Cisco – ACCXSL – Advanced Contact Center Express Scripting Labs v11

Description

Overview:

Advanced Contact Center Express Scripting Labs v11.0 (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 Finesse Administration. This course is intended to be a follow-on course to UCCX, and completely replaces the outdated Unified Contact Center Advanced v1.0 class.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 v11.0 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.

Prerequisite(s):

UCCX course or equivalent knowledge

Audience:

Experienced Unified CCX engineers and administrators charged with building applications; anyone who has attended UCCX and requires more hands-on training on advanced features and troubleshooting.

Outline:

Lesson 1: Overview

• Review of Unified CCX Architecture, Components, Call Flow, Administration, Script Editor
• New/Changed Features in Unified Contact Center Express v11.0
• Provisioning an Application
• Using the Script Editor
• Creating a Basic Contact Center Application

Lesson 2: CCX Application Development Tools and Techniques

• Recording Prompts
• Emergency/Status Recording
• Creating Holiday Subflows
• Creating Default Scripts
• Manipulating and Speaking Data
• Manipulating Dates and Times
• Manipulating Languages
• Creating Open and Closed State Scripts

Lesson 3: Help Desk Labs

• Creating a Help Desk Script
• Implementing Best Contact Center Practices
• Implementing Expected Wait Time Techniques
• Implementing Position in Queue Techniques
• Implementing Overflow Routing Techniques

Lesson 4: Finesse Applications

• Manage Finesse Desktops and Teams
• Implementing CM-Based Call Recording
• Using Finesse 3rd Party Gadgets
• Finesse Web Chat and Agent Email

Lesson 5: Caller Callback Techniques

• Scripting for Caller Callback when Contact Center is Less busy
• Scripting for Session Management and Using Finesse Call Variable Layouts
• Scripting for Caller Callback – Scheduled by Caller
• Scripting for Web-originated Callbacks

Lesson 6: Premium Applications

• ASR/TTS Technology
• XML Techniques
• Java Objects
• Using Auto Attendant
• Outbound Preview Dialing

Lesson 7: Example Optional Advanced Techniques

• Using ASR/TTS in Script Applications
• Using XML Techniques