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Cisco Unified Contact Center Training (ACCXSL)

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. 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 and highlights new application features and services.

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About the course

Prerequisites

The knowledge and skills that the learner should have before attending this course are as follows:

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

Course Objectives

Upon completing this course, the learner will be able to meet these overall objectives:

  • Describe the Unified CCX product architecture, components, call flow, and general administration techniques
  • 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
Course content

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

Lab Outline:

  • Provision Your First Application
  • Using the CCX Script Editor
  • Create a Basic Contact Center Application
  • Recording Prompts
  • Add Emergency/Status Recordings
  • Create Holiday Subflows
  • Create Default Scripts
  • Manipulate and Speak Data
  • Manipulate Dates and Time
  • Manipulate Languages
  • Create Open/Closed State Script
  • Create a Help Desk Script
  • Implement Best Contact Center Practices
  • Implement Expected Wait Time
  • Implement Position In Queue Techniques
  • Implement Overflow Routing Techniques
  • Manage Finesse Desktops, Teams
  • Implementing Unified CM – Based MediaSense Call Recording
  • Using Finesse 3rd Party Gadgets
  • Configuring Finesse Web Chat and Agent Email
  • Implement Caller Callback – When Contact Center is Less Busy
  • Implement Session Management and Finesse Call Variable Layouts for Callback
  • Implement Caller Callback – Scheduled
  • Implement Web-originated Callbacks
  • Using ASR/TTS in Script Applications
  • Implement XML Techniques
Who Should Attend

The primary audience for this course are as follows:

  • 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