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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
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Course outline
Chapter 1: Introduction to Cisco UCCX and Core Scripting Concepts
Get started with UCCX architecture, call flows, and the foundation of scripting
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Lesson 1: Understanding UCCX Architecture, Call Flow & Administration Tools
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Lesson 2: What’s New in the Latest UCCX Version
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Lesson 3: Creating and Deploying Contact Center Applications
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Lesson 4: Navigating and Using Cisco Script Editor
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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
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Lesson 1: How to Record and Integrate Audio Prompts
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Lesson 2: Emergency & System Status Prompts Setup
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Lesson 3: Creating and Managing Holiday Subflows
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Lesson 4: Default Scripts for Business Continuity
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Lesson 5: Data Manipulation and Variable Speech
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Lesson 6: Working with Time, Date, and Business Hours
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Lesson 7: Multilingual Scripting Techniques
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Lesson 8: Scripting Open vs. Closed Hours Logic
Chapter 3: Help Desk Use Case Labs
Apply best practices to real-world help desk scenarios
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Lesson 1: Designing a Help Desk Call Flow
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Lesson 2: Implementing Best Practices in Contact Center Logic
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Lesson 3: Expected Wait Time Notifications
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Lesson 4: Queue Position Announcements
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Lesson 5: Overflow Call Routing Strategies
Chapter 4: Finesse Desktop Integration and Customization
Optimize agent experience and integrate Finesse gadgets
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Lesson 1: Managing Finesse Desktops, Teams, and Layouts
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Lesson 2: Implementing Call Recording with Cisco MediaSense
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Lesson 3: Integrating 3rd Party Gadgets with Finesse
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Lesson 4: Agent Email and Web Chat Setup via Finesse
Chapter 5: Callback and Customer Experience Enhancements
Improve customer satisfaction through intelligent callback options
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Lesson 1: Scripting Callback When Contact Center is Less Busy
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Lesson 2: Finesse Call Variable Layouts and Session Control
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Lesson 3: Caller-Scheduled Callback Logic
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Lesson 4: Web-Based Callback Request Scripting
Chapter 6: Premium Application Features & Automation
Leverage advanced technologies to build smarter applications
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Lesson 1: Using ASR (Automatic Speech Recognition) and TTS (Text to Speech)
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Lesson 2: Leveraging XML in UCCX Scripts
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Lesson 3: Integrating Java Objects in Scripts
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Lesson 4: Designing Auto Attendant Call Flows
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Lesson 5: Outbound Preview Dialer Script Integration
Chapter 7: Advanced Techniques for Power Users
Explore cutting-edge scripting options for complex scenarios
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Lesson 1: Advanced ASR/TTS Implementation in Custom Scripts
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Lesson 2: Extended XML-Based Application Techniques