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ASCCX Training
About This IT Training:
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Advanced Scripting for Cisco Unified Contact Center Express (ASCCX)
Training
Advance Scripting for Cisco Unified Contact Center Express (ASCCX) v11.0
is a five-day training course. This course builds on the knowledge
base and scripting experience learned in the UCCXD class, you will
explore more advanced techniques in scripting and overall Cisco Unified
CCX functionality. During this five day class you 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. You 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, external database access, various
callback scenarios such as non-queuing, queuing, and scheduled
callbacks, defining and using enterprise data, passing data from one
script to another using session management, and much more. Additionally,
since this class focuses on complex scripting concepts, it requires you
to learn more about fundamental scripting requirements such as data
manipulation and formatting, using variables and array variables, and
using Java programming methods.
What's Included
- Comprehensive study materials, including official Cisco courseware
- Remote lab access
Prerequisites
- Knowledge and skills equivalent to those learned in Unified Contact Center Express Deployment (UCCXD)
Course
Objectives
After completing this course, you will be able to:
- 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
- Exception handling
- Check Agent Availability before and after entering queue
- Using Java Methods for Holiday and Time of Day routing
- Setup access and use an external database
- Define and use skills
- Script for conditional routing
- Script for basic callback scenarios
- Setup and use enterprise data and session management
- Script for queuing and scheduled callback scenarios
Course
Outline
Module 1: 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
Module 2: Prompt Recording Utilities
- Prompt Recorder
- Emergency Message Recorder
Module 3: Basic ACD Routing
- ReviewScript Steps used in a Simple ACD Routing Script
- Resource Group Routing
- Defining the Contact Service Queue
- Create a Simple ACD routing script
Module 4: 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
Module 5: Accessing an External Database
- Database architecture and supported databases
- Setting up the Database Subsystem
- Using Database script steps
Module 6: Skills Based Routing
- Appling skills to agents
- Defining the Contact Service Queue
- Specifying the CSQ in the Script
Module 7: Advanced ACD Routing
- Overflow Routing
- When to Overflow
- How to get the Data Needed for Making Decisions
- Describe Methods of Overflowing
Module 8: 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
Module 9: 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
Module 10: Advanced ACD Callback Options
- Leave Queued Message with an Option for Callback
- Scheduled Callback
Labs
Lab 1: Prompt Recorder
Lab 2: Emergency Message Recorder
Lab 3: Help Desk Script
Lab 4: Common Scripting Concepts
Lab 5: Database Queries
Lab 6: Skills Based Routing
Lab 7: Advanced ACD Routing
Lab 8: Use Email Notification
Lab 9: Leave Recorded Message via Email
Lab 10: Callback When Queue Times Decrease
Lab 11: Enterprise Data
Lab 12: Session Management
Lab 13: Leave Queued Message with an Option for Callback
Lab 14: Scheduled Callback
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CIS-TR-ASCCX-01