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

Training for Your Group

  • Private class for your team
  • Online or on-location
  • Fully customizable course material
  • Onsite testing available

Training for Individuals


  • Live, Instructor-led training
  • Expert instructors
  • Hands-on instruction

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


Register for an Upcoming Date

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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

What to Expect at LeapFox

Knowledgeable Instructors

Our instructors are certified professionals. They are trained on the latest features and how to get the most out of software programs.

Hands-on Labs

No boring lectures! Our courses are designed to give students lots of time to practice what they are learning with hands-on exercises and projects.

Bounce Back Pass

Retake any public course as many times as you like for up to one year for classroom live classes and six months for remote live courses.

Certificate of Completion

Receive a certificate of completion at the end of every course.

Up-to-date Curriculum

Each course comes with a helpful and up-to-date ebook which will contain instruction and practice exercises.

Time Saving Tips N Tricks

In each course, your instructor will show you tips and tricks that will save you time and make you more efficient.

Friendly and Helpful Staff

Our staff is dedicated to your success. Each team member is trained to provide the absolute best customer service possible.

Satisfaction Guarantee

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