e-Learning Exclusively for UCaaS CCaaS & CPaaS Engineers

Implementing Cisco Collaboration Core Technologies - CLCOR 350-801

Implementing Cisco Collaboration Applications (CLICA 300-810)

Chapter 1.1 - Overview of Unity Connection and Integration of Unity Connection
Chapter 1.2 - Configuring Cisco Unity Connection Integration
Chapter 1.3 - Cisco Unity Connection Clustering
Chapter 1.4 - Cisco Unity Connection Deployment and Networking
Chapter 3.0 - Troubleshooting Cisco Unity Connection
Chapter 4.0 - Configuring and Troubleshooting Cisco Unity Express
Chapter 5.1 Overview and Configuring SSO Archiecture
Chapter 5.2 - Overview of SSO Component
Chapter 6.1 - Cisco Unified Communications Manager IM and Presence and Cisco Jabber Integration Overview
Chapter 6.2 - Cisco Unified IM and Presence - Jabber Deployment Options
Chapter 7.1 - Cisco Jabber Customization Overview
Chapter 7.3 - Cisco Unified IM and Presence Jabber Custom Configuration Files
Chapter 7.4 - Cisco Unified IM and presence - Apple Push Notification Service
Chapter 8.0 - Configuring Cisco Unified Communications Manager IM and Presence Service Compliance and Message Archiving
Chapter 9.0 - Troubleshooting Cisco Unified Communications Manager IM and Presence Service
Chapter 10 - Integrating Cisco Unified Attendant Console Advanced
Chapter 11 - Implementing Call Recording and Monitoring

Implementing Cisco Collaboration Conferencing (CLCNF)

Chapter 1 - Describing Cisco Conferencing Architecture - Part 1
Chapter 1 - Describing Cisco Conferencing Architecture - Part 2
Chapter 2.0 - Configuring a Single Combined Deployment - Part 1
Chapter 2.0 - Configuring a Single Combined Deployment - Part 2
Chapter 3.0 - Installing Cisco Meeting Server
Chapter 4.0 - Using APIs with Cisco Meeting Server
Chapter 5.0 - Configuring a Cisco Meeting Server Scalable and Resilient Deployment
Chapter 6.0 - Configuring B2B and WebRTC Firewall Traversal Connectivity for Cisco Meeting Server - Part 1
Chapter 6.0 - Configuring B2B and WebRTC Firewall Traversal Connectivity for Cisco Meeting Server - Part 2
Chapter 7.0 - Configuring Recording and Streaming with Cisco Meeting Server
Chapter 8.0 - Troubleshooting Cisco Meeting Server
Chapter 9.0 - Integrating Cisco Meeting Server with Cisco Unified CM
Chapter 10.0 - Integrating Cisco Meeting Server with Microsoft Skype for Business
Chapter 11.0 - Installing and Operating Cisco TMS and Cisco TMSXE
Chapter 12.0 - Installing and Integrating Cisco Meeting Management

Cisco WebEx Calling Professional Training Videdo

Chapter 1.1 - Architecture of WebEx Calling
Chapter 1.2 - Overview of WebEx Dial Plan Part 1
Chapter 1.2 - Overview of WebEx Dial Plan On Premises Trunk Part 2
Chapter 1.2 - Overview of WebEx Dial Plan Part 3
Chapter 1.2 - Overview of WebEx Dial Plan Part 4
Chapter 2.0 - Chapter 2 - WebEx PSTN Overview
Chapter 3.0 - WebEx User and Feature Provisioning
Chapter 4.0 - WebEx Phone Deployment
Chapter 5.0 - Overview of Dial Plan, Gateways and Trunk Part 1
Chapter 5.0 - Overview of Dial Plan, Gateways and Trunk Part 2
Chapter 5.0 - Overview of Dial Plan, Gateways and Trunk Part 3
Chapter 6.0 - Deploying vCUBE on Amazon AWS
Chapter 7.0 - Detailed WebEx Patterns and pattern matching
Chapter 8.0 - Detailed WebEx Call Routing Overview
Chapter 9.0 - Cisco WebEx Local Gateway Overview
Chapter 10.0 - Cisco WebEx Local Gateway Outbound Proxy
Chapter 11.0 - Cisco WebEx Local Gateway Single Dial Peer
Chapter 12.0 - Cisco WebEx Local Gateway Caller ID handling
Chapter 13.0 - Cisco WebEx Local Gateway Troubleshooting
Chapter 14.0 - Overview of Cisco WebEx Control Hub
Chapter 15.0 - Deploying Cisco CUBE HA with Redundancy Group
Chapter 16.0 - Deploying Local Gateway and vCube to register with WebEx Calling SBC
Chapter 17.0 - Configuring SIP Profile for Cisco WebEx Calling
Chapter 18.0 - Configuring Call routing to make outbound PSTN calls using Webex calling
Chapter 19.0 - Initual Setup for WebEx Calling PSTN and Main Number
Chapter 20.0 - Enabling WebEx Calling User with settings
Chapter 21.0 - Configuring Device for Cisco WebEx Users
Chapter 22.0 - Adding Multiple Devices using Bulk Activation Code
Chapter 23.0 - Creating Queue with Agent in WebEx Calling Part 2
Chapter 24.0 - Creating Queue with Agent in WebEx Calling
Chapter 25.0 - Call park extension and Call Park Group in WebEx Calling
Chapter 26.0 - Creating Auto Attendant, Hunt group and Voicemail Group for WebEx Calling User
Chapter 27.0 - Configuring WebEx Calling Internal Dial Plan in multiple location

WebEx Contact Center - Lecture on Video

Chapter 01 - Overview of Cisco WebEx Contact Center
Chapter 02 - Overview of Cisco WebEx CC Core Feature
Chapter 03 - Overview of Cisco WebEx CC License
Chapter 04 - Overview of Cisco WebEx CC Architecture and Connectivity
Chapter 05 - Estimate Sizing of Trunk and Agent Requirement for Cisco WebEx CC
Chapter 06 - Cisco Webex Global Datacenter Deployment Overview
Chapter 07 - Overview of Cisco WebEx Partner Hub
Chapter 08 - Managing Control Hub from Customer Perspective
Chapter 09 - Setting up New Customer in Partner Hub for Contact Center
Chapter 10 - Cisco WebEx CC Tanent Provission Overview
Chapter 11 - Managing Agent, Skills, Skills profile and Multimedia Profile in WebExCC
Chapter 12 - Managing Entry Points and Queues Configurations
Chapter 13 - Managing Cisco WebEX CC Sites and Teams
Chapter 14 - Managing Users and Users Profile in Cisco WebEX CC
Chapter 15 - Managing Skills Definition and Skills Profile Attributes
Chapter 16 - Cisco WebEx CC - Flows
Chapter 17 - Manging Routing Strategy in Cisco WebEX CC
Chapter 18 - Overview and Configuration of Google DialogFlow Text to Speech for WebEXCC
Chapter 19 - Overview of Cisco WebEx Experience Management Platform
Chapter 20 - Creating My First Call Flow using Flow Designer in Cisco WebEx CC
Chapter 21 - Overview and Configuration of Cisco WebEx Routing Strategy
Chapter 22 - Overview of Tanet Management Portal
Chapter 23 - Overview of Agent Desktop
Chapter 24 - Overview of Cisco WebEx CC Analyzer
Chapter 25 - Integrating Cisco WebEX CC with Google CCAI DialogFlow
Chapter 26 - Overview of Google DialogFlow and Natural Language Processing
Chapter 27 - Creating Virtual Agent for Chat and Voice for WebEX CC
Chapter 28 - Overview of End to End Skills Profile Based on Customer Scenario
Chapter 29 - Detailed Overview of WebEx Scripting Flow Builder
Chapter 30 - Configuring Chat Capabilities in Cisco WebEx CC

WebEx Contact Center Lab Video

Navigating the Control Hub and Contact Center Portal
Creating Agent, User and Skills Profile for Users
Configuring Sites and Teams
Provisioning Contact Center Agents
Defining Dialed Numbers, Extensions, Entry Points, and Queues
Creating a Call Flow to Agents
Adding IVR Functionality to the Call Flow
Configuring the Supervisor and Common Supervisor Tasks
Loading the Three Default Flows for Webex Connect (Instructor Demo)
Configuring Web/Live Chat in WXCC
Administering Webex Contact Center (AWXCC)
Configuring the Facebook Messenger Channel
Configuring the Email Channel
Using Visualization to Generate Reports and Dashboards

Cisco WebEx Contact Center Scripting (flow designer)

Lab 1 - Introduction to WxCC Flow Designer
Lab 2 - Creating WxCC Flow using Play Music Activity
Lab 3 - Creating WxCC Flow Using Play Message with Static Audio and Google TTS
Lab 4 - Creating WxCC Flow using Collect Digit Activities
Lab 5 - Creating WxCC Flow Using Menu Activity to build IVR Application
Lab 6 - Creating WxCC Flow Using Blind Transfer Activity
Lab 7 - Creating WxCC Flow Using Queue Contact Activity
lab 8 - Creating WxCC using Get Queue Info and Build Queue Loop
Lab 9 - Creating WxCC Flow Using Advanced Queue Info Activities
Lab 10 - Creating WxCC Flow Using Escalate Call Distribution

More to come

WebEx Contact Center - Lab Video

Navigating the Control Hub and Contact Center Portal
Creating Agent, User and Skills Profile for Users
Configuring Sites and Teams
Provisioning Contact Center Agents
Defining Dialed Numbers, Extensions, Entry Points, and Queues
Creating a Call Flow to Agents
Adding IVR Functionality to the Call Flow
Configuring the Supervisor and Common Supervisor Tasks
Loading the Three Default Flows for Webex Connect (Instructor Demo)
Configuring Web/Live Chat in WXCC
Administering Webex Contact Center (AWXCC)
Configuring the Facebook Messenger Channel
Configuring the Email Channel
Using Visualization to Generate Reports and Dashboards

Cisco WebEx Contact Center Scripting (flow designer)

Lab 1 - Introduction to WxCC Flow Designer
Lab 2 - Creating WxCC Flow using Play Music Activity
Lab 3 - Creating WxCC Flow Using Play Message with Static Audio and Google TTS
Lab 4 - Creating WxCC Flow using Collect Digit Activities
Lab 5 - Creating WxCC Flow Using Menu Activity to build IVR Application
Lab 6 - Creating WxCC Flow Using Blind Transfer Activity
Lab 7 - Creating WxCC Flow Using Queue Contact Activity
lab 8 - Creating WxCC using Get Queue Info and Build Queue Loop
Lab 9 - Creating WxCC Flow Using Advanced Queue Info Activities
Lab 10 - Creating WxCC Flow Using Escalate Call Distribution

More to come

WebEx Contact Center - Flow Designer

Lab 1 - Introduction to WxCC Flow Designer
Lab 2 - Creating WxCC Flow using Play Music Activity
Lab 3 - Creating WxCC Flow Using Play Message with Static Audio and Google TTS
Lab 4 - Creating WxCC Flow using Collect Digit Activities
Lab 5 - Creating WxCC Flow Using Menu Activity to build IVR Application
Lab 6 - Creating WxCC Flow Using Blind Transfer Activity
Lab 7 - Creating WxCC Flow Using Queue Contact Activity
lab 8 - Creating WxCC using Get Queue Info and Build Queue Loop
Lab 9 - Creating WxCC Flow Using Advanced Queue Info Activities
Lab 10 - Creating WxCC Flow Using Escalate Call Distribution

More to come

Microsoft Team Voice Engineering Outline

Chapter 1.1 - Overview of Microsoft Teams deployment
Chapter 1.2 - Overview of Microsoft Teams deployment Network Planning
Chapter 2.1 - Manage and monitor Teams - Manage Team
Chapter 2.2 - Managing Teams Setting and Policies
Chapter 3.1 - Configuring Chat, teams, channels, and apps in Microsoft Teams Overview
Chapter 3.2 - Configuring Chat, teams, channels, and apps in Microsoft Teams Overview Part 2
Chapter 4.0 - Configuring Meetings and conferencing in Microsoft Teams
Chapter 5.0 - Overview of Microsoft Teams Rooms
Chapter 6.0 - Understand Microsoft Teams apps
Chapter 7.1 - Overview of Microsoft Teams voice - Overview Phone System
Chapter 7.2 - Overview of Microsoft Teams Voice Basic Phone Feature
Chapter 7.3 - Overview of Microsoft Teams Voice Auto Attendant and Queue
Chapter 8.0 - Microsoft Team PSTN Connectivity
Chapter 9.0 - Calling Plans for Microsoft Teams
Chapter 10 - Microsoft Team Operator Connect
Chapter 11 - Microsoft Team Direct Routing - Part 1
Chapter 12 - Manage telephone numbers for your organization
Chapter 13 - Manage voice and calling policies in Microsoft Teams
more chapters in progress

WebEx Calling Professional Administration Outline

Cisco UCCX Deployment & Administration Outline

Chapter 1 - Introduction to Cisco UCCX Solutions Module 1.0
Chapter 2 - Introduction to Cisco UCCX Module 1.1 - Design and Plan
Chapter 3 - Introduction to Cisco UCCX Module 1.2 - Design Consideration
Chapter 4 - Introduction to Cisco UCCX Module 1.3 - Understand Call Flow
Chapter 5 - Installation of UCCX using Prime Collaboration
Chapter 6 - Initialization of Cisco UCCX Cluster with CUCM
Chapter 7 - Managing Cisco UCCX Application Server
Chapter 8 - Managing and Configuring RmCM Subsystem
Chapter 9 - Managing HTTP Trigger in Cisco UCCX
Chapter 10 - Overview of Cisco Finesse for Agent and Supervisor
Chapter 11 - Creating Basic Cisco UCCX Scripts
Chapter 12 - Creating Scripts to collect prompt and menu
Chapter 13 - Creating Loop and Decission Making script
Chapter 14 - Creating Database Scripts in Cisco UCCX
Chapter 15 - Overview of Cisco SocialMiner Integration with Cisco UCCX
Chapter 16 - Overview of Outbound dialing in Cisco UCCX
Chapter 17 - Configuring Reporting Serve for Cisco UCCX
Chapter 18 - Basic Cisco UCCX Call Flow
Chapter 19 - Overview of Cisco UCCX Script Debuging
Chapter 20 - Overview of Cisco UCCX Administrative Tools

Advanced Cisco UCCX Scripting

Chapter 1 - Overview of Cisco Unified CCX Script Editor
Chapter 2 - Basic Cisco Unified CCX Scripting
Chapter 3 - Cisco Unified CCX Scripting Variable
Chapter 4 - Cisco Unified CCX Scripting General Steps
Chapter 5 - Cisco Unified CCX Scripting Session Steps
Chapter 6 - Cisco Unified CCX Scripting Contact Steps
Chapter 7 - Cisco Unified CCX Scripting Trigger Steps
Chapter 8 - Cisco Unified CCX Scripting Call Contact Steps
Chapter 9 - Cisco Unified CCX Scripting eMail and Http Steps
Chapter 10 - Cisco Unified CCX Scripting Document Steps
Chapter 11 - Cisco Unified CCX Scripting Media Steps
Chapter 12 - Making Decission and Loop and Counter in UCCX Scripting
Chapter 13 - Cisco Unified CCX Scripting User Steps
Chapter 14 - Cisco Unified CCX Scripting Prompt Steps
Chapter 15 - Cisco Unified CCX Scripting ACD Steps
Chapter 16 - Cisco Unified CCX Scripting ICM and Java Steps
Chapter 17 - Configuring UCCX For External Databases
Chapter 18 - Creating a Java Jar File
Chapter 19 - Cisco Unified CCX Scripting String Method
Chapter 20 - Debugging a Script

Cisco UCCE & PCCE Deployment & Administration

Lecture On Video

Chapter 01 - Cisco UCCE Introduction to UCCE and CVP Bootcamp
Chapter 02 - Cisco UCCE Architecture of Cisco Contact Center Enterprise
Chapter 03 - Cisco UCCE Design Consideration
Chapter 04 - Cisco UCCE Deployment Model
Chapter 05 - Cisco UCCE Central Controller
Chapter 06 - Cisco UCCE Preparing and Installing Cisco UCCE Software
Chapter 07 - Cisco UCCE Organizational Units in Active Directory and Web Setup
Chapter 08 - Cisco UCCE Unified CCE Central Controller - Logger
Chapter 09 - Cisco UCCE Unified CCE Central Controller - Router
Chapter 10 - Cisco UCCE Agent Desk Settings and VRU Type
Chapter 11 - Cisco UCCE Peripheral Gateway PG and CTI Server
Chapter 12 - Cisco UCCE Routing Client
Chapter 13 - Cisco UCCE skill Target Sub System
Chapter 14 - Cisco UCCE uCCE Call Flow with CVP
Chapter 15 - Cisco UCCE Call Routing Post Route from CUCM Call Flow using UCCX
Chapter 16 - Cisco UCCE Scripts Editor and Basic Scripting
Chapter 17 - Cisco UCCE Basic Administrative Scripts
Chapter 18 - Cisco UCCE Basic Scripting with Call Variables
Chapter 19 - Cisco UCCE Overview of Cisco Unified CVP
Chapter 20 - Cisco UCCE Configuring VXML Gateway for UCCE and CVP
Chapter 21 - Cisco UCCE Creating Network VRU Scripts and CVP Microapp
Chapter 22 - Cisco UCCE Creating UCCE Scripts with CVP
Chapter 23 - Cisco UCCE Installation and Configurations of Cisco Finesse
Chapter 24 - Cisco UCCE Overview and Installation of Cisco Unified Intelligent Center with Live Data
Chapter 25 - Cisco UCCE Configuration of Cisco CUIC Reporting

Lab Outline

Cisco UCCE Administration

Lab 1 - Overview of Cisco UCCE Administration Tools
Lab 2 - Getting started with Agent Desk Settings
Lab 3 - Prepare and Configuring Network VRU for CVP
Lab 4 - Preparing and Configuration Services and Skills Groups
Lab 5 - Creating Agent, Supervisor and Team Lists
Lab 6 - Configure PG for IP IVR (UCCX)
Lab 7 - Creating Network Trunk and Trunk Group for IP IVR
Lab 8 - Configuring PG For Cisco Unified CM
Lab 9 - Defining Agent Target Rule and Device Target
Lab 10 - Defining Enterprise Skills Group to Route calls to agent from Multiple Unified CM Clusters
Lab 11 - Setting Limit on Number of Skills group per agent
Lab 15 - Creating Precision Queues - Attributes
Lab 15 - Creating Precision Queues - Attributes and Assign it to Agent
Lab 13 - Creating Precision Queues and Rules to select Agent
Lab 14 - Creating SCRIPT for Precision Queue and Testing calls
Lab 15 - Outbound Dialer - Preparing Logger for Outbound dialer
Lab 16 - Outbound Dialer - Configuring PG for CUCM Agent Cluster
Lab 17 - Outbound Dialer - Configuring Dialer Component in ICM
Lab 18 - Outbound dialer - Network VRU and Media Routing PG
Lab 19 - Outbound dialer - Creating Skills Group and Dial Number
Lab 20 - Outbound dialer - Ensure Time and ECC Variable Configured
Lab 21 - Outbound Dialer - Ensure LoggerA outbound dialer is enable
Lab 22 - Outbound Dialer - Dialer Component on PG
Lab 23 - Outbound Dialer - Modify Local Static Route Files
Lab 25 - Outbound Dialer - Modify The Media Routing with Dialer
Lab 26 - Outbound Dialer - Verification of Outbound Component

Cisco UCCE Advanced Scripting

Lecture on Video (available now)

- Chapter 01 - Introduction to Script Editor
- Chapter 02 - Call Type Contact Data and Scripting
- Chapter 03 - Categorizing Contacts
- Chapter 04 - Selecting Routing Targets
- Chapter 05 - Network VRUs
- Chapter 06 - Variable and Formula
- Chapter 07 - UCCE Scripting with Call Variables
- Chapter 08 - Scripting with External Database
- Chapter 09 - UCCE Basic Administrative Scripts
- Chapter 10 - Built-In Function â€“ String Manipulation
- Chapter 11 - Introduction to Cisco Unified CVP and ICM Scripting
- Chapter 12 - Implementing Cisco Unified ICM Enterprise Scripting Microapplications
- Chapter 13 - Overview of CVP Call Studio
- Chapter 14 - Creating a basic CVP Scripts
- Chapter 15 - Executing CVP Scripts via UCCE Scripting

Lab Outline (available now)

- Lab 01 - Create a basic UCCE Scripts
- Lab 02 - Create a script with comment & monitoring object
- Lab 03 - Routing calls to different scripts based on Call Type and Prefix Match
- Lab 04 â€“ Routing Call Based on CLID and Dialed Number
- Lab 05 - Requalify Call Type - Routing calls to another script
- Lab 06 â€“ Use GotoScript to route calls to different scripts
- Lab 07 â€“ Creating Time of Day Routing
- Lab 08 â€“ Distribute call load using Percentage Allocation
- Lab 09 â€“ Routing Calls using Skills Group using LAA Method
- Lab 10 â€“ Routing calls to Services using Service Node

Cisco UCCE Troubleshooting

- Lab 1 - Introducing to Cisco UCCE Troubleshooting Utilities
- Lab 2 - Preparing and Configuring RTMT To Troubleshoot UCCE and CVP
- Lab 3 - Learn to use Unified System CLI to troubleshoot UCCE
- Lab 4 - Using RTTEST command to troubleshoot UCCE Platform
- Lab 5 - How to use Dumplog to analyst Logs
- Lab 6 - Using OPCTest Command to See PG Status
- Lab 7 - Using OPCTest To List Calls and Identify particular calls
- Lab 8 - Using OPCTest Utility to gather Agent Statistic
- Lab 9 - Troubleshooting Cisco UCCE Call Flow
- Lab 10 - Learn To Isolate Switch Leg Issues for UCCE and CVP
- Lab 11 - Learn To Isolate VRU Leg for UCCE and CVP
- Lab 12 - Learn How To Isolate Subsequent Warm Transfer Fault
- Lab 13 - Utility - How to run EMSMON Utility
- Lab 14 - Troubleshooting Shutdown Error for Router
- Lab 15 - Learn to Troubleshoot Finnese Out Of Service Issue
- Lab 16 - How to Set Trace Settings and Log Collection
- Lab 17 - How To Set Trace and Log Collections on Cisco Finesse
- Lab 18 - Setup Trace Settings and Log Collection on CVP
- Lab 19 - Setting Trace and Logs Collection for Virtualized Voice Browser
- Lab 20 - Utility - Troubleshooting using EMSMON Agent PG Not Active
- Lab 21 - Troubleshooting UCCE - Client gets fast busy when dialed DN
- Lab 22 - Troubleshoot UCCE Call - Gateway Not Found - Customer calls are failing every now
- Lab 23 - Call Fails with Error Message Not Found, GW Call using SURV TCL Flag
- Lab 24 - Troubleshooting Calls - Agent Reserve But Call Is Not Connected
- Lab 25 - The device associated with that extension or dial number invalid - Part 1

Cisco CVP Call Studio Script

- Chapter 1.0 - Overview of Cisco Unified Call Studio - Lecture
- Chapter 2.0 - Getting Started with Creating Basic Application
- Chapter 20 - Creating your own local Action Element using Java API with Customized Parameter
- Chapter 3.0 - Overview of Elements View
- Chapter 4.0 - Integrating Cisco Unified ICM Scripts with Cisco CVP Call Studio Scripts
- Chapter 5.0 - My First Integrated Service Application
- Chapter 6.0 - Subdialog Element
- Chapter 7.0 - Audio Element and its settings
- Chapter 8.0 - Decision Element and Its settings
- Chapter 9.0 - Creating basic Text To Speech Scripts with TTS Server
- Chapter 10 - Creating Menu-Driven Application with TTS and Audio Files
- Chapter 11 - Overview of Number Capture Element
- Chapter 12 - Overview of Record Element and Configurations
- Chapter 13 - Overview Database Element and Its Configurations
- Chapter 14 - Overview of Call Studio - Session API
- Chapter 15 - Cisco CVP Java Class - Call Start Action and Call End Action
- Chapter 16 - Creating CVP Scripts with a Java Class Standard Action and Decision Element
- Chapter 17 - Creating Cisco CVP Call Studio Script with Mathematical Expression
- Chapter 18 - Create a Standard Action Element using Java API
- Chapter 19 - Creating a Decision Action Element using Java API
- Chapter 20 - Creating your own local Action Element using Java API with Customized Parameter
- Chapter 21 - Creating your own local Decision Element using Java API with Customized Parameter
- Chapter 22 - Creating your own local Decision Element using Java API with Param
- Chapter 23 - How to manage large Cisco Call Studio Scripts using Page and Page Connector
- Chapter 24 - Creating Customized Parameter for Custom VoiceElement
- Chapter 25 - Overview of Google Dialogflow and CVP Integration
- Chapter 26 - Cisco CVP DialogFlow - Preparing Google Cloud For CVP Virtual Agent

Amazon Connect Contact Center Training Video

Chapter 1 - Introduction to AWS Connect Part 1
Chapter 1 - Introduction to AWS Connect Part 2
Chapter 2 - Amazon AWS Connect Architecture - Part 1
Chapter 2 - Amazon AWS Connect Architecture - Part 2
Chapter 2 - Amazon AWS Connect Architecture - Part 3
Chapter 3 - Setting up your first AWS Connect Cloud Contact Center
Chapter 4 - Overview and Configuration of Amazon AWS Contact Flow
Chapter 5 - Creating Flow Module to Manage Contact Flow
Chapter 6 - Managing Prompts in Amazon AWS Connect with Poly, S3 and SSML
Chapter 7 - Managing Transfer in Amazon AWS Connect
Chapter 8 - Overview of Amazon AWS Connect Rule
Chapter 9 - Basic Overview of Amazon Lex
Chapter x10 - Creating Amazon Connect Customer Profile
Chapter 11 - AWS Connect Queues and Routing Profiles Lab
Chapter 12 - Building ChatBot using Amazon Lex For Connect
Chapter 13 - Creating AWS Connect Contact Flow with Lex Bot
Chapter 14 - Creating CloudWatch Logs for Amazon Lex Bot activity
Chapter 15 - Integrating Amazon Connect with DynamoDB and Lambda
Chapter 16 - Amazon Connect Lambda Integration - Pull Records from Database
Chapter 17 - Amazon Connect Store Customer Input and Authenticate Client
Chapter 18 - How to use Check and Set Contact Attributes with Lambda Functions
Chapter 19 - Creating Contact Flow with Routing Priority and age time
Chapter 20 - Managing Agent Status and Security Profile
Chapter 21 - Creating Amazon Connect Flow for Call Recording

Genesys Cloud CX: Implementation

Chapter 1.1 - Overview of the Genesys Cloud CX Platform
Chapter 1.2 - Licensing in Genesys Cloud CX Contact Center
Chapter 2.1 - Genesys Cloud CX Overview
Chapter 2.2 - Accessing Genesys Cloud CX
Chapter 3.1 - Overview of Configurations Genesys Cloud
Chapter 3.2 - Location Configuration
Chapter 3.3 - User Profile Configuration
Chapter 3.4 - Adding People to the Contact Center
Chapter 3.5 - Organizing People
Chapter 3.6 - Data Management in Genesys Cloud CX
Chapter 4.1 - Features of Genesys Cloud CX Communicate
Chapter 4.2 - Genesys Cloud CX Telephony Overview v2
Chapter 4.3 - Genesys Cloud CX Telephony Configuration Setup
Chapter 4.4 - Trunks in Genesys Cloud CX
Chapter 4.5 - Sites in Genesys Cloud CX
Chapter 4.6 - Edges in Genesys Cloud CX
Chapter 4.7 - Functions an Edge Provides
Chapter 4.8 - Edge Configuration
Chapter 4.9 - Phone Management in Genesys Cloud CX
Chapter 4.10 - DIDs in Genesys Cloud CX
Chapter 4.11 - Extensions in Genesys Cloud CX
Chapter 4.12 - Relationship Between Locations, Sites, Edges, and Edge Group
Chapter 4.13 - Architect Features in the Communicate License
Chapter 5.1 - Importance of Number Plans and Outbound Routes Configuration
Chapter 5.2 - Customizing Number Plans and Outbound Routes
Chapter 6.1 - Genesys Cloud Telephony and System Basics Setup
Chapter 6.2 - Managing Agent, Role and Permission
Chapter 6.3 - Managing Queue in Genesys Cloud CX
Chapter 7.0 - Genesys Cloud Edge - BYOC Premises and Edge Introductory Concepts

Chapter 8.0 - Genesys Cloud- Edge - BYOC Premise Configuration

Genesys Cloud Contact Center

Genesys Cloud Contact Center

Chapter 1 - Genesys Cloud Platform
Chapter 2 - The Basics of Genesys Cloud Contact Center Administration
Chapter 3 - Automatic Call Distribution Part 1
Chapter 3 - Automatic Call Distribution Part 2
Chapter 3 - Automatic Call Distribution Part 3
Chapter 3 - Automatic Call Distribution Part 4
Chapter 3 - Automatic Call Distribution Part 5
Chapter 4 - Supervisor Tools
Chapter 5 - Managing Roles, Permission and Division in Genesys
Chapter 6 - The Genesys Cloud Architect
Chapter 7 - Scripting in Genesys Cloud Contact Center
Chapter 8 - Outbound Dialing
Chapter 9 - Quality Management In the Contact Center

Chapter 10 - Workforce Management in The Contact Center

Genesys Cloud Contact Center Video Lab

Lab 1 - Creating Skills and Language for Agent
Lab 2 - Creating Wrap-up Code for Agent to Select
Lab 3 - Creating and Configure ACD Queues in Genesys Contact Center
Lab 4 - Using Utilization to Limit Capacity in Omnichannel
Lab 5 - Creating Email Domain and Email Address To Route Calls to Queue
Lab 6 - Creating Alert Rule To Notify Supervisor When Agent Away
Lab 7 - Using Performance Workspace Supervisor Manage Queue
Lab 8 - Creating and Recording Prompt in Genesys Contact Center
Lab 9 - Creating and Managing Hold Music in Genesys

Lab 11 - Creating Basic Scripts in Genesys

Genesys Cloud Architect Lecture

Chapter 1 - Overview of Genesys Architect
Chapter 2 - Overview and Demonstration of Admin Interface
Chapter 3 - Overview of Variable and Prompts
Chapter 4 - Prepare Prerequist to Create First Call Flow

Chapter 5 - Creating and Managing Schedules in Genesys

Genesys Cloud Architect Video Lab

Lab 1 - Preparing Genesys Contact Center for Architect Flow
Lab 2 - Configure Inbound Call Flow for Travel Agency
Lab 3 - Configuring Schedules to Define Working and After Hours
Lab 4 - Integrate Genesys Call Flow with SalesForce to fetch data
Lab 5 - Creating In-Queue Flow When Agent Not Available
Lab 6 - Creating a Secure Flow to Authenticate User using Data Lookup
Lab 7 - Creating an outbound call flow in Genesys Contact Center
Lab 8 - Creating Inbound Email To Send Email to Agent

Genesys Contact Center Scripting Lecture

Chapter 1 - Introduction Genesys Scripting
Chapter 2 - Navigating Through Genesys Script Workspace
Chapter 3 - Navigating Through Genesys Scripts Workspace Part 2
Chapter 4 - Creating a Basic Outbound Script With Contact List
Chapter 5 - Features of Genesys Script Management
Chapter 6 - Working with Static and Dynamic Variable in Scripts
Chapter 7 - Using Action Button to define task or work in Scripts
Chapter 8 - Invoking Secure Flow To Collect Sensitive Information
Chapter 9 - Configure Action Button for Agent to Agent Transfer in Scripts

Chapter 10 - Manage Scripts to Update Outbound Contact LIst by Agent

Genesys Cloud Architect Lecture

Genesys Cloud Architect Lecture

Chapter 1 - Overview of Genesys Architect
Chapter 2 - Overview and Demonstration of Admin Interface
Chapter 3 - Overview of Variable and Prompts
Chapter 4 - Prepare Prerequist to Create First Call Flow

Chapter 5 - Creating and Managing Schedules in Genesys

Genesys Cloud Architect Video Lab

Lab 1 - Preparing Genesys Contact Center for Architect Flow
Lab 2 - Configure Inbound Call Flow for Travel Agency
Lab 3 - Configuring Schedules to Define Working and After Hours
Lab 4 - Integrate Genesys Call Flow with SalesForce to fetch data
Lab 5 - Creating In-Queue Flow When Agent Not Available
Lab 6 - Creating a Secure Flow to Authenticate User using Data Lookup
Lab 7 - Creating an outbound call flow in Genesys Contact Center
Lab 8 - Creating Inbound Email To Send Email to Agent

Genesys Contact Center Scripting Lecture

Genesys Contact Center Scripting Lecture

Chapter 1 - Introduction Genesys Scripting
Chapter 2 - Navigating Through Genesys Script Workspace
Chapter 3 - Navigating Through Genesys Scripts Workspace Part 2
Chapter 4 - Creating a Basic Outbound Script With Contact List
Chapter 5 - Features of Genesys Script Management
Chapter 6 - Working with Static and Dynamic Variable in Scripts
Chapter 7 - Using Action Button to define task or work in Scripts
Chapter 8 - Invoking Secure Flow To Collect Sensitive Information
Chapter 9 - Configure Action Button for Agent to Agent Transfer in Scripts

Chapter 10 - Manage Scripts to Update Outbound Contact LIst by Agent

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Free Course Promotion Details

Promotion Period: Applies only to purchases made between February 15, 2024, and February 29, 2024.
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As VoiceBootcamp offers non-tangible, service-based products, we do not accept returns. Please ensure you are satisfied with our free trial before making a purchase. If you have any questions or require assistance, please contact our support team at info@voicebootcamp.com tel: +1-866-777-0060

Cancellation Policy

VoiceBootcamp does not allow cancellations after 24 hours of purchase. We encourage you to use our free trial to fully evaluate our services before committing to a purchase. If you wish to cancel within the first 24 hours, please contact our support team at info@voicebootcamp.com tel: +1-866-777-0060

Terms of Promotions

Overview

VoiceBootcamp is committed to transparency and clarity regarding all promotions, discounts, and trial offers. This policy outlines the conditions under which these offers are made available to customers. Our goal is to ensure that you have a clear understanding of the terms and conditions associated with these offers to avoid any confusion or disputes.

Promotions and Discounts

Eligibility: Promotions and discounts are available to customers who meet specific criteria outlined in each offer. This may include new customers, existing customers, or those who meet certain purchase thresholds.

Duration: Each promotion or discount will have a clearly defined start and end date. These dates will be prominently displayed in the offer details.

Usage: Promotions and discounts may be subject to limitations on usage, such as one-time use per customer, or may not be combined with other offers.

Exclusions: Certain products or services may be excluded from promotions or discounts. These exclusions will be clearly listed in the offer details.

Free Trials

Duration: The duration of the free trial will be specified in the offer details. Customers will have access to the full features of the product or service for the trial period.

Automatic Conversion: Some trials may automatically convert to a paid subscription at the end of the trial period. Customers will be notified of this in advance and given the option to cancel before any charges are applied.

Cancellation: Customers can cancel their trial at any time before the end of the trial period to avoid charges. Instructions for cancellation will be provided in the trial offer details.

Display and Acceptance of Terms

Visibility: All terms and conditions for promotions, discounts, and trials will be clearly displayed on our website, and a link to these terms will be provided at the point where customers agree to participate.

Acknowledgment: Customers must acknowledge that they have read and agree to the terms and conditions before they can activate any promotion, discount, or trial.

For any questions or concerns regarding promotions, discounts, or trials, please contact our support team at info@voicebootcamp.com or +-1-866-777-0060

Legal and Export Restriction

Compliance and Regulatory Information

1. Export Administration Regulations (EAR)

Our company complies with the U.S. Department of Commerce's Export Administration Regulations (EAR). We ensure that our software services meet all requirements for export and re-export, including obtaining necessary licenses for controlled software.

2. Office of Foreign Assets Control (OFAC) Regulations

We adhere to the regulations set forth by the U.S. Department of the Treasury's Office of Foreign Assets Control (OFAC). We do not engage in business with individuals or entities on the OFAC Specially Designated Nationals (SDN) list or other restricted lists.

3. International Traffic in Arms Regulations (ITAR)

For software with potential military applications, we comply with the U.S. Department of State's International Traffic in Arms Regulations (ITAR). Our company is registered with the Directorate of Defense Trade Controls (DDTC) and secures appropriate export licenses as needed.

4. General Data Protection Regulation (GDPR)

We are committed to protecting the personal data of our European Union customers in compliance with the General Data Protection Regulation (GDPR). We have implemented robust data protection measures and privacy practices to ensure the security of personal information.

5. Data Privacy and Security

In addition to GDPR, we comply with relevant data privacy laws in all jurisdictions where we operate. Our company employs advanced security protocols to protect user data and ensure privacy.

6. Compliance Programs and Training

We have established comprehensive compliance programs to monitor and enforce adherence to export control laws and other regulations. Our employees receive regular training on compliance requirements and best practices.

7. Customer and Transaction Screening

We utilize advanced screening tools to verify that we are not conducting business with restricted parties or in prohibited regions. This ensures that our transactions are lawful and compliant with all applicable regulations.

8. Regular Audits and Updates

Our compliance policies and practices are subject to regular audits and updates. We continually review and enhance our procedures to stay aligned with changes in laws and regulations.

9. Contact Information

For any questions or concerns regarding our compliance practices, please contact our Compliance Team at info@voicebootcamp.com or +1-866-777-0060

Website Security

PCI Compliance Policy

VoiceBootcamp is committed to ensuring the security and protection of our customers' payment information. We adhere to the Payment Card Industry Data Security Standards (PCI DSS) to maintain a secure environment for processing, storing, and transmitting credit card information.

Overview

PCI DSS is a set of security standards designed to ensure that all companies that accept, process, store, or transmit credit card information maintain a secure environment. These standards are mandated by the major credit card brands and are intended to protect cardholder data from breaches and fraud.

Key Principles of PCI Compliance

Build and Maintain a Secure Network
- Firewall Configuration: We maintain and configure firewalls to protect cardholder data.
- Secure Passwords: Default system passwords are replaced with strong, unique passwords.
Protect Cardholder Data
- Data Encryption: Cardholder data is encrypted during transmission over public networks using HTTPS and other security best practices.
- Data Storage: Stored cardholder data is protected and retained only as long as necessary.
Maintain a Vulnerability Management Program
- Anti-Virus Software: Anti-virus software is used and regularly updated to protect systems.
- Security Updates: We implement and maintain secure systems and applications through regular updates and patches.
Implement Strong Access Control Measures
- Need-to-Know Basis: Access to cardholder data is restricted to those who need to know.
- Unique IDs: Unique identification is assigned to each person with computer access.
- Physical Access: Physical access to cardholder data is restricted and monitored.
Monitor and Test Networks
- Monitoring: Network resources and cardholder data are regularly monitored and tested for security vulnerabilities.
- Log Management: Access to network resources and cardholder data is tracked and monitored through secure logging mechanisms.
Maintain an Information Security Policy
- Security Policies: An information security policy is maintained and communicated to all employees.
- Training: Employees receive regular training on information security and PCI compliance.

HTTPS and Security Best Practices

Our website, including the payment form, uses HTTPS to encrypt data transmission and ensure secure communications. We adhere to security best practices to prevent vulnerabilities such as card testing and other fraudulent activities.

Safe Handling of Payment Information

When you do business with VoiceBootcamp, you can trust that your payment information is handled safely. We use Stripe for payment processing, which is fully compliant with PCI standards. You can learn more about what PCI compliance means for Stripe by reading about integration security.

Compliance Certification

VoiceBootcamp undergoes regular assessments to ensure compliance with PCI DSS. This includes annual self-assessment questionnaires (SAQs) and regular vulnerability scans by an Approved Scanning Vendor (ASV).

Contact Information

For any questions or concerns regarding our PCI compliance policy, please contact our Compliance Team at info@voicebootcamp.com or+1-866-777-0060

Policy Review

This policy is reviewed annually and updated as necessary to ensure ongoing compliance with PCI DSS and to address new security threats and vulnerabilities.

Use of Cookies

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