Cisco UCCX Scripting Training

Gain in-depth expertise in Cisco Unified Contact Center Express (UCCX) scripting through our intensive training program. Learn how to design, build, and troubleshoot custom call flows using real-world scenarios and interactive labs. This course is ideal for engineers and administrators looking to enhance their UCCX scripting skills and prepare for advanced Cisco collaboration roles.

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

 

Course Fee $3,499 USD

 

Buy Now Pay Later - Financing Available for US Resident/Citizen*

Split your purchase into 4 interest-free payments or choose to pay over 6 or 12 months with interest for purchases over $400.

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Course outline

Chapter 1: Introduction to Cisco UCCX and Core Scripting Concepts

Get started with UCCX architecture, call flows, and the foundation of scripting

  • Lesson 1: Understanding UCCX Architecture, Call Flow & Administration Tools

  • Lesson 2: What’s New in the Latest UCCX Version

  • Lesson 3: Creating and Deploying Contact Center Applications

  • Lesson 4: Navigating and Using Cisco Script Editor

  • Lesson 5: Building Your First Basic IVR Script

Chapter 2: Practical Scripting Techniques for Contact Centers

Enhance your scripting with dynamic logic and reusable building blocks

  • Lesson 1: How to Record and Integrate Audio Prompts

  • Lesson 2: Emergency & System Status Prompts Setup

  • Lesson 3: Creating and Managing Holiday Subflows

  • Lesson 4: Default Scripts for Business Continuity

  • Lesson 5: Data Manipulation and Variable Speech

  • Lesson 6: Working with Time, Date, and Business Hours

  • Lesson 7: Multilingual Scripting Techniques

  • Lesson 8: Scripting Open vs. Closed Hours Logic

Chapter 3: Help Desk Use Case Labs

Apply best practices to real-world help desk scenarios

  • Lesson 1: Designing a Help Desk Call Flow

  • Lesson 2: Implementing Best Practices in Contact Center Logic

  • Lesson 3: Expected Wait Time Notifications

  • Lesson 4: Queue Position Announcements

  • Lesson 5: Overflow Call Routing Strategies

Chapter 4: Finesse Desktop Integration and Customization

Optimize agent experience and integrate Finesse gadgets

  • Lesson 1: Managing Finesse Desktops, Teams, and Layouts

  • Lesson 2: Implementing Call Recording with Cisco MediaSense

  • Lesson 3: Integrating 3rd Party Gadgets with Finesse

  • Lesson 4: Agent Email and Web Chat Setup via Finesse

Chapter 5: Callback and Customer Experience Enhancements

Improve customer satisfaction through intelligent callback options

  • Lesson 1: Scripting Callback When Contact Center is Less Busy

  • Lesson 2: Finesse Call Variable Layouts and Session Control

  • Lesson 3: Caller-Scheduled Callback Logic

  • Lesson 4: Web-Based Callback Request Scripting

Chapter 6: Premium Application Features & Automation

Leverage advanced technologies to build smarter applications

  • Lesson 1: Using ASR (Automatic Speech Recognition) and TTS (Text to Speech)

  • Lesson 2: Leveraging XML in UCCX Scripts

  • Lesson 3: Integrating Java Objects in Scripts

  • Lesson 4: Designing Auto Attendant Call Flows

  • Lesson 5: Outbound Preview Dialer Script Integration

Chapter 7: Advanced Techniques for Power Users

Explore cutting-edge scripting options for complex scenarios

  • Lesson 1: Advanced ASR/TTS Implementation in Custom Scripts

  • Lesson 2: Extended XML-Based Application Techniques