NIST Cyber Security Bootcamp – March 26, 2018 — I would highly recommend both the course and instructor to anyone interested in applying risk to cybersecurity in a practical setting.
Cisco Unified Communication Manager and Unity Connection – February 9, 2018 — He was knowledgeable and presented the material, which is highly technical, in an understandable manner.
Access 2016 Introduction – May 17, 2018 — This instructor was very easy to understand and gave real world situations to apply to this training.
CompTIA Security+ — April 20, 2018 — I appreciated the virtual classroom! Helped me greatly.
MS10997: Office 365 Administration and Troubleshooting - Jan 19, 2018 — Penny really brought detail to the subject matter. Able to answer questions on the fly and I can definitely tell she knows the material.
Excel 2016 Level 1 – April 11, 2018 — She was awesome, and I actually learned more in this class than I did in college.
PowerPoint 2016, Level 1 - January 8, 2018 — The teacher was fantastic at pulling the relevant info from the coursework and explaining it while keeping the course engaging.
Microsoft Project 2016 – May 3, 2018 — She was very knowledgeable and able to answer our questions. She made sure to hit on the items that we wanted to learn more about.
MS10982: Supporting and Troubleshooting Windows 10 — March 2, 2018 — Troy may just be the best Microsoft instructor I have ever had. And I'm OLD. (35 years experience)
MS20761: Querying Data with Transact-SQL – May 15, 2018 — Great instructor and provided many examples.
Microsoft Visio – May 15, 2018 — Very good! Knows her stuff!
Adobe PhotoShop - February 27, 2018 — Kelly is fantastic, I love her classes!
All SLI Scheduled Dates Are Guaranteed to Run!Advanced Contact Center Express Scripting Labs v11.0 (ACCXSL) is a 5-day instructor-led, lab-intensive course intended for experienced Unified Contact Center Express (CCX) administrators who need in-depth knowledge advanced scripting techniques using complex script steps to resolve sophisticated contact center requirements. This course addresses the steps in the Script Editor pallet as well as scripting techniques involving databases, HTTP, XML, VXML, Java Objects, and Finesse Administration. This course is intended to be a follow-on course to UCCX, and completely replaces the outdated Unified Contact Center Advanced v1.0 class. ACCXSL introduces updated best practices, sophisticated steps, and modern concepts for deploying advanced contact center applications and techniques. This course is intended to be a follow-on course to UCCX, and completely replaces the outdated Unified Contact Center Advanced v1.0 class. ACCXSL introduces updated best practices, sophisticated steps, and modern concepts for deploying advanced contact center applications and techniques. The class utilizes Cisco Unified Contact Center Express 10.6 and highlights new application features and services. Sunset Learning has deployed Unified CCX labs on the latest UCS platforms using VMWare ESXi and vSphere technology. After a short review of Unified CCX architecture, basic administration and the Script Editor, the course begins with a discussion of new and changed features in UCCX. Next we provision our first application to build familiarity with call control groups, dialog groups, applications, triggers, prompt management, and the script editor. The class will then address the creation of a basic contact center to refresh knowledge of call flow, agents, teams, Cisco Agent Desktop (CAD), Cisco Supervisor Desktop (CSD), Contact Service Queues, Finesse Agent Desktops and other new capabilities offered by UCCX. Every contact center needs a series of tools to help build scripts and applications. The class will build tools to record prompts and to record and deploy emergency/status prompts. Next students will build some common subflows to manage holidays using multiple techniques. Default scripts will be built for caller troubles and system errors. Students will experience using text-to-speech as a valuable development tool to substitute for prompts while creating scripts. Next the class will explore manipulating and speaking data, working with date and time variables and manipulating and speaking dates, time and data. Students will create open/closed scripts used for manually opening and closing your contact center using XML documents and the new abbreviated X-path techniques. Students will learn to manipulate languages using the language tools in the script editor. For the rest of the week the class will conduct a master project and will build a major contact center application, deploying database routing, skills-based routing, expected wait time subflows, and caller's position in queue subflows. The labs will consider what happens when agents are logged in and ready. If agents are not ready the class will investigate how to use various overflow routing techniques. Students will spend lab time using the Cisco Desktop Administrator and the Cisco Workflow Administrator to create applications that push data to the agent desktop and cause the agent desktop to react to that data. There are optional desktop labs for those who wish extend their learning experience.
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