Advanced Scripting for Cisco Unified Contact Center Express (ASCCX v11.0)

Description

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

Lesson 1: Cisco Unified CCX Overview

Lesson 2: Prompt Recording Utilities

Lesson 3: Basic ACD Routing

Lesson 4: Common Scripting Concepts

Lesson 5: Accessing an External Database

Lesson 6: Skills Based Routing

Lesson 7: Advanced ACD Routing

Lesson 8: Basic ACD Callback Options

Lesson 9: Enterprise Data and Session Management

Lesson 10: Advanced ACD Callback Options