ASCCX - Advanced Scripting for CISCO Unified Contact Center Express


Advanced Scripting for Cisco Unified Contact Center Express - ASCCX Certification Training Course Overview

The Advanced Scripting for Cisco Unified Contact Center Express - ASCCX training course will give you the advanced knowledge on the topics that were learned in UCCX. The training will give you a detailed overview of implementing the features that extend the functionality of Cisco Unified CCX using the advanced tools available in the premium version of the product. You will also learn about the Agent Desktop Interface, Desktop Administrator, the Desktop Workflow Administrator.

Who should do Advanced Scripting for Cisco Unified Contact Center Express - ASCCX training?

  • Unified CCX engineers
  • UCCX Administrators
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ASCCX - Advanced Scripting for CISCO Unified Contact Center Express (Duration : 24 Hours) Download Course Contents

Live Virtual Classroom
Group Training 1150

21 - 23 Jun
09:00 AM - 05:00 PM CST
(8 Hours/Day)
05 - 07 Jul
09:00 AM - 05:00 PM CST
(8 Hours/Day)
02 - 04 Aug
09:00 AM - 05:00 PM CST
(8 Hours/Day)
GTR=Guaranteed to Run
1-on-1 Training (GTR) 1350
4 Hours
8 Hours
Week Days
Week End


Start Time : At any time

12 AM
12 PM
Classroom Training (Available: London, Dubai, India, Sydney, Vancouver)
Duration : On Request
Fee : On Request
On Request

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Course Modules

  • Course Introduction
  • Review of Unified CCX Architecture, Components, Call Flow, Administration, Script Editor
  • New/Changed Features in Unified Contact Center Express
  • Provisioning an Application
  • Using the Script Editor
  • Creating a Basic Contact Center Application
  • The Debug Process
  • Recording Script
  • Emergency Message Recording Script
  • Time of Day and Holiday Routing Sub Flows
  • Review ICD Steps
  • Build a Helpdesk Script
  • Scripting for Good Prompt Management
  • Proper End/Terminate Scripting
  • Scripting for Subflow Debugging
  • Abandon Rates
  • Exception Handling
  • Using the Default Script
  • Check Agent Availability before and after Entering Queue
  • Check for Call Aborting before Transferring Call
  • Database Setup
  • Database Steps
  • Add Skills Based Routing
  • Route Based on Caller Input and Database Query
  • Overflow Routing
  • Conditional Routing Based on Agent Availability and Queue Statistics
  • Leave Message for Callback via Email
  • Leave Recorded Message for Callback via Email
  • Callback Caller When Queue Times Decrease
  • Setup Enterprise Data
  • Implement Session Management
  • Callback Caller When Agents Available
  • Leave Message for Agent
  • Callback Caller When Agent Selected
  • Scheduled Callback
  • Request Agent and Callback via Web
  • Queue Email to an Agent via Web
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Course Prerequisites

  • Should have attended UCCX training or equivalent knowledge
  • Hands-on UCCX experience


On completion of this training you will know:

  • Overview of Cisco Unified CCX
  • Common Utilities & Practices
  • Database Queries
  • Skills-Based Routing
  • Basic & Advanced ACD Routing
  • Non-Queuing ACD Callback Methods
  • Session Management and Enterprise Data Review
  • Advanced ACD Callback Options
  • Web Contacts Overview

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