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Information Technology
Cisco® Advanced Scripting for Cisco® Unified Contact Center Express v11.0 (ASCCX)
What You'll Learn
Upon successful completion of this course, students will be able to create utilize advanced techniques in scripting and Cisco Unified CCX functionality
Description
The student will explore advanced techniques in scripting and Cisco Unified CCX functionality. During this five day class students will use advanced scripting to implement features that extend the functionality of Cisco Unified CCX.
Who Should Attend
This course is intended for Cisco Unified Communications system channel partners and resellers who are responsible for deployment and application engineering for Cisco Unified Contact Center Express customers, System and technical support engineers, Day 1 and Day 2 support personnel, and Customers deploying and maintaining Cisco Unified CCX
Course Overview
The student will explore advanced techniques in scripting and Cisco Unified CCX functionality. During this five day class students will use advanced scripting to implement features that extend the functionality of Cisco Unified CCX.
Course Prerequisites
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Course Agenda
10 Title
Course Agenda
1
Cisco Unified CCX Overview
Components of the Cisco Unified CCX Environment.
Gateways.
Routers.
Cisco Unified Communications Manager.
Cisco Unified CCX.
Script Editor.
Cisco Finesse.
Cisco Unified Intelligence Center.
Cisco Unified CCX Agent.
External Servers.
Cisco Unified CCX System Cluster Components.
Engine.
Database Server.
Call Flow Terms.
The Call Flow.
The Debug Process Reactive.
Non-Reactive
Gateways.
Routers.
Cisco Unified Communications Manager.
Cisco Unified CCX.
Script Editor.
Cisco Finesse.
Cisco Unified Intelligence Center.
Cisco Unified CCX Agent.
External Servers.
Cisco Unified CCX System Cluster Components.
Engine.
Database Server.
Call Flow Terms.
The Call Flow.
The Debug Process Reactive.
Non-Reactive
2
Prompt Recording Utilities
Prompt Recorder
Emergency Message Recorder
Emergency Message Recorder
3
Basic ACD Routing
Review Script Steps used in a Simple ACD Routing Script.
Resource Group Routing.
Defining the Contact Service Queue.
Create a Simple ACD routing script
Resource Group Routing.
Defining the Contact Service Queue.
Create a Simple ACD routing script
4
Common Scripting Concepts
Prompt Management.
Using the Default Script.
Terminating a Call and Ending a Script.
Abandon Rates.
Exception Handling.
Script Interruptions.
Check Agent Availability before and after entering queue.
Using Java Methods for Holiday and Time of Day routing
Using the Default Script.
Terminating a Call and Ending a Script.
Abandon Rates.
Exception Handling.
Script Interruptions.
Check Agent Availability before and after entering queue.
Using Java Methods for Holiday and Time of Day routing
5
Accessing an External Database
Database architecture and supported databases.
Setting up the Database Subsystem.
Using Database script steps
Setting up the Database Subsystem.
Using Database script steps
6
Skills Based Routing
Appling skills to agents.
Defining the Contact Service Queue.
Specifying the CSQ in the Script
Defining the Contact Service Queue.
Specifying the CSQ in the Script
7
Advanced ACD Routing
Overflow Routing.
When to Overflow.
How to get the Data Needed for Making Decisions.
Describe Methods of Overflowing
When to Overflow.
How to get the Data Needed for Making Decisions.
Describe Methods of Overflowing
8
Basic ACD Callback Options
Setup the Email Subsystem.
Script for Email Notification.
Script for Leaving a Recorded Message.
Script for Callback when Queue Times have Decreased
Script for Email Notification.
Script for Leaving a Recorded Message.
Script for Callback when Queue Times have Decreased
9
Enterprise Data and Session Management
Define Enterprise Data in Cisco Finesse.
Define a Call Variable Layout in Cisco Finesse.
Define ECC Variables in the script editor.
Set Enterprise Data in the script.
Define Session Management.
Setup Session Management.
Use Session Management to Pass Variable Information Between Scripts
Define a Call Variable Layout in Cisco Finesse.
Define ECC Variables in the script editor.
Set Enterprise Data in the script.
Define Session Management.
Setup Session Management.
Use Session Management to Pass Variable Information Between Scripts
10
Advanced ACD Callback Options
Leave Queued Message with an Option for Callback.
Scheduled Callback
Scheduled Callback