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Course Overview The "Interpersonal Skills for Professional Development" course is designed to equip learners with essential communication and emotional intelligence tools for career advancement. It covers a range of topics, including effective communication, collaboration, networking, and conflict management. By completing this course, learners will enhance their ability to build strong professional relationships, manage conflicts, and navigate diverse work environments. The course is ideal for professionals seeking to improve their interpersonal skills, elevate their workplace presence, and foster positive working relationships that contribute to personal and professional growth. Course Description This course dives deeper into various interpersonal skills that are crucial in any professional environment. Learners will explore topics such as emotional intelligence, which helps in recognising and managing emotions in the workplace, and collaboration, which focuses on working effectively within teams. The course also covers networking strategies, cultural sensitivity, conflict resolution, and negotiation techniques, ensuring learners develop a well-rounded skill set. Through these modules, learners will gain the tools to interact successfully with colleagues, clients, and superiors, all while cultivating a professional attitude that enhances career development. Course Modules Module 01: Introduction to Interpersonal Skills Module 02: Effective Communication Module 03: Emotional Intelligence Module 04: Collaboration and Teamwork Module 05: Networking and Relationship Building Module 06: Cultural Sensitivity and Diversity Module 07: Conflict Management Module 08: Negotiation Skills (See full curriculum) Who is this course for? Individuals seeking to improve their communication and interpersonal relationships. Professionals aiming to advance in their careers by mastering essential soft skills. Beginners with an interest in enhancing their workplace interactions. Anyone looking to develop emotional intelligence and conflict management strategies. Career Path Human Resources Specialist Project Manager Sales Executive Team Leader Client Relations Manager Customer Service Professional Public Relations Officer

Duration 3 Days 18 CPD hours This course is intended for This course is designed for project leaders, scrum masters, coaches, product owners, and team members who intend on taking the PMI-ACP© exam. This course provides participants with a foundation of the PMI-ACP© exam. Participants will be introduced to PMI Agile concepts and practices with banks of sample questions. PMI-ACP© Exam Preperation PMI-ACP© Exam Particulars Overview PMI-ACP© Exam Particulars PMI-ACP© Candidate Requirements PMI-ACP© Candidate Fees PMI-ACP© Exam Application Process Core Agile Concepts Core Agile Concepts Overview Traditional Project Management Methodologies Drawbacks of Waterfall Methodologies Agile Approach Empirical Process Control Agile and Traditional Project Management Choice of Methodologies/Frameworks The Agile Manifesto The Agile Manifesto Overview Manifesto Contributors Manifesto Values Manifesto Principles Common Agile Methodology Elements Common Agile Methodology Elements Overview Project (Product; Release) Initiation Agile Planning Iteration Planning and Executing Project Initiation Project Initiation Overview Determine Project Justifications and Metrics Provide Value-Driven Delivery Write Project Vision Statement Create Project Charter Identify Stakeholders and Leader/Coach Form Project Team Agile Teams and Team Space Agile Teams and Team Space Overview Scrum Master/Coach Product Owner/Customer Team Members/Developers (XP) Trackers and Testers Other Roles Team Space Physical Space Recommendations Agile Planning Agile Planning Overview Develop Epics and Stories Create Stories Non-Customer Facing Stories Personas and Extreme Personas Story Maps Estimating Stories Prioritizing Stories Create Product Backlog Create Product Roadmap Conduct Release Planning Create Parking Lot Iterations/Sprints Iterations/Sprints Overview Velocity Determination Iteration Planning Meeting Iteration Planning Guidelines Development Testing Daily Standup Meetings Progress Tracking Velocity Tracking Interpersonal Aspects of Agile Interpersonal Aspects of Agile Overview Methodologies and Uncertainty Coach/Scrum Master Team Motivation Soft Skills Emotional Intelligence Collaboration Negotiations Active listening Conflict Resolution Speed Leas? Model of Group Conflict Conducting Retrospectives Mindsets of Agile Coaches Leadership Stages Key Coaching Responsibilities Agile Methodologies Agile Methodologies Overview XP and Scrum Terms XP Terms and Concepts XP Primary Practices XP Corollary Practices Scrum Lean Software Development Seven Principles of Lean Seven Types of Muda Responsibilities Core Beliefs of Lean-Agile Software Development Other Principles of Lean-Agile Software Development Value Stream Mapping Lean-Agile Software Development Portfolio Management Additional course details: Nexus Humans PMI Agile Certified Practitioner (PMI-ACP) Exam Preparation training program is a workshop that presents an invigorating mix of sessions, lessons, and masterclasses meticulously crafted to propel your learning expedition forward. This immersive bootcamp-style experience boasts interactive lectures, hands-on labs, and collaborative hackathons, all strategically designed to fortify fundamental concepts. Guided by seasoned coaches, each session offers priceless insights and practical skills crucial for honing your expertise. Whether you're stepping into the realm of professional skills or a seasoned professional, this comprehensive course ensures you're equipped with the knowledge and prowess necessary for success. While we feel this is the best course for the PMI Agile Certified Practitioner (PMI-ACP) Exam Preparation course and one of our Top 10 we encourage you to read the course outline to make sure it is the right content for you. Additionally, private sessions, closed classes or dedicated events are available both live online and at our training centres in Dublin and London, as well as at your offices anywhere in the UK, Ireland or across EMEA.

The leadership role of the project manager is increasingly recognised as a key determinant in delivering success. These skills can often be critical in project situations, where tight budgets and deadlines demand the highest levels of team performance and where the working environment presents fresh challenges on a daily basis. This programme focuses on the leadership skills required of project managers and will benefit anyone involved in managing projects large or small wishing to extend or enhance those skills. The objectives of this programme are to help the participants: Understand the significance of leadership skills to the project manager and the impact of these skills on project performance Review the key skills needed to be an effective 'multi-dimensional' project leader and learn how to develop, adapt and apply them in practice Learn how to identify the preferred leadership style for the context and organisational culture of a project and how to develop personal style versatility Understand the role of the project leader in building an effective team and the skills required to promote and sustain team performance Gain a better understanding of the interpersonal skills needed to motivate individual team members and harness the full potential of the team DAY ONE 1 Introduction Aims and objectives Personal objectives 2 Project management and leadership What is a leader? How much can leadership be learned? The project environment and the impact of leadership skills The characteristics of high performance project teams and their leaders 3 Principles of effective leadership Some useful models and theories of leadership explored Types of leadership; choosing how to use leadership power Evaluating personal leadership style; how to develop style flexibility 4 Syndicate case study: Leadership in action Review of the role of leadership in a contemporary project Feedback and plenary discussion: effective project leadership 5 Team exercise: Leadership skills of the project manager Teams compete in performing a project simulation Project review and feedback Discussion of the outcome: role and skills of the project leader 6 Leadership skills for project managers The 3 dimensions of project leadership: inwards, outwards, and upwards The vital role of communication skills and how to develop them Developing a 'project vision': strategic thinking skills Understanding others; emotional intelligence skills Being a visible leader; behavioural and influencing skills Building effective relationships; the importance of trust and respect DAY TWO 7 Leading the project team The role of leadership in developing team performance Understanding individual strengths; recognising team role preferences Managing conflict and promoting positive team dynamics Setting standards, maintaining discipline and rewarding performance Harnessing team potential: building motivation within the team Promoting team learning; the team leader as coach / mentor 8 Leading through the organisation Gaining the support others; developing effective influencing skills Getting empowerment from key stakeholders Knowing when and how to take the initiative and lead Building and maintaining rapport with key partners Becoming an effective team player in leadership teams Becoming a business leader; leading colleagues and co-workers 9 Team exercise: Leadership and negotiation Teams engage in a negotiation exercise Exercise review and feedback Discussion of the outcome: negotiation skills of the project leader 10 Negotiation skills for project leaders Characteristics of effective negotiators Classic problem behaviours and mind-sets to avoid Getting to win-win; building partnership and trust 11 Leading more senior stakeholders The challenges and skills of leading and managing upwards Communicating with more senior stakeholders; building credibility Negotiating upwards: knowing when and how The role of networking skills; building and maintaining rapport Handling disagreements; the art of diplomacy Handling personality and style conflicts with more senior people

FAA Level 2 Award In First Aid For Mental Health (RQF) Classroom (1 day course) or Virtual (3 x 2½ hour sessions) Gives learners knowledge of Mental Health First Aid Gives learners the skills to help those with mental health problems and improve mental health in the workplace Course Contents: What is Mental Health? Why people develop mental health conditions What the role of a mental health first aider is Knowing how to provide advice and practical support Knowing how to recognise and manage stress Understand the impact of substance abuse on mental health Understand the first aid action plan for mental health and be able to put it in place Know how to implement a positive mental health culture in the workplace Recognising a range of mental health conditions: Depression Anxiety Psychosis Eating disorders Suicide Self-harm Benefits of this course: 37% of all work-related ill-health is due to mental health problems Problems with mental health cover 45% of all working days lost A whopping 12.8 million working days, or 49, 042 years, were lost due to mental health problems in 2018/19 602,000 workers suffered from work-related stress, depression or anxiety in 2018/19 One in four people will have a mental health problem at some point during their lives Whether work is causing or aggravating mental health problems, employers have a legal responsibility towards their employees Work-related mental health issues must to be assessed to measure the levels of risk to staff Where a risk is identified, steps must be taken to remove it or reduce it as far as reasonably practicable This full day Mental Health First Aid course gives a good grounding to help others in the workplace Accredited, Ofqual regulated qualification Our Mental Health First Aid Courses are nationally recognised, Ofqual regulated qualifications accredited by First Aid Awards Ltd in association with NUCO Training. This means that you can be rest assured that your Mental Health First Aid Certificates fulfill the upcoming legal requirements and are a very good way to make sure you and your employees have a supporting workplace to deal with staff's mental health conditions. The Ofqual Register number for this course is 603/3769/2

Duration 3 Days 18 CPD hours This course is intended for Network Security Operations Workload Application Administrators Security Operations Field Engineers Network Engineers Systems Engineers Technical Solutions Architects Cisco Integrators and Partners Overview After taking this course, you should be able to: Define the Cisco telemetry and analytics approach. Explore common scenarios that Cisco Tetration Analytics can solve. Describe how the Cisco Tetration Analytics platform collects telemetry and other context information. Discuss how relative agents are installed and configured. Explore the operational aspects of the Cisco Tetration Analytics platform. Describe the Cisco Tetration Analytics support for application visibility or application insight based on the Application Dependency Mapping (ADM) feature. List the concepts of the intent-based declarative network management automation model. Describe the Cisco Tetration policy enforcement pipeline, components, functions, and implementation of application policy. Describe how to use Cisco Tetration Analytics for workload protection in order to provide a secure infrastructure for business-critical applications and data. Describe Cisco Tetration Analytics platform use cases in the modern heterogeneous, multicloud data center. List the options for the Cisco Tetration Analytics platform enhancements. Explain how to perform the Cisco Tetration Analytics administration. This course teaches how to deploy, use, and operate Cisco© Tetration Analytics? platform for comprehensive workload-protection and application and network insights across a multicloud infrastructure. You will learn how the Cisco Tetration Analytics platform uses streaming telemetry, behavioral analysis, unsupervised machine learning, analytical intelligence, and big data analytics to deliver pervasive visibility, automated intent-based policy, workload protection, and performance management. Exploring Cisco Tetration Data Center Challenges Define and Position Cisco Tetration Cisco Tetration Features Cisco Tetration Architecture Cisco Tetration Deployment Models Cisco Tetration GUI Overview Implementing and Operating Cisco Tetration Explore Data Collection Install the Software Agent Install the Hardware Agent Import Context Data Describe Cisco Tetration Operational Concepts Examining Cisco Tetration ADM and Application Insight Describe Cisco Tetration Application Insight Perform ADM Interpret ADM Results Application Visibility Examining Cisco Tetration Intent-Based Networking Describe Intent-Based Policy Examine Policy Features Implement Policies Enforcing Tetration Policy Pipeline and Compliance Examine Policy Enforcement Implement Application Policy Examine Policy Compliance Verification and Simulation Examining Tetration Security Use Cases Examine Workload Security Attack Prevention Attack Detection Attack Remediation Examining IT Operations Use Cases Key Features and IT Operations Use Cases Performing Operations in Neighborhood App-based Use Cases Examining Platform Enhancement Use Cases Integrations and Advanced Features Third-party Integration Examples Explore Data Platform Capabilities Exploring Cisco Tetration Analytics Administration Examine User Authentication and Authorization Examine Cluster Management Configure Alerts and Syslog Additional course details: Nexus Humans Cisco Implementing Cisco Tetration Analytics v1.0 (DCITET) training program is a workshop that presents an invigorating mix of sessions, lessons, and masterclasses meticulously crafted to propel your learning expedition forward. This immersive bootcamp-style experience boasts interactive lectures, hands-on labs, and collaborative hackathons, all strategically designed to fortify fundamental concepts. Guided by seasoned coaches, each session offers priceless insights and practical skills crucial for honing your expertise. Whether you're stepping into the realm of professional skills or a seasoned professional, this comprehensive course ensures you're equipped with the knowledge and prowess necessary for success. While we feel this is the best course for the Cisco Implementing Cisco Tetration Analytics v1.0 (DCITET) course and one of our Top 10 we encourage you to read the course outline to make sure it is the right content for you. Additionally, private sessions, closed classes or dedicated events are available both live online and at our training centres in Dublin and London, as well as at your offices anywhere in the UK, Ireland or across EMEA.

Duration 3 Days 18 CPD hours This course is intended for Application developers who want to build cloud-native applications or redesign existing applications that will run on Google Cloud Platform Overview This course teaches participants the following skills: Use best practices for application development. Choose the appropriate data storage option for application data. Implement federated identity management. Develop loosely coupled application components or microservices. Integrate application components and data sources. Debug, trace, and monitor applications. Perform repeatable deployments with containers and deployment services. Choose the appropriate application runtime environment; use Google Container Engine as a runtime environment and later switch to a no-ops solution with Google App Engine flexible environment. Learn how to design, develop, and deploy applications that seamlessly integrate components from the Google Cloud ecosystem. This course uses lectures, demos, and hands-on labs to show you how to use Google Cloud services and pre-trained machine learning APIs to build secure, scalable, and intelligent cloud-native applications. Best Practices for Application Development Code and environment management. Design and development of secure, scalable, reliable, loosely coupled application components and microservices. Continuous integration and delivery. Re-architecting applications for the cloud. Google Cloud Client Libraries, Google Cloud SDK, and Google Firebase SDK How to set up and use Google Cloud Client Libraries, Google Cloud SDK, and Google Firebase SDK. Lab: Set up Google Client Libraries, Cloud SDK, and Firebase SDK on a Linux instance and set up application credentials. Overview of Data Storage Options Overview of options to store application data. Use cases for Google Cloud Storage, Cloud Firestore, Cloud Bigtable, Google Cloud SQL, and Cloud Spanner. Best Practices for Using Cloud Firestore Best practices related to using Cloud Firestore in Datastore mode for:Queries, Built-in and composite indexes, Inserting and deleting data (batch operations),Transactions,Error handling. Bulk-loading data into Cloud Firestore by using Google Cloud Dataflow. Lab: Store application data in Cloud Datastore. Performing Operations on Cloud Storage Operations that can be performed on buckets and objects. Consistency model. Error handling. Best Practices for Using Cloud Storage Naming buckets for static websites and other uses. Naming objects (from an access distribution perspective). Performance considerations. Setting up and debugging a CORS configuration on a bucket. Lab: Store files in Cloud Storage. Handling Authentication and Authorization Cloud Identity and Access Management (IAM) roles and service accounts. User authentication by using Firebase Authentication. User authentication and authorization by using Cloud Identity-Aware Proxy. Lab: Authenticate users by using Firebase Authentication. Using Pub/Sub to Integrate Components of Your Application Topics, publishers, and subscribers. Pull and push subscriptions. Use cases for Cloud Pub/Sub. Lab: Develop a backend service to process messages in a message queue. Adding Intelligence to Your Application Overview of pre-trained machine learning APIs such as Cloud Vision API and Cloud Natural Language Processing API. Using Cloud Functions for Event-Driven Processing Key concepts such as triggers, background functions, HTTP functions. Use cases. Developing and deploying functions. Logging, error reporting, and monitoring. Managing APIs with Cloud Endpoints Open API deployment configuration. Lab: Deploy an API for your application. Deploying Applications Creating and storing container images. Repeatable deployments with deployment configuration and templates. Lab: Use Deployment Manager to deploy a web application into Google App Engine flexible environment test and production environments. Execution Environments for Your Application Considerations for choosing an execution environment for your application or service:Google Compute Engine (GCE),Google Kubernetes Engine (GKE), App Engine flexible environment, Cloud Functions, Cloud Dataflow, Cloud Run. Lab: Deploying your application on App Engine flexible environment. Debugging, Monitoring, and Tuning Performance Application Performance Management Tools. Stackdriver Debugger. Stackdriver Error Reporting. Lab: Debugging an application error by using Stackdriver Debugger and Error Reporting. Stackdriver Logging. Key concepts related to Stackdriver Trace and Stackdriver Monitoring. Lab: Use Stackdriver Monitoring and Stackdriver Trace to trace a request across services, observe, and optimize performance.

Duration 5 Days 30 CPD hours This course is intended for This course is designed for technology leaders, solution developers, project managers, organizational decision makers, and other individuals seeking to demonstrate a vendor-neutral, cross-industry understanding of ethics in emerging data-driven technologies, such as AI, robotics, IoT, and data science. This course is also designed for professionals who want to pursue the CertNexus Certification Exam CET-110: Certified Ethical Emerging Technologies. Overview In this course, you will incorporate ethics into data-driven technologies such as AI, IoT, and data science. You will: Describe general concepts, theories, and challenges related to ethics and emerging technologies. Identify ethical risks. Practice ethical reasoning. Identify and mitigate safety and security risks. Identify and mitigate privacy risks. Identify and mitigate fairness and bias risks. Identify and mitigate transparency and explainability risks. Identify and mitigate accountability risks. Build an ethical organization. Develop ethical systems in technology-focused organizations. Mutually reinforcing innovations in computing and engineering are catapulting advances in technological production. From blockchain and artificial intelligence (AI) to gene editing and the Internet of Things (IoT), these advances come with tremendous opportunities for improvement in productivity, efficiency, and human well-being. But as scandals increasingly demonstrate, these advances also introduce new and serious risks of conflict and harm.Technology professionals now face growing demands to identify and mitigate ethical risks to human rights and the environment, as well as to navigate ethical tradeoffs between qualities such as privacy and accuracy, fairness and utility, and safety and accountability. This course provides the tools to identify and manage common ethical risks in the development of emerging data-driven technologies. It distills ethical theory, public regulations, and industry best practices into concrete skills and guidelines needed for the responsible development of digital products and services. By following the course's practical, problems-based approach, learners will become adept at applying theories, principles, frameworks, and techniques in their own roles and organizations. Introduction to Ethics of Emerging Technologies Topic A: What?s at Stake Topic B: Ethics and Why It Matters Topic C: Ethical Decision-Making in Practice Topic D: Causes of Ethical Failures Identifying Ethical Risks Topic A: Ethical Reasons Topic B: Stumbling Blocks for Ethical Reasoning Topic C: Identify Ethical Risks in Product Development Topic D: Tools for Identifying Ethical Risks Topic E: Use Regulations, Standards, and Human Rights to Identify Ethical Risks Ethical Reasoning in Practice Topic A: Ethical Theories Topic B: Use Ethical Decision-Making Frameworks Topic C: Select Options for Action Topic D: Avoid Problems in Ethical Decision-Making Identifying and Mitigating Security Risks Topic A: What Is Security? Topic B: Identify Security Risks Topic C: Security Tradeoffs Topic D: Mitigate Security Risks Identifying and Mitigating Privacy Risks Topic A: What Is Privacy? Topic B: Identify Privacy Risks Topic C: Privacy Tradeoffs Topic D: Mitigate Privacy Risks Identifying and Mitigating Fairness and Bias Risks Topic A: What Are Fairness and Bias? Topic B: Identify Bias Risks Topic C: Fairness Tradeoffs Topic D: Mitigate Bias Risks Identifying and Mitigating Transparency and Explainability Risks Topic A: What Are Transparency and Explainability? Topic B: Identify Transparency and Explainability Risks Topic C: Transparency and Explainability Tradeoffs Topic D: Mitigate Transparency and Explainability Risks Identifying and Mitigating Accountability Risks Topic A: What Is Accountability? Topic B: Identify Accountability Risks Topic C: Accountability Tradeoffs Topic D: Mitigate Accountability Risks Building an Ethical Organization Topic A: What Are Ethical Organizations? Topic B: Organizational Purpose Topic C: Ethics Awareness Topic D: Develop Professional Ethics within Organizations Developing Ethical Systems in Technology-Focused Organizations Topic A: Policy and Compliance Topic B: Metrics and Monitoring Topic C: Communication and Stakeholder Engagement Topic D: Ethical Leadership

An instructor-led leadership learning programme based on emotional intelligence and social neuroscience, designed to boost leadership 'PowerSkills.' A practical programme that provides leaders with a learning journey that equips them with the tools and techniques to connect, empathise, communicate effectively, build employee engagement and influence.

Duration 2 Days 12 CPD hours This course is intended for System architects, system administrators, IT managers, VMware partners, and individuals responsible for implementing and managing vSphere architectures who want to deploy vSphere 8.0 into their existing vSphere environment. Overview By the end of the course, you should be able to meet the following objectives: Recognize the importance of key features and enhancements in vSphere 8.0 Describe vCenter Server, VMware ESXi, storage, virtual machine, and security enhancements in vSphere 8.0 Describe the purpose of vSphere Distributed Services Engine Update an ESXi host equipped with a Data Processing Unit (DPU) using vSphere Lifecycle Manager Identify devices supported for system storage on ESXi 8.0 Recognize enhancements to VM hardware compatibility settings VMware vSphere Memory Monitoring and Remediation and the improvements to vSphere DRS Recognize the new Virtual Non-Uniform Memory Access (vNUMA) topology settings of a VM in vSphere Client Use vSphere Lifecycle Manager and Auto Deploy to manage the configuration specifications for the hosts in a cluster Recognize the vSphere Lifecycle Manager and Auto Deploy enhancements in vSphere 8.0 Recognize the cloud benefits that VMware vSphere+ brings to on-premises workloads Recognize technology that is discontinued or deprecated in vSphere 8.0 In this two-day course, you explore the new features and enhancements following VMware vCenter Server 8.0 and VMware ESXi 8.0. Real-world use-case scenarios, hands-on lab exercises, and lectures teach you the skills that you need to effectively implement and configure VMware vSphere 8.0. Course Introduction Introductions and course logistics Course objectives Artificial Intelligence and Machine Learning Describe how device groups support AI and ML in vSphere 8 Describe how device virtualization extensions support AI and ML in vSphere 8 vSphere Distributed Services Engine Describe the benefits of Distributed Services Engine Explain how Distributed Services Engine works Recognize use cases for Distributed Services Engine Install ESXi on a host equipped with a DPU View DPU information in vSphere Client Add an ESXi host equipped with a DPU to a cluster Update an ESXi host equipped with a DPU using vSphere Lifecycle Manager Create a vSphere Distributed Switch for network offloads Add a host with a DPU to the vSphere Distributed Switch Configure a VM to use Uniform Passthrough Mode vSphere and vCenter Management Review the improvements to the communication between vCenter and ESXi hosts Review the enhancements to the vCenter recovery process ESXi Enhancements Describe the function of the central configuration store in ESXi Explain how ConfigStore affects your interaction with ESXi configuration files Recognize the supported system storage partition configuration on ESXi 8.0 Identify devices supported for system storage on ESXi 8.0 Configure an RDMA host local device on ESXi vSphere Storage Describe the vSAN Express Storage Architecture Recognize the benefits of using vSAN Express Storage Architecture Describe the benefits of using NVMe Recognize the support for NVMe devices in vSphere Guest OS and Workloads Review the enhancements of the latest virtual hardware versions Describe the features introduced with virtual hardware version 20 Create a snapshot of a VM with an NVDIMM device Resource Management View energy and carbon emission metrics in vRealize Operations Manager Describe the VMware vSphere Memory Monitoring and Remediation (vMMR) functionality Describe how vMMR enhances the performance of vSphere DRS Security and Compliance Describe how to handle vTPM secrets when cloning a VM Manage OVF templates for VMs that are configured with vTPM Deploy an OVF template with vTPM Describe the enhancements to trusted binary enforcement in ESXi Describe ESXi 8 enhanced security features vSphere Lifecycle Manager Describe the enhancements to life cycle management of standalone ESXi hosts Manage the configuration profiles of ESXi hosts in a cluster with vSphere Lifecycle Manager Use Auto Deploy to boot a host with the desired image and configuration specifications Upgrade multiple ESXi hosts in a cluster in parallel Stage an ESXi host image prior to remediation Auto Deploy Manage custom host certificates using Auto Deploy vSphere with Tanzu Describe the features of the Tanzu Kubernetes Grid 2.0 offering Announcing vSphere+ Describe the functionality and benefits of vSphere+

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