Instructor-led training

ACCXSL 10.6: Advanced Contact Center Express Scripting Labs

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What you'll learn

Advanced Contact Center Express Scripting Labs v10.6 (ACCXSL) is a 5-day instructor-led, lab-intensive course intended for experienced Unified Contact Center Express (CCX) administrators who need in-depth knowledge advanced scripting techniques using complex script steps to resolve sophisticated contact center requirements. This course addresses the steps in the Script Editor pallet as well as scripting techniques involving databases, HTTP, XML, VXML, Java Objects, and Desktop Administration.

Prerequisites

To fully benefit from this course, students should have the following prerequisite skills and knowledge: UCCXD v4.0 or UCCX 5.0 training or equivalent knowledge Some UCCX additional field experience

Course Outline

Module 1: Unified CCX Product Overview
Module 2: CCX Application Development Tools
Module 3: Help Desk Labs
Module 4: Displaying Enterprise Data in CAD
Module 5: Caller Callback Techniques
Module 6: Premium Applications
Module 7: Example Optional Advanced Techniques

Labs

Lab 1: Provisioning You First Application
Lab 1-2: Using the Script Editor
Lab 1-3: Create a Basic Contact Center Application
Lab 2-1: Recording Prompts
Lab 2-2: Add Emergency/Status Recordings
Lab 2-3: Creat Holiday Subflow Scripts
Lab 2-4: Create Default Scripts
Lab 2-5: Manipulate and Speaking Data
Lab 2-6: Manipulate Dates and Time
Lab 2-7: Create Open/Closed State Scripts
Lab 2-8: Manipulate Languages
Lab 3-1: Create a Help Desk Script
Lab 3-2: Implement Best Contact Center Practices
Lab 3-3: Implement Expected Wait Time Techniques
Lab 3-4: Implement Position in Queue Techniques
Lab 3-5: Implement Overflow Routing Techniques
Lab 4-1: Display Enterprise Data in CAD
Lab 5-1: Implement Caller Callback – When Contact Center is Less Busy
Lab 5-2: Implement Scheduled Caller Callbacks
Lab 5-3: Implementing Web-originated Callbacks
Lab 6-1: Using ASR/TTS in Applications
Lab 6-2: Implement XML Techniques
Lab 6-3: Implement Java Objects
Lab 7-1: Implement Whisper Techniques
Lab 7-2: Implement Horoscope Application

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