ASCCX – Advanced Scripting for Cisco Unified Contact Center Express v8.0

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Prerequisite
Please contact us for information about prerequisites.

Expected Duration
5 day

Description

Building on the knowledge base and scripting experience learned in UCCX, you will explore more advanced techniques in scripting and overall Cisco Unified CCX functionality. You will learn how to 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. You will also learn about the Agent Desktop Interface, Desktop Administrator, and the Desktop Workflow Administrator to invoke behaviors that involve third-party applications and web-based apps such as “Web Callback Option” and “Leave a Message in Queue.” Scripting and subsystem management is also covered.

Objective

1. Course Introduction

2. Cisco Unified CCX Overview / Review

  • Components
  • Definitions
  • The Call Flow
  • The Debug Process
    • Triggered Debugging
    • Non Triggered Debugging
  • Troubleshooting Concepts
    • The Call
    • The Script

3. Common Utilities

  • Recording Script
  • Emergency Message Recording Script
  • Time of Day and Holiday Routing Sub Flows

4. Basic ACD Routing

  • Review ICD Steps
  • Build a Helpdesk Script

5. 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

6. Database Queries

  • Database Setup
  • Database Steps

7. Skills Based Routing

  • Add Skills Based Routing
  • Route Based on Caller Input and Database Query

8. Advanced ACD Routing

  • Overflow Routing
  • Conditional Routing Based on Agent Availability and Queue Statistics

9. Non Queuing ACD Callback Methods

  • Leave Message for Callback via Email
  • Leave Recorded Message for Callback via Email
  • Callback Caller When Queue Times Decrease

10. Session Management and Enterprise Data Review

  • Setup Enterprise Data
  • Implement Session Management
  • Callback Caller When Agents Available

11. Advanced ACD Callback Options

  • Leave Message for Agent
  • Callback Caller When Agent Selected
  • Scheduled Callback

12. Web Contacts Overview

  • Request Agent and Callback via Web
  • Queue Email to an Agent via Web

SUBSCRIPTION COST


$3,495.00

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