This course introduces updated best practices, sophisticated steps, and modern concepts for deploying advanced contact center applications and techniques.
Upon successful completion of this course, students will be able to:
Describe the Unified CCX product architecture, components, call flow, and general administration techniques
Describe and apply new Unified CCX v9.0 features
Install and use the CCX Script Editor to create and debug scripts
Provision and test CCX script applications
Create application development tools for recording prompts and emergency prompts
Create administrative tools to open and close contact centers
Create useful subflow scripts to determine if today is a holiday
Manipulate and speak dates, times, and data
Deploy and manipulate languages within script applications
Create a fully-functional help desk application using best practices
Display important enterprise data on the Cisco Agent Desktop
Creatively use the Cisco Desktop Administrator and the Cisco Desktop Workflow Administrator
Create and deploy subflow scripts to announce estimated wait times, position in queue
Invoke exception handling when a script throws an error
Implement overflow routing techniques
Create and deploy multiple caller callback techniques
Descript XML technology as it is deployed in a contact center
Implement Java objects acquired from the public domain
Troubleshoot CCX applications and scripts
This course is intended for experienced Unified Contact Center Express administrators who need in-depth knowledge of advanced scripting techniques using complex script steps to resolve sophisticated contact center requirements. Students attending this course should have the following prerequisite skills: UCCXD v4.0 course or equivalent knowledge; some additional UCCX field experience.
Unified CCX Review
- Lesson 1: Review of Unified CCX Architecture, Components, Call Flow, Administration, Script Editor
New/Changed Features in CUCM 9.0
Provisioning an Application
Using the Script Editor
Creating a Basic Contact Center Application
CCX Application Development Tools
- Recording Prompts
Creating Holiday Subflows
Creating Default Scripts
Manipulating and Speaking Data
Manipulating Dates and Times
Creating Open and Closed Scripts
Help Desk Lab
- Creating a Help Desk Script
Implementing Best Contact Center Practices
Implementing Best Practices
Implementing Overflow Routing Techniques
Displaying Enterprise Data in CAD
- Using the Desktop Workflow Administrator
Using the Desktop Administrator
Caller Callback Techniques
- Implementing Caller Callback when Contact Center is Less Busy
Implementing Caller Callback when Scheduled by Caller
Implement Web-originated callbacks
- ASR/TTS Technology
Using Auto Attendant
Implementing Outbound Preview Dialing
Example Optional Advanced Techniques
- Implementing Whisper Functions
Example Horoscope Application
Virtual Cisco® Advanced Contact Center Express Scripting Labs v9.0 (ACCXS) Online Live training option
Imagine an industry-leading classroom training experience from wherever you have access to the Internet.
The Virtual Online Live events listed here gives you an effective and proven online virtual learning experience with the freedom to attend virtually from anywhere.
There is also an option of experiencing Online Live from one of the many national partner centers where a computer and headset will be provided for you.
This rich and engaging virtual classroom environment lets you conveniently interact with instructors and other students.
You will hear and see your instructor as they teach the course and answer your questions via voice or text.
Choose the online live virtual training option and you can access the recorded version even after the class has finished.
The onDemand labs give you access to the same client and server technologies covered in class so you can test, apply and hone your skills by accessing the labs before and even after the class.
Technical Requirements: a computer or laptop with a modern browser and high speed internet access along with one or two monitors.