Tel: 1-866-777-0060 | Request For Information
Cisco UCCX Scripting Training
Gain in-depth expertise in Cisco Unified Contact Center Express (UCCX) scripting through our intensive training program. Learn how to design, build, and troubleshoot custom call flows using real-world scenarios and interactive labs. This course is ideal for engineers and administrators looking to enhance their UCCX scripting skills and prepare for advanced Cisco collaboration roles.
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
Upcoming Schedule
If you do not see any schedules, please contact us at
There are no events in the selected category
Course outline
Chapter 1: Introduction to Cisco UCCX and Core Scripting Concepts
Get started with UCCX architecture, call flows, and the foundation of scripting
-
Lesson 1: Understanding UCCX Architecture, Call Flow & Administration Tools
-
Lesson 2: What’s New in the Latest UCCX Version
-
Lesson 3: Creating and Deploying Contact Center Applications
-
Lesson 4: Navigating and Using Cisco Script Editor
-
Lesson 5: Building Your First Basic IVR Script
Chapter 2: Practical Scripting Techniques for Contact Centers
Enhance your scripting with dynamic logic and reusable building blocks
-
Lesson 1: How to Record and Integrate Audio Prompts
-
Lesson 2: Emergency & System Status Prompts Setup
-
Lesson 3: Creating and Managing Holiday Subflows
-
Lesson 4: Default Scripts for Business Continuity
-
Lesson 5: Data Manipulation and Variable Speech
-
Lesson 6: Working with Time, Date, and Business Hours
-
Lesson 7: Multilingual Scripting Techniques
-
Lesson 8: Scripting Open vs. Closed Hours Logic
Chapter 3: Help Desk Use Case Labs
Apply best practices to real-world help desk scenarios
-
Lesson 1: Designing a Help Desk Call Flow
-
Lesson 2: Implementing Best Practices in Contact Center Logic
-
Lesson 3: Expected Wait Time Notifications
-
Lesson 4: Queue Position Announcements
-
Lesson 5: Overflow Call Routing Strategies
Chapter 4: Finesse Desktop Integration and Customization
Optimize agent experience and integrate Finesse gadgets
-
Lesson 1: Managing Finesse Desktops, Teams, and Layouts
-
Lesson 2: Implementing Call Recording with Cisco MediaSense
-
Lesson 3: Integrating 3rd Party Gadgets with Finesse
-
Lesson 4: Agent Email and Web Chat Setup via Finesse
Chapter 5: Callback and Customer Experience Enhancements
Improve customer satisfaction through intelligent callback options
-
Lesson 1: Scripting Callback When Contact Center is Less Busy
-
Lesson 2: Finesse Call Variable Layouts and Session Control
-
Lesson 3: Caller-Scheduled Callback Logic
-
Lesson 4: Web-Based Callback Request Scripting
Chapter 6: Premium Application Features & Automation
Leverage advanced technologies to build smarter applications
-
Lesson 1: Using ASR (Automatic Speech Recognition) and TTS (Text to Speech)
-
Lesson 2: Leveraging XML in UCCX Scripts
-
Lesson 3: Integrating Java Objects in Scripts
-
Lesson 4: Designing Auto Attendant Call Flows
-
Lesson 5: Outbound Preview Dialer Script Integration
Chapter 7: Advanced Techniques for Power Users
Explore cutting-edge scripting options for complex scenarios
-
Lesson 1: Advanced ASR/TTS Implementation in Custom Scripts
-
Lesson 2: Extended XML-Based Application Techniques