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Advanced Contact Center Express Scripting Labs
Description
Advanced Contact Center Express Scripting Labs v9.0 (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 Desktop Administration.
This course is intended to be a follow-on course to UCCXD, and replaces Unified Contact Center Advanced (UCCXA) 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 9.0 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.
Course Objectives
- 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, 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
Outline
Module 1: Unified CCX Review
Lesson 1: Review of Unified CCX Architecture, Components, Call Flow, Administration, Script Editor
Lesson 2: New/Changed Features in CUCM 9.0
Lesson 3: Provisioning an Application
Lesson 4: Using the Script Editor
Lesson 5: Creating a Basic Contact Center Application
Labs:
Provisioning an Application
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- Observe the Telephony Provider configuration
- Adding Your Call Control Group
- Adding Cisco Media Termination Dialog Control Groups
- Adding a New Cisco Unified CCX Script Application
Using the Script Editor
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- Download a script to your local hard drive
- Modify Your Prompt and Script
- Debug Your Script
- Create a Basic Contact Center Application
- Assign IPCC Extensions to Agents
- Associate the Agent Phone with the RmCm Provider
- Create Resource Groups, Skills
- Assign Resource Groups and Skills to Agents
- Create Contact Service Queues
- Assign Supervisor Capabilities
Module 2: CCX Application Development Tools
Lesson 1: Recording Prompts
- Overview of Prompt Recording Tool
- Review New, Relevant Script Steps
Lesson 2: Emergency/Status Recording
- Overview of Emergency/Status
- Review New, Relevant Script Steps
Lesson 3: Creating Holiday Subflows
- XML Techniques
- Database Technique
- Switch Step Technique
- Review New, Relevant Script Steps
Labs:
Recording Prompts
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- Create a Prompt Recording Script and Application
- Add a Prompt Recording Application
- Add a Telephony Trigger for Your Application
Adding Emergency/Status Recording
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- Modify the Prompt Recording Tool Script to include emergency/status options.
- Modify student.aef script to play a status message
- Test the New Status Message Feature
- Record new prompts for your new script, deploy the prompts
Creating Holiday Subflow Scripts
- Create a script to use an XML file to list holidays and determine if today's date is a holiday
- Create a script to use a holiday database table to list holidays and determine if today's date is a holiday
Creating Default Scripts
- Create a Default Script for Most Applications
- Create a script to use the Switch step to list holidays and determine if today's date is a holiday.
- Use the Set step to convert from date type variable values to string type.
- Properly use Date type variables
- Debug your three scripts
- Modify the script to use text-to-speech
Manipulating and Speaking Data
Manipulating Dates and Time
- Creating a Date and Time Test Script
- Speaking Dates and Times
Creating Open/Closed State Scripts
- Creating XML Documents
- Add State Management to the CurrentState.aef script
- Create a CurrentState.aef script to check the contact center state
Manipulating Languages
- Creating Multi-language Prompts
- Create a Multi-language test script
Module 3: Help Desk Lab
Lesson 1: Creating a Help Desk Script
- Review New, Relevant Script Steps
- Building the Help Desk Application
- Creating the Help Desk Script
Lesson 2: Implementing Best Contact Center Practices
- Exception Handling
- Call Subflows
Lesson 3: Implementing Best Practices: Agent is Not Ready
- Estimated Wait Time
- Position-in-queue
- Implementing Holiday Subflow
- Implement Open/Closed Technology
Lesson 4: Implementing Overflow Routing Techniques
- Review New, Relevant Script Steps
- Routing as “Include”
- Routing as Overflow
Labs:
Create a Help Desk Script
- Build a basic help desk script
- Add a new help desk application
- Verify the application, when called, arrives at your ready agent.
- Add a new help desk application
Implementing Help Desk Best Practices: Agent is ready for a call
- Implement Exception Handling Techniques
- Implement call subflows
Implement Expected Wait Time Techniques
- Create an Expected Wait Time Subflow Script
- Implement Expected Wait Time in the Help Desk Script
Implement Position in Queue Techniques
- Create a Position-in-queue Subflow Script
- Implement PIQ Techniques in the Help Desk Script
Implementing Overflow Routing Techniques
- Modify the Select Resource step queue loop to include another Select Resource step to select agents from yet another CSQ - providing an overflow function.
- Apply, using Boolean expressions, business rules to enable this overflow activity
Module 4: Displaying Enterprise Daata in CAD
Lesson 1: Using the Desktop Workflow Administrator
- Workflow Groups
- Enterprise Data Thresholds
- Configuring Task Buttons
- Reason Codes
- Wrap-up Data
- Integrated Browser
Lesson 2: Using The Desktop Administrator
- Creating Data Fields, Layout Lists
- Testing Procedures and Troubleshooting Enterprise Data
Labs: Displaying Enterprise Data in CAD
Using HTTP Actions to Retrieve Customer Records |
Module 5: Caller Callback Techniques
Lesson 1: Implementing Caller Callback when Contact Center is less busy
Lesson 2: Implementing Caller Callback - Scheduled by Caller
Lesson 3: Implementing Web-originated Callbacks
Labs:
- Implementing Caller Callback - When Contact Center is Less Busy
- Implementing Caller Callback - Scheduled
- Implementing 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: Implementing Outbound Preview Dialing
Labs:
- Using ASR/TTS in Applications
- Implementing XML
- Final Trouble Lab
Module 7: Example Optional Advanced Techniques
Lesson 1: Implementing Whisper Functions
Lesson 2: Example Horoscope Application
Optional Labs:
- Implementing Whisper Techniques
- Implementing Horoscope Application
PreRequisites
- To fully benefit from this course, students should have the following prerequisite skills and knowledge:
- UCCXD v4.0 course or equivalent knowledge
- Some UCCX additional field experience
Audience
Experience Unified CCX Engineers and administrators charged with building applications.
Anyone who has attended UCCXD v4.0 who requires more hands-on training on advanced features and troubleshooting
Starting From $3775.50 $4195.00 List Price | 5 Days Course |