---

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

 

 Looking for UCCX Scripting course? click here

Course Fee $3,495 USD

Course Outline

Cisco Unified CCX

• Relationship between the Unified CCX platform and the three products it supports
• Three Cisco products supported by the Unified CCX engine platform
• Unified CCX hardware and software components to include all server types, standby deployments, and scalability 
• New and improved functions of the three Unified CCX products to include Unified CCX v11.0

 

2. Designing and Ordering

• Properly size the Unified CCX products by using calculators provided by Cisco 
• Properly order Unified CCX products using the Unified CCX configuration and ordering tool 
• Network considerations surrounding a Unified CCX deployment 
• Using the Solution Reference Network Design for Cisco Unified CCX and Cisco Unified IP IVR and other documents to support a Unified CCX design and deployment

 

3. Installation and Configuration

• Installing Unified CCX software on all servers in a cluster 
• Activating and configuring all components in a CCX cluster 
• Configuring and testing a simple CCX Script Application 
• Troubleshooting installations using log files

 

4. Unified CCX Editor

• Navigate the Unified CCX Editor functionality 
• Creating, deleting, and editing variables 
• Saving and uploading valid scripts to the repository 
• Performing the debug process to test a script 
• Troubleshooting an application and script using trace files

 

5. Basic Unified CCX Editor Steps

• Creating a simple script workflow to answer a call 
• Adding comments to identify and explain the script and subsequent groups of steps 
• Playing voice prompts to share information or instructions with callers 
• Terminating and ending a call 
• Validate, save as, upload, refresh, and debug a script

 

6. Caller and System Inputs

• Collecting information from a caller by presenting a list of choices using the menu step
• Collecting digits from a caller by using the Get Digit String step 
• Getting information from the system to alter the logic of the call flow 
• Validate, save as, upload, refresh, and debug the script

 

7. Database Access

• Connecting to a database 
• Reading and getting information from the database by creating a SQL query within a script step 
• Referencing database locations 
• Writing information to a SQL database 
• Closing the database connection and terminating database resources

 

8. Logical Operations

• Applying Boolean logic in scripts 
• Creating and modifying counters 
• Creating and managing timing loops 
• Redirecting script logic based on the evaluation of “If” statements 
• Using call subflows as reusable scripts 
• Creating specialized prompts

 

9. Caller Transfers

• Creating day-of-week and time-of-day ranges for different handling 
• Transferring calls to various extensions as a function of day and time 
• Getting information associated with a call
• Designating calls as completed for reporting 
• Determining if the caller has hung up 
• Determining if today is a holiday

 

10. Configuring Unified CCX

• Cisco Unified CCX product, features, and capabilities 
• Configuring Unified CCX on the CUCM and CCX server

 

11. Finesse Product Suite

• Configuring Finesse Agent Desktop and Finesse Supervisor Desktop 
• Testing the Finesse Agent Desktop and Finesse Supervisor Desktop configurations 
• Examining the IP Phone Agent

 

12. Unified CCX Script Techniques

• Defining and using Unified CCX Editor Unified CCX steps 
• Testing a sample application using the Unified CCX steps in the Unified CCX Editor

 

13. Finesse Administrator

• Configuring the Unified CCX enterprise data using the Finesse Desktop Administrator 
• Configuring work flows, personnel, and teams 
• Creating screen pops and macros 
• Creating wrap-up codes

 

14. Outbound Dialer and Agent Chat

• Examine Outbound Dialer

 

15. Session Management

• Examine Session Management to retrieve information from a previous call

 

16. Media Resource Control Protocol (MRCP) Speech Technologies

• Examine Nuance ASR and TTS servers

 

17. Reporting

• Accessing and analyzing real-time reports 
• Configure Cisco Unified Intelligence Center (CUIC) historical reporting 
• Accessing and analyzing historical reports

 

18. Servicing and Troubleshooting

• Traces and logs