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 1200
20 - 22 Sep 09:00 AM - 05:00 PM CST
(8 Hours/Day)

04 - 06 Oct 09:00 AM - 05:00 PM CST
(8 Hours/Day)

01 - 03 Nov 09:00 AM - 05:00 PM CST
(8 Hours/Day)

1-on-1 Training (GTR) 1350
4 Hours
8 Hours
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Weekend

Start Time : At any time

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12 PM

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Course Modules

Course Introduction
  • Course Introduction
Cisco Unified CCX Overview / Review
  • 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
Common Utilities
  • Recording Script
  • Emergency Message Recording Script
  • Time of Day and Holiday Routing Sub Flows
Basic ACD Routing
  • Review ICD Steps
  • Build a Helpdesk Script
Common Good Practices
  • 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 Queries
  • Database Setup
  • Database Steps
Skills Based Routing
  • Add Skills Based Routing
  • Route Based on Caller Input and Database Query
Advanced ACD Routing
  • Overflow Routing
  • Conditional Routing Based on Agent Availability and Queue Statistics
Non Queuing ACD Callback Methods
  • Leave Message for Callback via Email
  • Leave Recorded Message for Callback via Email
  • Callback Caller When Queue Times Decrease
Session Management and Enterprise Data Review
  • Setup Enterprise Data
  • Implement Session Management
  • Callback Caller When Agents Available
Advanced ACD Callback Options
  • Leave Message for Agent
  • Callback Caller When Agent Selected
  • Scheduled Callback
Web Contacts Overview
  • 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