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Advanced Contact Center Express Scripting Labs (ACCXSL)
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COURSE INFORMATION
Advanced Contact Center Express Scripting Labs (ACCXSL) Course Overview:
The Advanced Contact Center Express Scripting Labs v10.6 (ACCXSL) course is intended for experienced Unified Contact Center Express (CCX) administrators who need in-depth knowledge advanced scripting techniques using complex script steps to resolve sophisticated contact center requirements. This course addresses the steps in the Script Editor pallet as well as scripting techniques involving databases, HTTP, XML, VXML, Java Objects, and Desktop Administration.
This course is intended to be a follow-on course to Deploying Cisco Unified Contact Center Express (UCCX), and completely replaces the outdated Unified Contact Center Advanced v1.0 class. ACCXSL introduces updated best practices, sophisticated steps, and modern concepts for deploying advanced contact center applications and techniques.
Who Should Attend:
- Experience Unified CCX Engineers and administrators charged with building applications
- Anyone who has attended UCCX and requires more hands-on training on advanced features and troubleshooting
Advanced Contact Center Express Scripting Labs (ACCXSL) Course Prerequisites:
Before attending this course, you must have the following:
- Deploying Cisco Unified Contact Center Express (UCCX) course or equivalent knowledge
- Some UCCX additional field experience
Advanced Contact Center Express Scripting Labs (ACCXSL) Course Objectives:
After successfully completing this course, you will be able to:
- Describe the Unified CCX product architecture, components, call flow, and general administration techniques
- Describe and apply new Unified CCX features
- Install and use the CCX Script Editor to create and debug scripts
- Provision and test CCX script applications
- Create application development tools for recording prompts, emergency prompts
- Create administrative tools to open and close contact centers
- Create useful subflow scripts to determine if today is a holiday
- Manipulate and speak dates, times, and data
- Deploy and manipulate languages within script applications
- Create a fully-functional help desk application using best practices
- Display important enterprise data on the Cisco Agent Desktop
- Creatively use the Cisco Desktop Administrator and the Cisco Desktop Workflow Administrator
- Create and deploy subflow scripts to announce estimated wait times, position in queue
- Invoke exception handling when a script throws an error
- Implement overflow routing techniques
- Create and deploy multiple caller callback techniques
- Describe XML technology as it is deployed in a contact center
- Implement Java objects acquired from the public domain
- Troubleshoot CCX applications and scripts
Advanced Contact Center Express Scripting Labs (ACCXSL) Course Outline:
Module 1: Unified CCX Product Overview
- Review of Unified CCX Architecture, Components, Call Flow, Administration, Script Editor
- New/Changed Features in Unified Contact Center Express
- Provisioning an Application
- Using the Script Editor
- Creating a Basic Contact Center Application
- Module 1 Labs:
- Lab 1: Provision Your First Application
- Lab 2: Using the CCX Script Editor
- Lab 3: Create a Basic Contact Center Application
Module 2: CCX Application Development Tools
- Recording Prompts
- Emergency/Status Recording
- Creating Holiday Subflows
- Creating Default Scripts
- Manipulating and Speaking Data
- Manipulating Dates and Times
- Creating Open and Closed State Scripts
- Manipulating Languages
- Module 2 Labs:
- Lab 1: Recording Prompts
- Lab 2: Add Emergency/Status Recordings
- Lab 3: Create Holiday Subflows
- Lab 4: Create Default Scripts
- Lab 5: Manipulate and Speak Data
- Lab 6: Manipulate Dates and Time
- Lab 7: Create Open/Closed State Script
- Lab 8: Manipulate Languages
Module 3: Help Desk Labs
- Creating a Help Desk Script
- Implementing Best Contact Center Practices
- Implementing Best Practices: Agent is Not Ready
- Implementing Overflow Routing Techniques
- Module 3 Labs:
- Lab 1: Create a Help Desk Script
- Lab 2: Implement Best Contact Center Practices
- Lab 3: Implement Expected Wait Time
- Lab 4: Implement Position In Queue Techniques
- Lab 5: Implement Overflow Routing Techniques
Module 4: Displaying Enterprise Data in CAD
- Using the Desktop Workflow Administrator
- Using the Desktop Administrator
- Module 4 Labs:
- Lab 1: Display Enterprise Data in CAD
- Lab 2: Use HTTP Actions to Retrieve Customer Records
Module 5: Caller Callback Techniques
- Implementing Caller Callback when Contact Center is less busy
- Implementing Caller Callback – Scheduled by Caller
- Implementing Web-originated Callbacks
- Module 5 Labs:
- Lab 1: Implement Caller Callback – When Contact Center is Less Busy
- Lab 2: Implement Session Management and Enterprise Data for Callback
- Lab 3: Implement Caller Callback – Scheduled
- Lab 4: Implement Web-originated Callbacks
Module 6: Premium Applications
- ASR/TTS Technology
- XML Techniques
- Java Objects
- Using Auto Attendant
- Outbound Preview Dialing
- Module 6 Labs:
- Lab 1: Deploying Cisco Finesse for UCCX
- Lab 2: Implementing Unified CM – Based MediaSense Call Recording
- Lab 3: Using Finesse 3rd Party Gadgets
- Lab 4: Configuring Finesse Web Chat
Module 7: Example Optional Advanced Techniques
- Implementing Whisper Functions
- Example Horoscope Application
- Module 7 Labs:
- Lab 1: Use ASR/TTS in Applications
- Lab 2: Implement XML Techniques
- Lab 3: Implement Java Objects
- Lab 4: Use Auto Attendant
- Lab 5: Implement Outbound Preview Dialing
- Lab 6: Implement Whisper
- Lab 7: Implement a Horoscope Application
