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Advanced Contact Center Express Scripting
Advanced Contact Center Express Scripting Labs (ACCXSL) is a 5-day instructor-led, lab-intensive course 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 Finesse Administration.
What is included:
☎️ - 5-day intensive instructor-led
☎️ - 200 hours of dedicated lab access
☎️ - Dual CCIE certified instructor
☎️ - 2-year retake policy
☎️ - Study Kits included
Course Fee $3,499 USD
Buy Now Pay Later - Financing Available for US Resident/Citizen*
Split your purchase into 4 interest-free payments or choose to pay over 6 or 12 months with interest for purchases over $400.
*terms and condition apply
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Course Outline
Module 1: Overview
- Lesson 1: Review of Unified CCX Architecture, Components, Call Flow, Administration, Script Editor
- Lesson 2: New/Changed Features in Unified Contact Center Express
- Lesson 3: Provisioning an Application
- Lesson 4: Using the Script Editor
- Lesson 5: Creating a Basic Contact Center Application
Module 2: CCX Application Development Tools and Techniques
- Lesson 1: Recording Prompts
- Lesson 2: Emergency/Status Recording
- Lesson 3: Creating Holiday Subflows
- Lesson 4: Creating Default Scripts
- Lesson 5: Manipulating and Speaking Data
- Lesson 6: Manipulating Dates and Times
- Lesson 7: Manipulating Languages
- Lesson 8: Creating Open and Closed State Scripts
Module 3: Help Desk Labs
- Lesson 1: Creating a Help Desk Script
- Lesson 2: Implementing Best Contact Center Practices
- Lesson 3: Implementing Expected Wait Time Techniques
- Lesson 4: Implementing Position in Queue Techniques
- Lesson 5: Implementing Overflow Routing Techniques
Module 4: Finesse Applications
- Lesson 1: Manage Finesse Desktops and Teams
- Lesson 2: Implementing CM-Based Call Recording
- Lesson 3: Using Finesse 3rd Party Gadgets
- Lesson 4: Finesse Web Chat and Agent Email
Module 5: Caller Callback Techniques
- Lesson 1: Scripting for Caller Callback when Contact Center is Less busy
- Lesson 2: Scripting for Session Management and Using Finesse Call Variable Layouts
- Lesson 3: Scripting for Caller Callback – Scheduled by Caller
- Lesson 4: Scripting for Web-originated Callbacks
Module 6: Premium Applications
- Lesson 1: ASR/TTS Technology
- Lesson 2: XML Techniques
- Lesson 3: Java Objects
- Lesson 4: Using Auto Attendant
- Lesson 5: Outbound Preview Dialing
Module 7: Example Optional Advanced Techniques
- Lesson 1: Using ASR/TTS in Script Applications
- Lesson 2: Using XML Techniques
