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This course is intended to be a follow-on course to UCCXD v4.0 or UCCX 5.0, and completely replaces the outdated Unified Contact Center Advanced v1.0 class.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.
- 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
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