ASCCX - Advanced Scripting for Cisco Unified Contact Center Express v8.0

Building on the knowledge base and scripting experience learned in UCCX, you will explore more advanced techniques in scripting and overall Cisco Unified CCX functionality. You will learn how 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. You will also learn about the Agent Desktop Interface, Desktop Administrator, and the Desktop Workflow Administrator to invoke behaviors that involve third-party applications and web-based apps such as "Web Callback Option" and "Leave a Message in Queue." Scripting and subsystem management is also covered.

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1. Course Introduction

2. Cisco Unified CCX Overview / Review

Components
Definitions
The Call Flow
The Debug Process
- Triggered Debugging
- Non Triggered Debugging
Troubleshooting Concepts
- The Call
- The Script

3. Common Utilities

Recording Script
Emergency Message Recording Script
Time of Day and Holiday Routing Sub Flows

4. Basic ACD Routing

Review ICD Steps
Build a Helpdesk Script

5. 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

6. Database Queries

Database Setup
Database Steps

7. Skills Based Routing

Add Skills Based Routing
Route Based on Caller Input and Database Query

8. Advanced ACD Routing

Overflow Routing
Conditional Routing Based on Agent Availability and Queue Statistics

9. Non Queuing ACD Callback Methods

Leave Message for Callback via Email
Leave Recorded Message for Callback via Email
Callback Caller When Queue Times Decrease

10. Session Management and Enterprise Data Review

Setup Enterprise Data
Implement Session Management
Callback Caller When Agents Available

11. Advanced ACD Callback Options

Leave Message for Agent
Callback Caller When Agent Selected
Scheduled Callback

12. Web Contacts Overview

Request Agent and Callback via Web
Queue Email to an Agent via Web

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ASCCX - Advanced Scripting for Cisco Unified Contact Center Express v8.0

Virtual Classroom Live Outline

1. Course Introduction

2. Cisco Unified CCX Overview / Review

3. Common Utilities

4. Basic ACD Routing

5. Common Good Practices

6. Database Queries

7. Skills Based Routing

8. Advanced ACD Routing

9. Non Queuing ACD Callback Methods

10. Session Management and Enterprise Data Review

11. Advanced ACD Callback Options

12. Web Contacts Overview

Virtual Classroom Live Labs

Lab 1: Prompt Recorder Script

Lab 2: Emergency Message Recorder Script

Lab 3: Time of Day and Holiday Subflow

Lab 4: Help Desk Script

Lab 5: Common Good Practices

Lab 6: Database Queries

Lab 7: Skills Based Routing

Lab 8: Advanced ACD Routing

Lab 9: Leave Message via Email (Non-Queuing)

Lab 10: Leave Recorded Message via Email (Non-Queuing)

Lab 11: Callback When Queue Times Lower (Non-Queuing)

Lab 12: Add Enterprise Data

Lab 13: Callback When Queue Times Lower (with Enterprise Data)

Lab 14: Leave Queued Message

Lab 15: Callback after Agent Selected

Lab 16: Scheduled Callback

Lab 17: Web Callback

Lab 18: Web / Email Callback

Course Delivery