial New York, NY
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UCCXA: Cisco Unified Contact Center Express Advanced v.4


Cisco Unified Contact Center Express Advanced (UCCXA) v4 is a 5-day training program. Students build on the knowledge and scripting experience gained in the prerequisite UCCXD course by exploring more advanced techniques in scripting as well as the overall Unified Contact Center Express (CCX) v8 functionality. You'll learn to implement features that extend the functionality of Unified CCX using many of the tools available in the Premium version of the product. You will also invoke behaviors that involve web-based applications, such as Web Callback Option and Leave a Message in Queue.

There is a major focus on hands-on labs so you can fully grasp scripting and best practices as well as troubleshooting and repairing broken scripts.

Course Objectives

  • Configure and deploy Cisco Unified Contact Center Express v9.x with CUCM 9.x
  • Install and configure all components of CCX to include the operating systems, IP IVR and IP ACD, CCX applications, and client tools such as the CCX Application Editor
  • Implement a call center application
  • Best practices for script design
  • Configure advanced features of resource-based and skills-based routing
  • Explore resource- and skills-based routing, with caller options for overflow queues and different caller options
  • Implement a script that measures Contact Service Queue (CSQ) metrics, such as Expected Wait Times and Agents who are logged on, and then make decisions on call flow
  • Create call-back scripts based upon queue times, including passing enterprise data to the new call
  • Explore integration with Microsoft SQL Server to store sessions in an external SQL database for retrieval at a later time
  • Implement scripts using web triggers for an application instead of a calling trigger
  • Troubleshoot broken scripts using the Debug system in CCX Editor
  • Implement and configure your own scripts based on customer requirements
  • Investigate the use of Time and Holiday Operations and build your own prompt recorder and emergency recorder scripts
  • Implement call options for Caller e-mail and Scheduled Callback
  • Implement call options for Overflow Queues using queue and call statistics

Who Should Attend

Systems engineers and other technical professionals who are responsible for advanced CCX scripting and queuing

Click here to view the Course Outline
  • UCCXD or equivalent experience
  • Significant familiarity with UCCX
  • UCCXD - Deploying Cisco Unified Contact Center Express v4.0
5 Days  

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