612 Computer Skills courses

Dive into the realm of 'Service Helpdesk & Technical Support' with our comprehensive course, designed meticulously for those keen on mastering the nuances of telecommunication in the business world. As the digital age sweeps across industries, the ability to maintain effective telephonic relationships stands paramount. Whether it's managing interoffice communications, ensuring proper phone etiquette, or solving dilemmas over the call, this course lays down a roadmap, paving your way to be the linchpin in any organisation's communication chain. Learning Outcomes Acquire proficiency in managing both inbound and outbound telephonic communications. Understand and implement superior telephone etiquette and rapport-building techniques. Develop the ability to address challenging callers through active listening and effective problem-solving methods. Master organisational, record-keeping, and business writing proficiencies to streamline operations. Enhance customer relationships with tailored strategies and effective planning. Why buy this Service Helpdesk & Technical Support Course course? Unlimited access to the course for forever Digital Certificate, Transcript, student ID all included in the price Absolutely no hidden fees Directly receive CPD accredited qualifications after course completion Receive one to one assistance on every weekday from professionals Immediately receive the PDF certificate after passing Receive the original copies of your certificate and transcript on the next working day Easily learn the skills and knowledge from the comfort of your home Certification After studying the course materials of the Service Helpdesk & Technical Support Course there will be a written assignment test which you can take either during or at the end of the course. After successfully passing the test you will be able to claim the pdf certificate for £5.99. Original Hard Copy certificates need to be ordered at an additional cost of £9.60. Who is this Service Helpdesk & Technical Support Course course for? Individuals keen on spearheading telecommunication efforts within a corporate setting. Aspiring customer service representatives aiming for excellence in their roles. Managers seeking to refine their team's telecommunication procedures and protocols. Entrepreneurs wanting to establish robust communication lines in their ventures. Any professional eager to augment their telephone-based interaction skills. Prerequisites This Service Helpdesk & Technical Support Course does not require you to have any prior qualifications or experience. You can just enrol and start learning.This Service Helpdesk & Technical Support Course was made by professionals and it is compatible with all PC's, Mac's, tablets and smartphones. You will be able to access the course from anywhere at any time as long as you have a good enough internet connection. Career path Helpdesk Technician: £20,000 - £26,000 Technical Support Specialist: £25,000 - £32,000 Customer Service Representative: £18,000 - £24,000 Communication Coordinator: £23,000 - £29,000 Customer Relationship Manager: £30,000 - £40,000 Telecommunication Specialist: £28,000 - £35,000 Course Curriculum Module 01: Managing Interoffice Calls and Voicemail Managing Interoffice Calls and Voicemail 00:11:00 Module 02: Aspects of Phone Etiquette Aspects of Phone Etiquette 00:32:00 Module 03: Business Telephone Skills Business Telephone Skills 00:20:00 Module 04: Building Rapport Over the Phone Building Rapport Over the Phone 00:25:00 Module 05: Inbound and Outbound Calls Inbound and Outbound Calls 00:17:00 Module 06: Active Listening and Managing Tough Callers Active Listening and Managing Tough Callers 00:29:00 Module 07: Mail Services and Shipping Mail Services and Shipping 00:26:00 Module 08: Intra Organisation Dealings Intra Organisation Dealings 00:36:00 Module 09: Problem Solving over the Phone Problem Solving over the Phone 01:05:00 Module 10: Record Keeping and Filing Systems Record Keeping and Filing Systems 00:29:00 Module 11: Business Writing Skills Business Writing Skills 00:42:00 Module 12: Organisational Skills Organisational Skills 01:17:00 Module 13: Communication Skills Communication Skills 00:26:00 Module 14: Customer Relationship Management Customer Relationship Management 00:43:00 Module 15: Effective Planning and Scheduling Effective Planning and Scheduling 00:47:00 Module 16: Invoicing/Petty Cash InvoicingPetty Cash 00:28:00

Delve into cybersecurity beyond tools: understand employee roles, cybercrime motivations, and the evolving threat landscape. Learn to guard against breaches with awareness.

Overview Dive into the exciting world of coding with our comprehensive Coding with Scratch course. From the very start, you’ll be introduced to the basics, including how to get started with Scratch, creating and manipulating sprites, and setting up engaging backdrops. As you progress, you'll explore essential coding concepts such as motion blocks, looks, sound, and events, giving you a solid foundation in coding fundamentals. The course continues with in-depth tutorials on control, operators, sensing, and variables, which are crucial for developing complex coding projects. A sample activity and guidance on creating your own sample activities will provide practical, hands-on experience. Perfect for beginners and those looking to enhance their coding skills, this course offers a structured approach to mastering coding with Scratch, equipping you with the tools to build your own interactive projects and games. So enrol in this course today to fast-track your career ladder. Key Features of the Course: FREE Coding with Scratch CPD-accredited certificate Get a free student ID card with Coding with Scratch training (£10 applicable for international delivery) Lifetime access to the Coding with Scratch course materials The Coding with Scratch program comes with 24/7 tutor support Get instant access to this Coding with Scratch course Learn Coding with Scratch training from anywhere in the world The Coding with Scratch training is affordable and simple to understand The Coding with Scratch training is entirely online How will I get my certificate? You may have to take a quiz or a written test online during or after the course. After successfully completing the Coding with Scratch course, you will be eligible for the certificate. Who is This course for? There is no experience or previous qualifications required for enrolment on this Coding with Scratch. It is available to all students, of all academic backgrounds. Requirements Our Coding with Scratch is fully compatible with PC's, Mac's, Laptop, Tablet and Smartphone devices. This course has been designed to be fully compatible with tablets and smartphones so you can access your course on Wi-Fi, 3G or 4G. There is no time limit for completing this course, it can be studied in your own time at your own pace. Career Path Explore diverse career opportunities with our Coding with Scratch course: Junior Software Developer: £25,000 - £35,000 Game Designer: £28,000 - £40,000 Coding Instructor: £22,000 - £30,000 Interactive Media Designer: £30,000 - £45,000 Educational Technologist: £25,000 - £38,000 App Developer: £30,000 - £50,000 Course Curriculum 5 sections • 17 lectures • 01:54:00 total length •Meet your instructor: 00:01:00 •Article 1: 00:58:00 •Article 2: 00:10:00 •Getting Started with Scratch: 00:02:00 •Sprites: 00:03:00 •Backdrops: 00:02:00 •Motion blocks: 00:04:00 •Looks: 00:05:00 •Sound: 00:02:00 •Events: 00:04:00 •Control: 00:05:00 •Operators: 00:01:00 •Sensing: 00:05:00 •Variables: 00:03:00 •Sample Activity: 00:01:00 •How to make a sample activity: 00:08:00 •Assignment - Coding with Scratch: 00:00:00

Office Skills: Office Skills The backbone of any organization is its Office Skills, office management and administration staff. They are responsible for overseeing the office's processes, procedures, paperwork, communication, supervision, training, and administration, as well as ensuring that everything runs smoothly. As a result, they should be familiar with the necessary office skills to ensure that everything runs smoothly. The primary responsibility of Office Skills: office management and administration is to ensure the smooth operation of all connected departments within an organization. Office Skills: Office management and administration act as a connection between departments as well as between employees and management. With this premium quality course, all learners have access to dedicated support and 24/7 service. Throughout the Office Skills: Office Skills course, you will receive assistance and answers to all of your questions. So, if you want to build a successful career in Office Skills: Office Management and Administration, enrol in our Office Skills: Office Management and Administration course today! Special Offers of this Office Skills: Office Skills Course This Office Skills: Office Skills Course includes a FREE PDF Certificate. Lifetime access to this Office Skills: Office Skills Course Instant access to this Office Skills: Office Skills Course Get FREE Tutor Support from Monday to Friday in this Office Skills: Office Skills Course Main Course: Office Management and Administration (Office Skills) GIFT COURSES: Course 01: Level 2 Customer Service Course 02: Minute Taking [ Note: Free PDF certificate as soon as completing the Office Skills: Office Management and Administration course] Office Skills: Office Skills Industry Experts Designed this Office Skills: Office Skills course into 13 detailed modules. Assessment Method of Office Skills After completing each module of the Office Skills: Office Skills Course, you will find automated MCQ quizzes. To unlock the next module, you need to complete the quiz task and get at least 60% marks. Certification of Office Skills After completing the MCQ/Assignment assessment for this Office Skills: Office Skills course, you will be entitled to a Certificate of Completion from Training Tale. Who is this course for? Office Skills: Office Skills Learners can take this Office Skills: Office Skills course without any prior knowledge of this topic, and there are no age restrictions. As a result, anyone interested in Office Management and Administration can enrol in the course. There are no specific admission deadlines, and you can enrol in this Office Management and Administration course at any time. Requirements Office Skills: Office Skills Students who intend to enrol in this Office Skills: Office Skillscourse must meet the following requirements: Office Skills: Good command of the English language Office Skills: Must be vivacious and self-driven Office Skills: Basic computer knowledge Office Skills: A minimum of 16 years of age is required Career path Office Skills: Office Skills Certificates Digital Certificate Digital certificate - Included

In today's digital age, it is becoming increasingly important for individuals and businesses to have a strong understanding of information technology (IT). IT training can provide individuals with the skills and knowledge they need to succeed in a variety of industries and positions. From computer programming to networking and cybersecurity, IT Support training can open up a world of career opportunities and help businesses stay competitive in an increasingly digital marketplace. There are several reasons why IT Support training is important for individuals and businesses. First and foremost, a strong understanding of IT Support can help individuals and businesses stay up-to-date with the latest technology and trends. This can be especially important in fast-paced industries where technology is constantly evolving. In addition, IT Support training can help individuals and businesses improve efficiency and productivity by streamlining processes and automating tasks. The demand for IT Support Technician is on the rise as businesses and organisations continue to rely on technology to improve efficiency and stay competitive. This demand is reflected in the growing number of job openings in the field, as well as the increasing salaries being offered to IT professionals. Whether you are a business owner looking to improve your organisation's technological capabilities or an individual looking to enter the IT field, now is the time to start building your skills and knowledge through an IT Support training course. Regardless of your industry or profession, it is becoming increasingly important for everyone to have a basic understanding of IT. From computer basics to cybersecurity, IT Support training can help individuals and businesses protect themselves and their data from cyber threats. In addition, a basic understanding of IT Support can help individuals and businesses stay competitive in an increasingly digital job market. Whether you are a student, a business owner, or a professional looking to improve your skills, enrol in our IT Support Training course and keep yourself updated just as everyone is. Learning Outcome Upon completing this IT Support Training course, you should be able to: Understand the impact and importance of information technology in today's world Learn about different types of communication and networking technologies Explore the skills that will be required in the future in the field of information technology Know about the importance of technology as a foundation skill in various industries Develop proficiency in word processing, presentation, and spreadsheet software Find out how to create and edit databases for storing and organising information from this IT Support course. Understand the basics of project management in the field of information technology FREE Course: ***Information Management*** Module 01: Introduction Module 02: Information Management Strategy Module 03: Databases and Information Management Module 04: Management Information Systems (MIS) Module 05: Auditing Information Systems Module 06: Ethical and Social Issues and Data Protection What will make you stand out? Upon completion of this IT Support online course, you will gain: CPD QS Accredited Proficiency Lifetime access to the whole collection of learning materials. The online test with immediate results You can study and complete the course at your own pace. Study the IT Support course using any internet-connected device, such as a computer, tablet, or mobile device. The IT Support Technician course provides an immersive exploration into the dynamic realm of Information Technology. Tailored to reflect the evolving needs of the industry, this course spotlights the central role of IT Support in ensuring the seamless operation of contemporary, technology-driven enterprises. Delving into the intricacies of effective communication, robust network management, and adeptness in various software tools, participants are primed to become proficient IT Support technicians. As technology's footprint expands in every sector, the demand for skilled IT Support personnel rises. This course serves as a comprehensive guide, arming learners with the expertise needed to navigate and excel in this ever-changing domain. Elevate your skills, understanding, and career prospects by mastering the critical aspects of IT Support through our comprehensive course. Enrol today and begin your journey towards becoming an indispensable asset in the IT domain, ensuring smooth technological operations in contemporary digital landscapes. CPD 20 CPD hours / points Accredited by CPD Quality Standards Module 01: Introduction: A Transforming Technology 16:00 1: Introduction: A Transforming Technology 16:00 PDF Module 02: Importance of Information Technology 08:00 2: Importance of Information Technology 08:00 PDF Module 03: Communication and Network 17:00 3: Communication and Network 17:00 PDF Module 04: Future Skills Required in Information Technology 10:00 4: Future Skills Required in Information Technology 10:00 PDF Module 05: Technology as a Foundation Skill Area 07:00 5: Technology as a Foundation Skill Area 07:00 PDF Module 06: Word Processing Software 17:00 6: Word Processing Software 17:00 PDF Module 07: Presentation Software 18:00 7: Presentation Software 18:00 PDF Module 08: Creating and Editing Spreadsheet Part 1 11:00 8: Creating and Editing Spreadsheet (Part 1: The Basics of Spreadsheets) 11:00 PDF Module 09: Creating and Editing Spreadsheet Part 2 16:00 9: Creating and Editing Spreadsheet (Part 2: Navigation and Edit) 16:00 PDF Module 10: Storing Database 16:00 10: Storing Database 16:00 PDF Module 11: Information Technology Project Management 11:00 11: Information Technology Project Management 11:00 PDF ***FREE Course : Information Management 1:22:19 12: Introduction to Information Management 18:08 13: Information Management Strategy 10:28 14: Databases and Information Management 17:08 15: Management Information Systems (MIS) 09:17 16: Auditing Information Systems 09:18 17: Ethical and Social Issues and Data Protection 18:00 Assignment (Optional) - IT Support 04:00 18: Assignment On IT Course 04:00 PDF Order Your CPD Quality Standard Certificate (Optional) 01:00 19: Order Your CPD Quality Standard Certificate (Optional) 01:00 PDF Who is this course for? This IT Support course is suitable for anyone interested in learning about information technology and developing skills in this field, including: Students studying computer science, information technology, or a related field Professionals working in the IT field looking to update their knowledge and skills Business owners or entrepreneurs who want to improve their understanding of technology and how it can be used in their business Individuals interested in pursuing a career in the field of information technology Requirements Without any formal requirements, you can delightfully enrol in this IT Support course. Career path Upon completing this course, individuals may pursue a career in the following fields: IT Support Technician IT Support Manager IT Support Technician IT Administrator IT Support Analyst IT Teacher IT Support Engineer IT Support Helpdesk Analyst Certificates CPD Quality Standard Certificate Digital certificate - £4.99 Hardcopy Certificate (FREE UK Delivery) Hard copy certificate - £9.99 Hardcopy Transcript: £9.99

Are you looking to enhance your Help Desk Technician skills? If yes, then you have come to the right place. Our comprehensive course on Help Desk Technician will assist you in producing the best possible outcome by mastering the Help Desk Technician skills. The Help Desk Technician course is for those who want to be successful. In the Help Desk Technician course, you will learn the essential knowledge needed to become well versed in Help Desk Technician. Our Help Desk Technician course starts with the basics of Help Desk Technician and gradually progresses towards advanced topics. Therefore, each lesson of this Help Desk Technician course is intuitive and easy to understand. Why would you choose the Help Desk Technician course from Compliance Central: Lifetime access to Help Desk Technician course materials Full tutor support is available from Monday to Friday with the Help Desk Technician course Learn Help Desk Technician skills at your own pace from the comfort of your home Gain a complete understanding of Help Desk Technician course Accessible, informative Help Desk Technician learning modules designed by experts Get 24/7 help or advice from our email and live chat teams with the Help Desk Technician Study Help Desk Technician in your own time through your computer, tablet or mobile device A 100% learning satisfaction guarantee with your Help Desk Technician Course Help Desk Technician Curriculum Breakdown of the Help Desk Technician Course Course Outline: Module 01: Managing Interoffice Calls and Voicemail Module 02: Aspects of Phone Etiquette Module 03: Business Telephone Skills Module 04: Building Rapport Over the Phone Module 05: Inbound and Outbound Calls Module 06: Active Listening and Managing Tough Callers Module 07: Mail Services and Shipping Module 08: Intra Organisation Dealings Module 09: Problem Solving over the Phone Module 10: Record Keeping and Filing Systems Module 11: Business Writing Skills Module 12: Organisational Skills Module 13: Communication Skills Module 14: Customer Relationship Management Module 15: Effective Planning and Scheduling Module 16: Invoicing/Petty Cash CPD 10 CPD hours / points Accredited by CPD Quality Standards Who is this course for? The Help Desk Technician course helps aspiring professionals who want to obtain the knowledge and familiarise themselves with the skillsets to pursue a career in Help Desk Technician. It is also great for professionals who are already working in Help Desk Technician and want to get promoted at work. Requirements To enrol in this Help Desk Technician course, all you need is a basic understanding of the English Language and an internet connection. Career path IT Support Specialist: £20,000 to £35,000 per year Service Desk Analyst: £22,000 to £38,000 per year Technical Support Engineer: £25,000 to £45,000 per year Customer Support Specialist: £20,000 to £35,000 per year Help Desk Supervisor: £28,000 to £45,000 per year Network Support Technician: £25,000 to £40,000 per year Certificates CPD Accredited PDF Certificate Digital certificate - Included CPD Accredited PDF Certificate CPD Accredited Hard Copy Certificate Hard copy certificate - £10.79 CPD Accredited Hard Copy Certificate Delivery Charge: Inside the UK: Free Outside of the UK: £9.99 each

The MOST DEMANDED PATHWAY are WAITING for YOU Service Helpdesk & Technical Support course is for those who want to advance in this field. Throughout this course, you will learn the essential skills and gain the knowledge needed to become well versed in Service Helpdesk & Technical Support. Our course starts with the basics of Service Helpdesk & Technical Support and gradually progresses towards advanced topics. Therefore, each lesson of this Service Helpdesk & Technical Support is intuitive and easy to understand. Service Helpdesk & Technical Support Learning Outcomes: Learn how to manage voicemails and interoffice calls. There are several phone etiquette rules you should review. How to get better at making business calls. Relationship-building techniques over the phone. How to deal with a stiff collar and active listening. Editing internal business transactions. Using the phone to troubleshoot, putting record-keeping and file processes in place. Learn about communication and organisational skills. How to create timetables and plans that work. Along with the Service Helpdesk & Technical Support course, you also get: Lifetime Access Unlimited Retake Exam & Tutor Support Easy Accessibility to the Course Materials 100% Learning Satisfaction Guarantee Curriculum Breakdown of the Course:- Managing Interoffice Calls and Voicemail Aspects of Phone Etiquette Business Telephone Skills Building Rapport Over the Phone Inbound and Outbound Calls Active Listening and Managing Tough Callers Mail Services and Shipping Intra Organisation Dealings Problem-Solving over the Phone Record Keeping and Filing Systems Business Writing Skills Organisational Skills Communication Skills Customer Relationship Management Effective Planning and Scheduling Invoicing/Petty Cash Each topic has been designed to deliver more information in a shorter amount of time. This makes it simple for the learners to understand the fundamental idea and apply it to diverse situations. Certification CPD Accredited (CPD QS) Certificate Digital (PDF) & Hardcopy certificates are available CPD 10 CPD hours / points Accredited by CPD Quality Standards Who is this course for? Anyone from any background can enrol in this Service Helpdesk & Technical Support course. Requirements To enrol in this Service Helpdesk & Technical Support course, all you need is a basic understanding of the English Language and an internet connection. Career path After completing this course, you can explore trendy and in-demand jobs related to Service Helpdesk & Technical Support, such as- Customer Service Call Center Operator Emergency Caretaker Office Executive Production Manager Certificates Certificate of completion Digital certificate - Included Get a CPD accredited PDF certificate for Free. Certificate of completion Hard copy certificate - Included Get a CPD accredited PDF certificate for Free. After successfully completing this Service Helpdesk & Technical Support course, you get a PDF and a hardcopy certificate for free. The delivery charge of the hardcopy certificate inside the UK is £3.99 and international students need to pay £9.99 to get their hardcopy certificate.

Are you looking to enhance your Building your Own Computer Course skills? If yes, then you have come to the right place. Our comprehensive course on Building your Own Computer Course will assist you in producing the best possible outcome by mastering the Building your Own Computer Course skills. The Building your Own Computer Course course is for those who want to be successful. In the Building your Own Computer Course course, you will learn the essential knowledge needed to become well versed in Building your Own Computer Course. Our Building your Own Computer Course course starts with the basics of Building your Own Computer Course and gradually progresses towards advanced topics. Therefore, each lesson of this Building your Own Computer Course course is intuitive and easy to understand. Why would you choose the Building your Own Computer Course course from Compliance Central: Lifetime access to Building your Own Computer Course course materials Full tutor support is available from Monday to Friday with the Building your Own Computer Course course Learn Building your Own Computer Course skills at your own pace from the comfort of your home Gain a complete understanding of Building your Own Computer Course course Accessible, informative Building your Own Computer Course learning modules designed by expert instructors Get 24/7 help or advice from our email and live chat teams with the Building your Own Computer Course bundle Study Building your Own Computer Course in your own time through your computer, tablet or mobile device. A 100% learning satisfaction guarantee with your Building your Own Computer Course Course Improve your chance of gaining in demand skills and better earning potential by completing the Building your Own Computer Course Building your Own Computer Course Curriculum Breakdown of the Building your Own Computer Course Course Module 01: Introduction to Computer & Building PC Module 02: Overview of Hardware and Parts Module 03: Building the Computer Module 04: Input and Output Devices Module 05: Software Installation Module 06: Computer Networking Module 07: Building a Gaming PC Module 08: Maintenance of Computers CPD 10 CPD hours / points Accredited by CPD Quality Standards Who is this course for? The Building your Own Computer Course course helps aspiring professionals who want to obtain the knowledge and familiarise themselves with the skillsets to pursue a career in Building your Own Computer Course. It is also great for professionals who are already working in Building your Own Computer Course and want to get promoted at work. Requirements To enrol in this Building your Own Computer Course course, all you need is a basic understanding of the English Language and an internet connection. Career path The Building your Own Computer Course course will enhance your knowledge and improve your confidence in exploring opportunities in various sectors related to Building your Own Computer Course. Certificates CPD Accredited PDF Certificate Digital certificate - Included CPD Accredited PDF Certificate CPD Accredited Hard Copy Certificate Hard copy certificate - £10.79 CPD Accredited Hard Copy Certificate Delivery Charge: Inside the UK: Free Outside of the UK: £9.99 each

Duration 4 Days 24 CPD hours This course is intended for This basic course is intended for anyone who requires basic AIX/UNIX user skills to be able to work in an AIX environment. This course is also a prerequisite for many courses in the AIX Systems Administration curriculum. Overview Log in to an AIX system and set a user password Use AIX online documentation Manage AIX files and directories Describe the purpose of the shell Use the vi editor Execute common AIX commands and manage AIX processes Customize the working environment Use common AIX utilities Write simple shell scripts Use the AIXWindows Environment Use the Common Desktop Environment This course enables you to perform everyday tasks using the AIX operating system. Day 1 Introduction to AIX Using the System AIX Documentation Files and Directories Using Files Day 2 File Permissions The vi Editor Shell Basics Using Shell Variables Day 3 Processes Controlling Processes Customizing the User Environment AIX Utilities, Part I AIX Utilities, Part I (Continued) AIX Utilities, Part II Day 4 AIX Utilities, Part II (Continued) Additional Shell Features The AIX Graphical User Interface

Duration 5 Days 30 CPD hours This course is intended for The primary audience for this course is as follows: Cisco Unified Communications system channel partners and resellers who are responsible for deployment and application engineering for Cisco Unified Contact Center Express customers. System and technical support engineers. Day 1 and Day 2 support personnel. Customers deploying and maintaining Cisco Unified CCX Overview Upon completing this course, the learner will be able to meet these overall objectives: Review Cisco Unified CCX environment components Create prompt recording tools Create a helpdesk script Apply common sense principles for scripting and system management, such as: Prompt, document, and grammar management Using the default script Scripting for proper call termination and ending a script Abandon rates Exception handling Check Agent Availability before and after entering queue Using Java Methods for Holiday and Time of Day routing Setup access and use an external database Define and use skills Script for conditional routing Script for basic callback scenarios Setup and use enterprise data and session management Script for queuing and scheduled callback scenarios Building on the knowledge base and scripting experience learned in the UCCXD class, the student will explore advanced techniques in scripting and overall Cisco Unified CCX functionality. During this five day class the students will use advanced scripting to implement features that extend the functionality of Cisco Unified CCX using many of the tools that are already available in the premium version of the product. Students should expect to spend time using the script editor and other tools to create developer tools and enhanced scripts to provide for a more functional and user-friendly customer experience. Activities include creating prompt recording tools, applying common sense scripting principles, creating simple and complex ACD routing scripts, holiday routing, external database access, various callback scenarios such as non-queuing, queuing, and scheduled callbacks, defining and using enterprise data, passing data from one script to another using session management, and much more. Additionally, since this class focuses on complex scripting concepts, it requires the student to learn more about fundamental scripting requirements such as data manipulation and formatting, using variables and array variables, and using Java programming methods. Course Introduction Learner Prerequisite Skills and Knowledge Course Goal Course Objectives Course Flow General Administration Lab Diagram Please Introduce Yourself Lesson 1: Cisco Unified CCX Overview Components of the Cisco Unified CCX Environment Gateways Routers Cisco Unified Communications Manager Cisco Unified CCX Script Editor Cisco Finesse Cisco Unified Intelligence Center Cisco Unified CCX Agent External Servers Cisco Unified CCX System Cluster Components Engine Database Server Call Flow Terms The Call Flow The Debug Process Reactive Non-Reactive Lesson 2: Prompt Recording Utilities Prompt Recorder Emergency Message Recorder Lesson 3: Basic ACD Routing Review Script Steps used in a Simple ACD Routing Script Resource Group Routing Defining the Contact Service Queue Create a Simple ACD routing script Lesson 4: Common Scripting Concepts Prompt Management Using the Default Script Terminating a Call and Ending a Script Abandon Rates Exception Handling Script Interruptions Check Agent Availability before and after entering queue Using Java Methods for Holiday and Time of Day routing Lesson 5: Accessing an External Database Database architecture and supported databases Setting up the Database Subsystem Using Database script steps Lesson 6: Skills Based Routing Appling skills to agents Defining the Contact Service Queue Specifying the CSQ in the Script Lesson 7: Advanced ACD Routing Overflow Routing When to Overflow How to get the Data Needed for Making Decisions Describe Methods of Overflowing Lesson 8: Basic ACD Callback Options Setup the Email Subsystem Script for Email Notification Script for Leaving a Recorded Message Script for Callback when Queue Times have Decreased Lesson 9: Enterprise Data and Session Management Define Enterprise Data in Cisco Finesse Define a Call Variable Layout in Cisco Finesse Define ECC Variables in the script editor Set Enterprise Data in the script Define Session Management Setup Session Management Use Session Management to Pass Variable Information Between Scripts Lesson 10: Advanced ACD Callback Options Leave Queued Message with an Option for Callback Scheduled Callback