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04/29/2019 05/03/2019
  • VLT
Live Online
07/29/2019 08/02/2019
  • VLT
Live Online
10/21/2019 10/25/2019
  • VLT
Live Online

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

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 setup and utilize Session Management
  • Take into account callbacks
  • Take into account callbacks while keeping up a situation in line

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

Course Outline

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 of the UCCXD course

Who Should Attend

  • Cisco AVVID Channel Partners and Resellers
  • Framework Engineers
  • Clients sending and keeping up Cisco Unified CCX v8.0 items