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ASCCX v8.0 - Advanced Scripting for Cisco® Unified Contact Center Express v8.0 Course Outline

 (5 days)
Version 8.0

Overview
Building on the knowledge base and scripting experience learned in the UCCXD class, the student will explore more advanced techniques in scripting and overall Cisco Unified CCX functionality. During this five day class the students 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. Expect to spend time exploring the Agent Desktop Interface, Desktop Administrator and the Desktop Workflow Administrator to invoke behaviors that involve Third Party applications and web based apps like "Web Callback Option" and "Leave a Message in Queue". There will be a major focus on Scripting and Subsystem management.

Objectives
Understand how to properly setup and design a script with these functions in mind:
◦Prompt, document, and grammar management
◦Scripting for proper terminating and ending a script
◦Debugging
◦Abandon rates
◦Exception handling
◦Using the default script
Create a helpdesk script
Understand how to define and use skills
Understand and setup conditional routing
How to use Enterprise Data
How to setup and use Session Management
Allow for callbacks
Allow for callbacks while maintaining a position in queue

Prerequisites
All required knowledge and skills required for Unified Contact Center Express Deployment (UCCXD)
Completion of the UCCXD course

Who Should Attend
Cisco AVVID Channel Partners and Resellers
System Engineers
Customers deploying and maintaining Cisco Unified CCX v8.0 products

Course Outline

Course Introduction

Cisco Unified CCX Overview / Review
◦Components
◦Definitions
◦The call flow
◦The Debug process
■Triggered Debugging
■Non Triggered Debugging
◦Troubleshooting Concepts
■The call
■The Script

Common Utilities
◦Recording Script
◦Emergency Message Recording Script
◦Time of Day and Holiday routing Sub Flows

Basic ACD Routing
◦Review ICD Steps
◦Build a Helpdesk Script

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

Database Queries
◦Database Setup
◦Database Steps

Skills Based Routing
◦Add skills based routing
◦Route based on caller input and database query

Advanced ACD Routing
◦Overflow Routing
◦Conditional Routing based on Agent Availability and Queue Statistics

Non Queuing ACD Callback Methods
◦Leave Message for callback via Email
◦Leave Recorded Message for Callback via Email
◦Callback caller when Queue times decrease

Session Management and Enterprise Data Review
◦Setup Enterprise Data
◦Implement Session Management
◦Callback caller when Agents Available

Advanced ACD Callback Options
◦Leave Message for Agent
◦Callback caller when Agent Selected
◦Scheduled Callback

Web Contacts Overview
◦Request Agent and Callback via Web
◦Queue Email to an Agent via Web

Lab Outline
LAB 2-1: Prompt Recorder Script
LAB 2-2: Emergency Message Recorder Script
LAB 2-3: Time of Day-Holiday Subflow
LAB 3-1: Help Desk Script
LAB 4-1: Common Good Practices
LAB 5-1: Database Queries
LAB 6-1: Skills Based Routing
LAB 7-1: Advanced ACD Routing
LAB 8-1: Leave Message via Email (Non-Queuing)
LAB 8-2: Leave Recorded Message via Email (Non-Queuing)
LAB 8-3: Callback When Queue Times Lower (Non-Queuing)
LAB 9-1: Add Enterprise Data
LAB 9-2: Callback When Queue Times Lower (With Enterprise Data)
LAB 10-1: Leave Queued Message
LAB 10-2: Callback after Agent Selected
LAB 10-3: Scheduled Callback
LAB 11-1: Web Callback
LAB 11-2: Web / Email Callback
View outline in Word

CSKASC

Attend hands-on, instructor-led ASCCX v8.0 - Advanced Scripting for Cisco® Unified Contact Center Express v8.0 training classes at ONLC's more than 300 locations. Not near one of our locations? Attend these same live classes from your home/office PC via our Remote Classroom Instruction (RCI) technology.

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Fee:  $3495
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