Information Technology

Cisco® Advanced Scripting for Cisco® Unified Contact Center Express v11.0 (ASCCX)

Instructor-Led 10 Agenda

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.

Course Overview

Course Objective

Upon successful completion of this course, students will be able to create utilize advanced techniques in scripting and Cisco Unified CCX functionality

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

Cisco Unified CCX Overview Lesson Id 1

Cisco Unified CCX Overview

Prompt Recording Utilities Lesson Id 2

Prompt Recording Utilities

Basic ACD Routing Lesson Id 3

Basic ACD Routing

Common Scripting Concepts Lesson Id 4

Common Scripting Concepts

Accessing an External Database Lesson Id 5

Accessing an External Database

Skills Based Routing Lesson Id 6

Skills Based Routing

Advanced ACD Routing Lesson Id 7

Advanced ACD Routing

Basic ACD Callback Options Lesson Id 8

Basic ACD Callback Options

Enterprise Data and Session Management Lesson Id 9

Enterprise Data and Session Management

Advanced ACD Callback Options Lesson Id 10

Advanced ACD Callback Options

Lesson Id	Title	Description
1	Cisco Unified CCX Overview	Components of the Cisco Unified CCX Environment.<br />Gateways.<br />Routers.<br />Cisco Unified Communications Manager.<br />Cisco Unified CCX.<br />Script Editor.<br />Cisco Finesse.<br />Cisco Unified Intelligence Center.<br />Cisco Unified CCX Agent.<br />External Servers.<br />Cisco Unified CCX System Cluster Components.<br />Engine.<br />Database Server.<br />Call Flow Terms.<br />The Call Flow.<br />The Debug Process Reactive.<br />Non-Reactive
2	Prompt Recording Utilities	Prompt Recorder<br />Emergency Message Recorder<br />
3	Basic ACD Routing	Review Script Steps used in a Simple ACD Routing Script.<br />Resource Group Routing.<br />Defining the Contact Service Queue.<br />Create a Simple ACD routing script
4	Common Scripting Concepts	Prompt Management.<br />Using the Default Script.<br />Terminating a Call and Ending a Script. <br />Abandon Rates.<br />Exception Handling.<br />Script Interruptions.<br />Check Agent Availability before and after entering queue.<br />Using Java Methods for Holiday and Time of Day routing
5	Accessing an External Database	Database architecture and supported databases.<br />Setting up the Database Subsystem.<br />Using Database script steps
6	Skills Based Routing	Appling skills to agents.<br />Defining the Contact Service Queue.<br />Specifying the CSQ in the Script
7	Advanced ACD Routing	Overflow Routing.<br />When to Overflow.<br />How to get the Data Needed for Making Decisions.<br />Describe Methods of Overflowing
8	Basic ACD Callback Options	Setup the Email Subsystem. <br />Script for Email Notification.<br />Script for Leaving a Recorded Message. <br />Script for Callback when Queue Times have Decreased<br />
9	Enterprise Data and Session Management	Define Enterprise Data in Cisco Finesse.<br />Define a Call Variable Layout in Cisco Finesse.<br />Define ECC Variables in the script editor.<br />Set Enterprise Data in the script.<br />Define Session Management.<br />Setup Session Management.<br />Use Session Management to Pass Variable Information Between Scripts
10	Advanced ACD Callback Options	Leave Queued Message with an Option for Callback.<br />Scheduled Callback