Advanced Scripting for Cisco® Unified Contact Center Express v8.0 – Course Outline

Details

(5 days)
Version 8.0

Overview

Building on the knowledge base and scripting experience learned in the UCCXD class, the student will explore more advanced techniques in scripting and overall Cisco Unified CCX functionality. During this five day class the students 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. Expect to spend time exploring the Agent Desktop Interface, Desktop Administrator and the Desktop Workflow Administrator to invoke behaviors that involve Third Party applications and web based apps like “Web Callback Option” and “Leave a Message in Queue”. There will be a major focus on Scripting and Subsystem management.

Objectives

• Understand how to properly setup and design a script with these 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

Prerequisites

• All required knowledge and skills required for Unified Contact Center Express Deployment (UCCXD)
• Completion of the UCCXD course

Who Should Attend
• Cisco AVVID Channel Partners and Resellers
• System Engineers
• Customers deploying and maintaining Cisco Unified CCX v8.0 products

What's Included

What’s included?

  • Authorized Courseware
  • Intensive Hands on Skills Development with an Experienced Subject Matter Expert
  • Hands-on practice on real Servers and extended lab support 1.800.482.3172
  • Examination Vouchers & Onsite Certification Testing- (excluding Adobe and PMP Boot Camps)
  • Academy Code of Honor: Test Pass Guarantee
  • Optional: Package for Hotel Accommodations, Lunch and Transportation

Training Solutions

With several convenient training delivery methods offered, The Academy makes getting the training you need easy. Whether you prefer to learn in a classroom or an online live learning virtual environment, training videos hosted online, and private group classes hosted at your site. We offer expert instruction to individuals, government agencies, non-profits, and corporations. Our live classes, on-sites, and online training videos all feature certified instructors who teach a detailed curriculum and share their expertise and insights with trainees. No matter how you prefer to receive the training, you can count on The Academy for an engaging and effective learning experience.

Methods

  • Instructor Led (the best training format we offer)
  • Live Online Classroom – Online Instructor Led
  • Self-Paced Video

Speak to an Admissions Representative for complete details

Schedule

StartFinishPublic PricePublic Enroll Private PricePrivate Enroll
12/25/202312/30/2023
1/15/20241/20/2024
2/5/20242/10/2024
2/26/20243/2/2024
3/18/20243/23/2024
4/8/20244/13/2024
4/29/20245/4/2024
5/20/20245/25/2024
6/10/20246/15/2024
7/1/20247/6/2024
7/22/20247/27/2024
8/12/20248/17/2024
9/2/20249/7/2024
9/23/20249/28/2024
10/14/202410/19/2024
11/4/202411/9/2024
11/25/202411/30/2024
12/16/202412/21/2024
1/6/20251/11/2025

Curriculum

Course Outline

• Course Introduction

• Cisco Unified CCX Overview / Review
◦Components
◦Definitions
◦The call flow
◦The Debug process
■Triggered Debugging
■Non Triggered Debugging
◦Troubleshooting Concepts
■The call
■The Script

• Common Utilities
◦Recording Script
◦Emergency Message Recording Script
◦Time of Day and Holiday routing Sub Flows

• Basic ACD Routing
◦Review ICD Steps
◦Build a Helpdesk Script

• Common Good Practices
◦Scripting for good prompt management
◦Proper End/Terminate Scripting
◦Scripting for Subflow debugging
◦Abandon Rates
◦Exception Handling
◦Using the Default Script
◦Check Agent Availability before and after entering queue
◦Check for call aborting before transferring call

• Database Queries
◦Database Setup
◦Database Steps

• Skills Based Routing
◦Add skills based routing
◦Route based on caller input and database query

• Advanced ACD Routing
◦Overflow Routing
◦Conditional Routing based on Agent Availability and Queue Statistics

• Non Queuing ACD Callback Methods
◦Leave Message for callback via Email
◦Leave Recorded Message for Callback via Email
◦Callback caller when Queue times decrease

• Session Management and Enterprise Data Review
◦Setup Enterprise Data
◦Implement Session Management
◦Callback caller when Agents Available

• Advanced ACD Callback Options
◦Leave Message for Agent
◦Callback caller when Agent Selected
◦Scheduled Callback

• Web Contacts Overview
◦Request Agent and Callback via Web
◦Queue Email to an Agent via Web

Lab Outline
• LAB 2-1: Prompt Recorder Script
• LAB 2-2: Emergency Message Recorder Script
• LAB 2-3: Time of Day-Holiday Subflow
• LAB 3-1: Help Desk Script
• LAB 4-1: Common Good Practices
• LAB 5-1: Database Queries
• LAB 6-1: Skills Based Routing
• LAB 7-1: Advanced ACD Routing
• LAB 8-1: Leave Message via Email (Non-Queuing)
• LAB 8-2: Leave Recorded Message via Email (Non-Queuing)
• LAB 8-3: Callback When Queue Times Lower (Non-Queuing)
• LAB 9-1: Add Enterprise Data
• LAB 9-2: Callback When Queue Times Lower (With Enterprise Data)
• LAB 10-1: Leave Queued Message
• LAB 10-2: Callback after Agent Selected
• LAB 10-3: Scheduled Callback
• LAB 11-1: Web Callback
• LAB 11-2: Web / Email Callback

*Implement Cisco Digital Media Players