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

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.

What people say about us

Booking process was very easy. Once initial contact was made everything happened smoothly.

Pfizer

Great course yesterday and can’t give enough amazing feedback for John. I’ve never had a teacher hold attention of a class from start to finish, but yesterday he did this.

Jennifer O'Connor

Vistra

Alan delivered the training in an easy to understand and pleasant manner which was broken down into manageable chunks with an appropriate number of breaks to give folk time away from their laptops and screens. It is never easy to do 2 days of training on a fairly in-depth subject involving Software even in a classroom environment and remaining focused and engaged so doing it remotely adds another level of complexity, but I have to say that personally this was one of the best Training Events that I have attended for some years. I have gained so much knowledge of MS Project and it will certainly make my job easier going forward.

A large part of what I gained has to be credited to Alan’s manner and delivery and I should be grateful if you could pass on my thanks to him.

Also, the support, together with joining instructions & training literature etc from Nexus Human has been excellent – thank you for that. I intend feeding that back to our People and ICT Teams too

Nexus Human - Project class

December 2023

This was my 2nd course with Nexus Human and I enjoy the format of the courses.
This was very well-run, the instructor was superb and i will get a lot of benefit from having access for the next 6 months, I look forward to the next course.

Cathal

Kerry, Ireland

I would like to thank the staff of Nexus Human, who were very helpful, prompt, friendly and professional in helping me attain my Microsoft certification. I would like to thank Abdul in particular for his guidance during the course and commend him on his knowledge of software development.

Paul

ITC Group
Dublin

This is the 3rd course I have done with Arun. He is very helpful and always supportive if I have other questions outside the lecture parameters. I have already recommended him and Nexus Human to work colleges and would do so again after this course.

Philip

Nexus Human Classroom Student

The instructor was excellent. Was willing to field any questions we had and deal with our specific queries.

Excel student

The class just finished and I just wanted to mention to you that it was absolutely amazing. The quality of the training had very high standards, the trainer explained amazingly well and we actually practiced (did) all the steps. It was not learning by watching a presentation but by actually doing. The training has been delivered from Atlanta (US) and I cannot wait to go tomorrow in the office and recommend it. The connection and the lab environment were running perfectly.
Once again thank you very much and looking forward for the next trainings scheduled. Enrolling via Nexus Human was the perfect choice.

Cristina, Nexus Human IT Course Attendee

Firstly I would like to say thanks, I found the course I sat yesterday extremely beneficial and the instructor was fantastic, she was enthusiastic and engaging and I would highly recommend the course to friends and colleagues. The post class services are also excellent!

Adobe Student

Sharon was lovely and has a fantastic knowledge. Honestly I didn't think I needed part 1 but I am SO glad I came. Thank you. Will be back in for part 2.

Nexus Human Student

Excellent interaction and answered all of my questions. Looking forward to being able to apply some of the tips and features learned today which hopefully should have real impact on some of the more time consuming tasks currently encountered.

Nexus Human Power BI Attendee

Brilliant
Wonderful teacher
Course presented extremely well indeed

Nexus Human Student feedback

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