• 18756 Stone Oak Park Way, Suite200, San Antonio TX 78258 USA
  • 100 Queen St W, Brampton, ON L6X 1A4, Canada
  • +1-800-961-0337
04/13/2020 04/17/2020
USD 3995 Live Online
07/13/2020 07/17/2020
USD 3995 Live Online
10/19/2020 10/23/2020
USD 3995 Live Online

Advanced Scripting for Cisco Unified Contact Center Express (ASCCX v11.0)

Course Overview

  • See how to legitimately setup and outline a content in light of these capacities:

  • Incite, archive, and punctuation administration

  • Scripting for legitimate ending and closure a content

  • Investigating

  • Desert rates

  • Exemption dealing with

  • Utilizing the default content

  • Make a helpdesk content

  • See how to characterize and utilize aptitudes

  • Comprehend and setup restrictive steering

  • Step by step instructions to utilize Enterprise Data

  • Step by step instructions to set up and utilize Session Management

  • Take into account callbacks

  • Take into account callbacks while keeping up a situation in line


Who Should Attend

  • Cisco AVVID Channel Partners and Resellers

  • Framework Engineers

  • Clients sending and keeping up Cisco Unified CCX v11.0 items

Course Introduction

Cisco Unified CCX Overview/Review

  • Segments

  • Definitions

  • The call stream

  • The Debug procedure

  • Activated Debugging

  • Non Triggered Debugging

  • Investigating Concepts

  • The call

  • The Script

Basic Utilities

  • Recording Script

  • Crisis Message Recording Script

  • Time of Day and Holiday steering Sub Flows

Fundamental ACD Routing

  • Audit ICD Steps

  • Assemble a Helpdesk Script

Basic Good Practices

  • Scripting for good incite administration

  • Legitimate End/Terminate Scripting

  • Scripting for Subflow investigating

  • Forsake Rates

  • Exemption Handling

  • Utilizing the Default Script

  • Check Agent Availability when entering line

  • Check for call prematurely ending before exchanging call

Database Queries

  • Database Setup

  • Database Steps

Aptitudes Based Routing

  • Include aptitudes based steering

  • Course in view of guest info and database inquiry

Progressed ACD Routing

  • Flood Routing

  • Contingent Routing in view of Agent Availability and Queue Statistics

Non Queuing ACD Callback Methods

  • Leave Message for callback by means of Email

  • Leave Recorded Message for Callback by means of Email

  • Callback guest when Queue times diminish

Session Management and Enterprise Data Review

  • Setup Enterprise Data

  • Actualize Session Management

  • Callback guest when Agents Available

Progressed ACD Callback Options

  • Leave Message for Agent

  • Callback guest when Agent Selected

  • Booked Callback

Web Contacts Overview

  • Demand Agent and Callback by means of Web

  • Line Email to an Agent by means of 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 by means of Email (Non-Queuing)

  • LAB 8-2: Leave Recorded Message by means of 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


  • All required learning and aptitudes required for Unified Contact Center Express Deployment (UCCXD)

  • Finishing off the UCCXD course



Are you being sponsored by your employer to take this class?
Contact No.
  • *I authorize Microtek Learning to contact me via Phone/Email