Advanced Scripting for Cisco Unified Contact Center Express (ASCCX)


Course Description

Advanced Scripting for Cisco Unified Contact Center Express (ASCCX)

Advanced Scripting for Cisco Unified Contact Center Express (ASCCX) builds 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 of Advanced Scripting for Cisco Unified Contact Center Express (ASCCX) 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, 

Learning 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

Prerequisites

  • Access to a computer with these capabilities:
    • A Microsoft Windows PC (Windows Vista, Windows 7, and Windows 8) or virtual machine with full audio capabilities
    • All students are required to have administrator rights to their PCs and cannot be logged in to a domain using any group policies that will limit their machine’s capabilities 
    • Must have already installed Cisco AnyConnect VPN software and Cisco IP Communicator and/or have administrator rights to install Cisco AnyConnect VPN software and Cisco IP Communicator

Labs

1-0: Setting up your VPN and Student CIPC
2-1: Prompt Recorder
2-2: Emergency Message Recorder
3-1: Help Desk Script
4-1: Common Scripting Concepts
5-1: Database Queries
...and many more
 
For more detailed information about this course, click here.

Course Information


Length: 5 day

Format: Lecture and Lab

Delivery Method: Virtual

Max. Capacity: 12


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Related Training


Deploying Cisco Unified Contact Center Express (UCCXD)


Who Should Attend

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