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Advanced Scripting for Cisco Unified Contact Center Express v8.0 (ASCCX)

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Course Overview

Students will explore more advanced techniques in scripting and overall Cisco Unified CCX functionality. Students will implement features that extend the functionality of Cisco Unified CCX.

Course Length: 5 Days

Audience: Cisco AVVID Channel Partners and Resellers, System Engineers, Customers deploying and maintaining Cisco Unified CCX v8.0 products. Prerequisite: Cisco® Unified Contact Center Express & Unified IP IVR Deployment (UCCXD).

Prerequisites: Completion of the UCCXD course.

What You're Going To Learn

  • Understand how to properly setup and design a script with the following functions in mind
    • Prompt, document, and grammar management
    • Scripting for proper terminating and ending a script
    • Debugging
    • Abandon rates
    • Exception handling
    • Using the default script
  • Create a helpdesk script
  • Understand how to define and use skills
  • Understand and setup conditional routing
  • How to use Enterprise Data
  • How to setup and use Session Management
  • Allow for callbacks
  • Allow for callbacks while maintaining a position in queue

 

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Course Outline

1 – Cisco Unified CCX Overview / Review

  • Components
  • Definitions
  • The call flow
  • The Debug process
  • Troubleshooting Concepts

2 – Common Utilities

  • Recording Script
  • Emergency Message Recording Script
  • Time of Day and Holiday routing Sub Flows
  • LAB 2-1: Prompt Recorder Script
  • LAB 2-2: Emergency Message Recorder Script
  • LAB 2-3: Time of Day-Holiday Subflow

3 – Basic ACD Routing

  • Review ICD Steps
  • Build a Helpdesk Script
  • LAB 3-1: Help Desk Script

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