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

4.6 out of 5 rating

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Duration

5 Days

30 CPD hours

About this course

This course is intended for 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, and Customers deploying and maintaining Cisco Unified CCX

Overview

Upon successful completion of this course, students will be able to create utilize advanced techniques in scripting and Cisco Unified CCX functionality

Description

The student will explore advanced techniques in scripting and Cisco Unified CCX functionality. During this five day class students will use advanced scripting to implement features that extend the functionality of Cisco Unified CCX.

Cisco Unified CCX Overview
  • Components of the Cisco Unified CCX Environment.
  • Gateways.
  • Routers.
  • Cisco Unified Communications Manager.
  • Cisco Unified CCX.
  • Script Editor.
  • Cisco Finesse.
  • Cisco Unified Intelligence Center.
  • Cisco Unified CCX Agent.
  • External Servers.
  • Cisco Unified CCX System Cluster Components.
  • Engine.
  • Database Server.
  • Call Flow Terms.
  • The Call Flow.
  • The Debug Process Reactive.
  • Non-Reactive
Prompt Recording Utilities
  • Prompt Recorder
  • Emergency Message Recorder
Basic ACD Routing
  • Review Script Steps used in a Simple ACD Routing Script.
  • Resource Group Routing.
  • Defining the Contact Service Queue.
  • Create a Simple ACD routing script
Common Scripting Concepts
  • Prompt Management.
  • Using the Default Script.
  • Terminating a Call and Ending a Script.
  • Abandon Rates.
  • Exception Handling.
  • Script Interruptions.
  • Check Agent Availability before and after entering queue.
  • Using Java Methods for Holiday and Time of Day routing
Accessing an External Database
  • Database architecture and supported databases.
  • Setting up the Database Subsystem.
  • Using Database script steps
Skills Based Routing
  • Appling skills to agents.
  • Defining the Contact Service Queue.
  • Specifying the CSQ in the Script
Advanced ACD Routing
  • Overflow Routing.
  • When to Overflow.
  • How to get the Data Needed for Making Decisions.
  • Describe Methods of Overflowing
Basic ACD Callback Options
  • Setup the Email Subsystem.
  • Script for Email Notification.
  • Script for Leaving a Recorded Message.
  • Script for Callback when Queue Times have Decreased
Enterprise Data and Session Management
  • Define Enterprise Data in Cisco Finesse.
  • Define a Call Variable Layout in Cisco Finesse.
  • Define ECC Variables in the script editor.
  • Set Enterprise Data in the script.
  • Define Session Management.
  • Setup Session Management.
  • Use Session Management to Pass Variable Information Between Scripts
Advanced ACD Callback Options
  • Leave Queued Message with an Option for Callback.
  • Scheduled Callback
Additional course details:

Nexus Humans Cisco Advanced Scripting for Cisco Unified Contact Center Express v11.0 (ASCCX) training program is a workshop that presents an invigorating mix of sessions, lessons, and masterclasses meticulously crafted to propel your learning expedition forward.

This immersive bootcamp-style experience boasts interactive lectures, hands-on labs, and collaborative hackathons, all strategically designed to fortify fundamental concepts.

Guided by seasoned coaches, each session offers priceless insights and practical skills crucial for honing your expertise. Whether you're stepping into the realm of professional skills or a seasoned professional, this comprehensive course ensures you're equipped with the knowledge and prowess necessary for success.

While we feel this is the best course for the Cisco Advanced Scripting for Cisco Unified Contact Center Express v11.0 (ASCCX) course and one of our Top 10 we encourage you to read the course outline to make sure it is the right content for you.

Additionally, private sessions, closed classes or dedicated events are available both live online and at our training centres in Dublin and London, as well as at your offices anywhere in the UK, Ireland or across EMEA.

Training Insurance Included!

When you organise training, we understand that there is a risk that some people may fall ill, become unavailable. To mitigate the risk we include training insurance for each delegate enrolled on our public schedule, they are welcome to sit on the same Public class within 6 months at no charge, if the case arises.

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