Advanced Scripting for Cisco Unified Contact Center Express v8.0

ASCCX v8.0

Duration

5 Days

Audience:

Employees of federal, state and local governments; and businesses working with the government.

Course Description

Building on the knowledge base and scripting experience learned in the UCCXD class, the student will explore more advanced techniques in scripting and overall Cisco Unified CCX functionality. During this five day class the students 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. Expect to spend time exploring the Agent Desktop Interface, Desktop Administrator and the Desktop Workflow Administrator to invoke behaviors that involve Third Party applications and web based apps like “Web Callback Option” and “Leave a Message in Queue”. There will be a major focus on Scripting and Subsystem management.

Objectives

  • Understand how to properly setup and design a script with these functions in mind:
  • 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
  • Understand how to define and use skills
  • Understand and setup conditional routing
  • How to use Enterprise Data
  • How to setup and use Session Management
  • Allow for callbacks
  • Allow for callbacks while maintaining a position in queue

Prerequisites

  • All required knowledge and skills required for Unified Contact Center Express Deployment (UCCXD)
  • Completion of the UCCXD course

Who Should Attend

  • Cisco AVVID Channel Partners and Resellers
  • System Engineers
  • Customers deploying and maintaining Cisco Unified CCX v8.0 products

Training Outline

  • Course Introduction
  • Cisco Unified CCX Overview / Review
    • Components
    • Definitions
    • The call flow
    • The Debug process
      • Triggered Debugging
      • Non Triggered Debugging
    • Troubleshooting Concepts
      • The call
      • The Script
  • 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

Lab Outline

LAB 2-1: Prompt Recorder Script
LAB 2-2: Emergency Message Recorder Script
LAB 2-3: Time of Day-Holiday Subflow
LAB 3-1: Help Desk Script
LAB 4-1: Common Good Practices
LAB 5-1: Database Queries
LAB 6-1: Skills Based Routing
LAB 7-1: Advanced ACD Routing
LAB 8-1: Leave Message via Email (Non-Queuing)
LAB 8-2: Leave Recorded Message via Email (Non-Queuing)
LAB 8-3: Callback When Queue Times Lower (Non-Queuing)
LAB 9-1: Add Enterprise Data
LAB 9-2: Callback When Queue Times Lower (With Enterprise Data)
LAB 10-1: Leave Queued Message
LAB 10-2: Callback after Agent Selected
LAB 10-3: Scheduled Callback
LAB 11-1: Web Callback
LAB 11-2: Web / Email Callback