ASCCX - Advanced Scripting for Cisco Unified Contact Center Express v8.0 Eğitimi

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Cisco  » Contact Center Eğitimler

ASCCX - Advanced Scripting for Cisco Unified Contact Center Express v8.0

Explore advanced techniques in scripting and overall Cisco Unified CCX functionality.

Building on the knowledge base and scripting experience learned in UCCX, you will explore more advanced techniques in scripting and overall Cisco Unified CCX functionality. You will learn how to implement features that extend the functionality of Cisco Unified CCX using many of the tools that are already available in the premium version of the product. You will also learn about the Agent Desktop Interface, Desktop Administrator, and the Desktop Workflow Administrator to invoke behaviors that involve third-party applications and web-based apps such as "Web Callback Option" and "Leave a Message in Queue." Scripting and subsystem management is also covered.

What You'll Learn

  • Setup and design a script
  • Prompt, document, and grammar management
  • Scripting for proper terminating and ending a script
  • Debugging
  • Abandon rates
  • Exception handling
  • Using the default script
  • Create a helpdesk script
  • Define and use skills
  • Setup conditional routing
  • Use Enterprise Data
  • Setup and use Session Management
  • Allow for callbacks
  • Allow for callbacks while maintaining a position in queue

Who Needs to Attend

  • Cisco AVVID channel partners and resellers
  • System engineers
  • Customers deploying and maintaining Cisco Unified CCX v8.0 products

Prerequisites

  • Working knowledge of fundamental terms and concepts of computer networking, including LANs, WANs, and IP switching and routing
  • Basic knowledge of CUCM
  • Basic knowledge of contact center operations
  • Familiarity with Microsoft desktop applications and SQL database operations

Follow-On Courses

There are no follow-ons for this course.

Course Outline

1. Course Introduction

2. Cisco Unified CCX Overview / Review

  • Components
  • Definitions
  • The Call Flow
  • The Debug Process
    • Triggered Debugging
    • Non Triggered Debugging
  • Troubleshooting Concepts
    • The Call
    • The Script

3. Common Utilities

  • Recording Script
  • Emergency Message Recording Script
  • Time of Day and Holiday Routing Sub Flows

4. Basic ACD Routing

  • Review ICD Steps
  • Build a Helpdesk Script

5. 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

6. Database Queries

  • Database Setup
  • Database Steps

7. Skills Based Routing

  • Add Skills Based Routing
  • Route Based on Caller Input and Database Query

8. Advanced ACD Routing

  • Overflow Routing
  • Conditional Routing Based on Agent Availability and Queue Statistics

9. Non Queuing ACD Callback Methods

  • Leave Message for Callback via Email
  • Leave Recorded Message for Callback via Email
  • Callback Caller When Queue Times Decrease

10. Session Management and Enterprise Data Review

  • Setup Enterprise Data
  • Implement Session Management
  • Callback Caller When Agents Available

11. Advanced ACD Callback Options

  • Leave Message for Agent
  • Callback Caller When Agent Selected
  • Scheduled Callback

12. Web Contacts Overview

  • Request Agent and Callback via Web
  • Queue Email to an Agent via Web

Labs

Lab 1: Prompt Recorder Script

Lab 2: Emergency Message Recorder Script

Lab 3: Time of Day and Holiday Subflow

Lab 4: Help Desk Script

Lab 5: Common Good Practices

Lab 6: Database Queries

Lab 7: Skills Based Routing

Lab 8: Advanced ACD Routing

Lab 9: Leave Message via Email (Non-Queuing)

Lab 10: Leave Recorded Message via Email (Non-Queuing)

Lab 11: Callback When Queue Times Lower (Non-Queuing)

Lab 12: Add Enterprise Data

Lab 13: Callback When Queue Times Lower (with Enterprise Data)

Lab 14: Leave Queued Message

Lab 15: Callback after Agent Selected

Lab 16: Scheduled Callback

Lab 17: Web Callback

Lab 18: Web / Email Callback



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