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Cisco UCCX Advanced Scripting Training

Cisco UCCX Advanced Scripting

Cisco UCCX Advanced Scripting Training Building on the knowledge base and scripting experience learned in UCCX, you will explore more advanced techniques in scripting and overall Cisco Unified CCX functionality. You will learn how to implement features that extend the functionality of Cisco Unified CCX using many of the tools that are already available in the premium version of the product. You will also learn about the Agent Desktop Interface, Desktop Administrator, and the Desktop Workflow Administrator to invoke behaviors that involve third-party applications and web-based apps such as "Web Callback Option" and "Leave a Message in Queue." Scripting and subsystem management is also covered.

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Course Information

Course Fee: $3,995 USD
  • 5 Days Instructor-led Training
  • 200 Hours of Lab Access after Training
  • Free Retake Upto 2 Until You Pass
  • Study Materials Included
  • Can't Travel? Attend Online or Onsite
  • 3 or More? We can come to your location, anywhere in the world

What You Will Learn?

    • Planning and deploying a Cisco Unified CCX system version 11.0
    • Telephony and media configuration for deployment with CUCM
    • Scripting techniques and best practices
    • Scripting operations including greeting, prompt and collect, caller input, database queries, and logic
    • Time-of-day and holiday operations
    • Queue management and best practices for queuing
    • Finesse Agent, Finesse Supervisor, and Finesse Administrator
    • Cisco IP Phone Agent
    • Session Management
    • CUIC and real-time reporting
    • Remote Monitoring
    • Outbound preview dialing
    • TTS and ASR
    • Real-Time Monitoring
    • Disaster recovery

    Outline

    1. Course Introduction
    2. Cisco Unified CCX Overview / Review
    Components
    Definitions
    The Call Flow
    The Debug Process
    Triggered Debugging
    Non Triggered Debugging
    Troubleshooting Concepts
    The Call
    The Script
    3. Common Utilities
    Recording Script
    Emergency Message Recording Script
    Time of Day and Holiday Routing Sub Flows
    4. Basic ACD Routing
    Review ICD Steps
    Build a Helpdesk Script
    5. 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
    6. Database Queries
    Database Setup
    Database Steps
    7. Skills Based Routing
    Add Skills Based Routing
    Route Based on Caller Input and Database Query
    8. Advanced ACD Routing
    Overflow Routing
    Conditional Routing Based on Agent Availability and Queue Statistics
    9. Non Queuing ACD Callback Methods
    Leave Message for Callback via Email
    Leave Recorded Message for Callback via Email
    Callback Caller When Queue Times Decrease
    10. Session Management and Enterprise Data Review
    Setup Enterprise Data
    Implement Session Management
    Callback Caller When Agents Available
    11. Advanced ACD Callback Options
    Leave Message for Agent
    Callback Caller When Agent Selected
    Scheduled Callback
    12. Web Contacts Overview
    Request Agent and Callback via Web
    Queue Email to an Agent via Web

    Lab Outline

    Lab 1: Prompt Recorder Script
    Lab 2: Emergency Message Recorder Script
    Lab 3: Time of Day and Holiday Subflow
    Lab 4: Help Desk Script
    Lab 5: Common Good Practices
    Lab 6: Database Queries
    Lab 7: Skills Based Routing
    Lab 8: Advanced ACD Routing
    Lab 9: Leave Message via Email (Non-Queuing)
    Lab 10: Leave Recorded Message via Email (Non-Queuing)
    Lab 11: Callback When Queue Times Lower (Non-Queuing)
    Lab 12: Add Enterprise Data
    Lab 13: Callback When Queue Times Lower (with Enterprise Data)
    Lab 14: Leave Queued Message
    Lab 15: Callback after Agent Selected
    Lab 16: Scheduled Callback
    Lab 17: Web Callback
    Lab 18: Web / Email Callback

    Pre-Requisites

    • Working knowledge of fundamental terms and concepts of computer networking, including LANs, WANs, and IP switching and routing 
    • Basic knowledge of CUCM
    • Basic knowledge of contact center operations 
    • Familiarity with Microsoft desktop applications and SQL database operations

    Why VoiceBootcamp?

    • US Air Force

      US Air Force

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    • US Navy

      US Navy

      VoiceBootcamp delivers training to US Navy on Cisco Collaboration in Virginia, USA

    • Dubai, UAE

      Dubai, UAE

      VoiceBootcamp delivers training Dubai, UAE

    • Toronto, Canada

      Toronto, Canada

      Toronto, Office

    • Bangalore, India

      Bangalore, India

      Deliver CCIE Collaboration Training in Bangalore, India

    Contact Us

    •  1810 E. Sahara Ave. Suite 223, Las Vegas, NV, 89104, USA
    • +1-877-252-3340
    • Contact Us
    • This email address is being protected from spambots. You need JavaScript enabled to view it.