Cisco Advanced Contact Center Express Scripting Labs (ACCXSL)

Price
$4,195.00 USD

Duration
5 Days

Cisco Learning Credit (CLC) Eligible

 

Delivery Methods
Virtual Instructor Led
Private Group

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Course Overview

Advanced Contact Center Express Scripting Labs (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. ACCXSL introduces updated best practices, sophisticated steps, and modern concepts for deploying advanced contact center applications and techniques.

Course Objectives

  • Describe and apply new Unified CCX features to include Finesse Desktops
  • 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, 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 Finesse Desktop
  • Creatively use the Finesse Administrator to develop Actions and Workflow
  • 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
  • Deploy XML technology as it is used in contact center scripts
  • Implement Java objects acquired from the public domain
  • Troubleshoot CCX applications and scripts

Who Should Attend?

  • 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.
  • Top-rated instructors: Our crew of subject matter experts have an average instructor rating of 4.8 out of 5 across thousands of reviews.
  • Authorized content: We maintain more than 35 Authorized Training Partnerships with the top players in tech, ensuring your course materials contain the most relevant and up-to date information.
  • Interactive classroom participation: Our virtual training includes live lectures, demonstrations and virtual labs that allow you to participate in discussions with your instructor and fellow classmates to get real-time feedback.
  • Post Class Resources: Review your class content, catch up on any material you may have missed or perfect your new skills with access to resources after your course is complete.
  • Private Group Training: Let our world-class instructors deliver exclusive training courses just for your employees. Our private group training is designed to promote your team’s shared growth and skill development.
  • Tailored Training Solutions: Our subject matter experts can customize the class to specifically address the unique goals of your team.

Course Prerequisites

  • UCCX course or equivalent knowledge
  • Some UCCX additional field experience

Agenda

Module 1: Overview

  • Lesson 1: Review of Unified CCX Architecture, Components, Call Flow, Administration, Script Editor
  • Lesson 2: New/Changed Features in Unified Contact Center Express
  • Lesson 3: Provisioning an Application
  • Lesson 4: Using the Script Editor
  • Lesson 5: Creating a Basic Contact Center Application

Module 2: CCX Application Development Tools and Techniques

  • Lesson 1: Recording Prompts
  • Lesson 2: Emergency/Status Recording
  • Lesson 3: Creating Holiday Subflows
  • Lesson 4: Creating Default Scripts
  • Lesson 5: Manipulating and Speaking Data
  • Lesson 6: Manipulating Dates and Times
  • Lesson 7: Manipulating Languages
  • Lesson 8: Creating Open and Closed State Scripts

Module 3: Help Desk Labs

  • Lesson 1: Creating a Help Desk Script
  • Lesson 2: Implementing Best Contact Center Practices
  • Lesson 3: Implementing Expected Wait Time Techniques
  • Lesson 4: Implementing Position in Queue Techniques
  • Lesson 5: Implementing Overflow Routing Techniques

Module 4: Finesse Applications

  • Lesson 1: Manage Finesse Desktops and Teams
  • Lesson 2: Implementing CM-Based Call Recording
  • Lesson 3: Using Finesse 3rd Party Gadgets
  • Lesson 4: Finesse Web Chat and Agent Email

Module 5: Caller Callback Techniques

  • Lesson 1: Scripting for Caller Callback when Contact Center is Less busy
  • Lesson 2: Scripting for Session Management and Using Finesse Call Variable Layouts
  • Lesson 3: Scripting for Caller Callback - Scheduled by Caller
  • Lesson 4: Scripting for Web-originated Callbacks

Module 6: Premium Applications

  • Lesson 1: ASR/TTS Technology
  • Lesson 2: XML Techniques
  • Lesson 3: Java Objects
  • Lesson 4: Using Auto Attendant
  • Lesson 5: Outbound Preview Dialing

Module 7: Example Optional Advanced Techniques

  • Lesson 1: Using ASR/TTS in Script Applications
  • Lesson 2: Using XML Techniques
 

Upcoming Class Dates and Times

Mar 24, 25, 26, 27, 28
9:00 AM - 5:00 PM
ENROLL $4,195.00 USD

Virtual: Online - CST
 



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