Cisco® Advanced Scripting for Cisco® Unified Contact Center Express v8.0 (ASCCX)

Course Overview

Students will explore more advanced techniques in scripting and overall Cisco Unified CCX functionality. Students will implement features that extend the functionality of Cisco Unified CCX.

Who Should Attend

Cisco AVVID Channel Partners and Resellers, System Engineers, Customers deploying and maintaining Cisco Unified CCX v8.0 products. Prerequisite: Cisco® Unified Contact Center Express & Unified IP IVR Deployment (UCCXD).

Course Outline

1 - Cisco Unified CCX Overview / Review

  • Components
  • Definitions
  • The call flow
  • The Debug process
  • Troubleshooting Concepts

2 - Common Utilities

  • Recording Script
  • Emergency Message Recording Script
  • Time of Day and Holiday routing Sub Flows
  • LAB 2-1: Prompt Recorder Script
  • LAB 2-2: Emergency Message Recorder Script
  • LAB 2-3: Time of Day-Holiday Subflow

3 - Basic ACD Routing

  • Review ICD Steps
  • Build a Helpdesk Script
  • LAB 3-1: Help Desk Script

4 - Common Good Practices

  • Scripting for good prompt management
  • Proper End/Terminate Scripting
  • Scripting for Subflow debugging
  • Abandon Rates
  • Exception Handling
  • Using the Default Script
  • Check Agent Availability before and after entering queue
  • Check for call aborting before transferring call
  • LAB 4-1: Common Good Practices

5 - Database Queries

  • Database Setup
  • Database Steps
  • LAB 5-1: Database Queries

6 - Skills Based Routing

  • Add skills based routing
  • Route based on caller input and database query
  • LAB 6-1: Skills Based Routing

7 - Advanced ACD Routing

  • Overflow Routing
  • Conditional Routing based on Agent Availability and Queue Statistics
  • LAB 7-1: Advanced ACD Routing

8 - Non Queuing ACD Callback Methods

  • Leave Message for callback via Email
  • Leave Recorded Message for Callback via Email
  • Callback caller when Queue times decrease
  • LAB 8-1: Leave Message via Email (Non-Queuing)
  • LAB 8-2: Leave Recorded Message via Email (Non-Queuing)
  • LAB 8-3: Callback When Queue Times Lower (Non-Queuing)

9 - Session Management and Enterprise Data Review

  • Setup Enterprise Data
  • Implement Session Management
  • Callback caller when Agents Available
  • LAB 9-1: Add Enterprise Data
  • LAB 9-2: Callback When Queue Times Lower (With Enterprise Data)

10 - Advanced ACD Callback Options

  • Leave Message for Agent
  • Callback caller when Agent Selected
  • Scheduled Callback
  • LAB 10-1: Leave Queued Message
  • LAB 10-2: Callback after Agent Selected
  • LAB 10-3: Scheduled Callback

11 - Web Contacts Overview

  • Request Agent and Callback via Web
  • Queue Email to an Agent via Web
  • LAB 11-1: Web Callback
  • LAB 11-2: Web / Email Callback

Enroll Today

This is a 5-day class

Price: $3,495.00
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ILT Instructor‑Led Training


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