About this Course

Advanced Contact Center Express Scripting Labs v9.0 (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 Desktop Administration.

This course is intended to be a follow-on course to UCCXD v4.0 or UCCX 5.0, and completely replaces the outdated Unified Contact Center Advanced v1.0 class. ACCXSL introduces updated best practices, sophisticated steps, and modern concepts for deploying advanced contact center applications and techniques.

The class utilizes Cisco Unified Contact Center Express 9.0 and highlights new application features and services. Sunset Learning has deployed Unified CCX labs on the latest UCS platforms using VMWare ESXi and vSphere technology.

Audience Profile

• Experience Unified CCX Engineers and administrators charged with building applications.
• Anyone who has attended UCCXD v4.0 or UCCX 5.0 who requires more hands-on training on advanced features and troubleshooting

At Course Completion

After completing this course, students will be able to:

• Describe the Unified CCX product architecture, components, call flow, and general administration techniques
• Describe and apply new Unified CCX v9.0 features
• Install and use the CCX Script Editor to create and debug scripts
• Provision and test CCX script applications
• Create application development tools for recording prompts, emergency prompts
• Create administrative tools to open and close contact centers
• Create useful subflow scripts to determine if today is a holiday
• Manipulate and speak dates, times, and data
• Deploy and manipulate languages within script applications
• Create a fully-functional help desk application using best practices
• Display important enterprise data on the Cisco Agent Desktop
• Creatively use the Cisco Desktop Administrator and the Cisco Desktop Workflow Administrator
• Create and deploy subflow scripts to announce estimated wait times, position in queue
• Invoke exception handling when a script throws an error
• Implement overflow routing techniques
• Create and deploy multiple caller callback techniques
• Descript XML technology as it is deployed in a contact center
• Implement Java objects acquired from the public domain
• Troubleshoot CCX applications and scripts

Prerequisites

To fully benefit from this course, students should have the following prerequisite skills and knowledge:

• UCCXD v4.0 or UCCX 5.0 training or equivalent knowledge
• Some UCCX additional field experience

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 v11.0
• 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 2: Scripting for Caller Callback - Scheduled by Caller
• Lesson 3: 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

LABS:
       
Module 1:  Overview

• Lab 1-1  Provision Your First Application                       
• Lab 1-2  Using the CCX Script Editor                                               
• Lab 1-3:  Create a Basic Contact Center Application    

Module 2:  Application Development Tools and Techniques

• Lab 2-1: Recording Prompts                                                             
• Lab 2-2: Add Emergency/Status Recordings                   
• Lab 2-3:  Create Holiday Subflows                                   
• Lab 2-4:  Create Default Scripts                                       
• Lab 2-5:  Manipulate and Speak Data                             
• Lab 2-6:  Manipulate Dates and Time                             
• Lab 2-7:  Manipulate Languages
• Lab 2-8:  Create Open/Closed State Script

Module 3:  Help Desk Labs

• Lab 3-1:  Create a Help Desk Script                 
• Lab 3-2:  Implement Best Contact Center Practices
• Lab 3-3:  Implement Expected Wait Time
• Lab 3-4:  Implement Position In Queue Techniques
• Lab 3-5:  Implement Overflow Routing Techniques

Module 4:  Finesse Applications

• Lab 4-1:  Manage Finesse Desktops, Teams
• Lab 4-2:  Implementing Unified CM - Based MediaSense Call Recording
• Lab 4-3:  Using Finesse 3rd Party Gadgets
• Lab 4-4: Configuring Finesse Web Chat and Agent Email

 Module 5:  Caller Callback Techniques

• Lab 5-1: Implement Caller Callback - When Contact Center is Less Busy
• Lab 5-2: Implement Session Management and Finesse Call Variable Layouts for Callback
• Lab 5-3: Implement Caller Callback - Scheduled
• Lab 5-4: Implement Web-originated Callbacks

Module 7:  Additional Application Techniques

• Lab 7-1: Using ASR/TTS in Script Applications
• Lab 7-2: Implement XML Techniques