Cisco UCCX Advanced Scripting Training

Course Code: 1024-04-02 - Exam Code:

Cisco UCCX Advanced Scripting Training 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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Course Information

  • Course Fee:          Classroom - $3,495 Live Online - $2,995
  • Course Length:       5 Days - Language: English
  • Course Duration:    9:30 AM to 5:30 PM
  • Delivery Method:    Instructor-led Classroom or Remote/WebEx
  • Cisco Learning Credit - Not Accepted

What is included?

  • 5 Days Instructor-led Training
  • Attend In Classroom or Remote
  • Study kits included
  • 100 Hours of Free Lab Access
  • Free retake the class upto  2 years
Request For Information

Cisco Contact Center Special 

Take Any 3 Cisco Contact Center Courses - for $3,995

Mix and Match - Your choice (any 5 Day courses)

Valid for 3 years. Offer Expires Oct 31, 2019

Schedules

What You Will Learn?

  • Planning and deploying a Cisco Unified CCX system version 11.0
  • Telephony and media configuration for deployment with CUCM
  • Scripting techniques and best practices
  • Scripting operations including greeting, prompt and collect, caller input, database queries, and logic
  • Time-of-day and holiday operations
  • Queue management and best practices for queuing
  • Finesse Agent, Finesse Supervisor, and Finesse Administrator
  • Cisco IP Phone Agent
  • Session Management
  • CUIC and real-time reporting
  • Remote Monitoring
  • Outbound preview dialing
  • TTS and ASR
  • Real-Time Monitoring
  • Disaster recovery

Course Outline

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

Lab Outline

    • 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

Prerequisites

  • Basic computer literacy
  • Basic PC operating system navigation skills
  • Basic Internet usage skills
  • Basic address knowledge

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