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Home / Courses / Cisco® Advanced Scripting for Cisco® Unified Contact Center Express v11.0 (ASCCX)

Course Objectives

Upon successful completion of this course, students will be able to create utilize advanced techniques in scripting and Cisco Unified CCX functionality

Agenda

  • Components of the Cisco Unified CCX Environment.
  • Gateways.
  • Routers.
  • Cisco Unified Communications Manager.
  • Cisco Unified CCX.
  • Script Editor.
  • Cisco Finesse.
  • Cisco Unified Intelligence Center.
  • Cisco Unified CCX Agent.
  • External Servers.
  • Cisco Unified CCX System Cluster Components.
  • Engine.
  • Database Server.
  • Call Flow Terms.
  • The Call Flow.
  • The Debug Process Reactive.
  • Non-Reactive

  • Prompt Recorder
  • Emergency Message Recorder

  • Review Script Steps used in a Simple ACD Routing Script.
  • Resource Group Routing.
  • Defining the Contact Service Queue.
  • Create a Simple ACD routing script

  • Prompt Management.
  • Using the Default Script.
  • Terminating a Call and Ending a Script.
  • Abandon Rates.
  • Exception Handling.
  • Script Interruptions.
  • Check Agent Availability before and after entering queue.
  • Using Java Methods for Holiday and Time of Day routing

  • Database architecture and supported databases.
  • Setting up the Database Subsystem.
  • Using Database script steps

  • Appling skills to agents.
  • Defining the Contact Service Queue.
  • Specifying the CSQ in the Script

  • Overflow Routing.
  • When to Overflow.
  • How to get the Data Needed for Making Decisions.
  • Describe Methods of Overflowing

  • Setup the Email Subsystem.
  • Script for Email Notification.
  • Script for Leaving a Recorded Message.
  • Script for Callback when Queue Times have Decreased

  • Define Enterprise Data in Cisco Finesse.
  • Define a Call Variable Layout in Cisco Finesse.
  • Define ECC Variables in the script editor.
  • Set Enterprise Data in the script.
  • Define Session Management.
  • Setup Session Management.
  • Use Session Management to Pass Variable Information Between Scripts

  • Leave Queued Message with an Option for Callback.
  • Scheduled Callback
Tags
Vendor: Skyline Technical Core Type: Core 4 Product Line: Cisco
FREE

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Course Type: Instructor Led