Advanced Contact Center Express Scripting Labs

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

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

• 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

• 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

• Create a Prompt Recording Script and Application
• Add a Prompt Recording Application
• Add a Telephony Trigger for Your Application

Adding Emergency/Status Recording

• 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

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

• 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

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