ACCXSL 10.6: Advanced Contact Center Express Scripting Labs Training

Answers to Popular Questions:

 
Yes, this class can be tailored to meet your specific training needs.
Yes, we provide Cisco consulting services.
Yes, group discounts are provided.

Course Description

 
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.
Course Length: 5 Days
Course Tuition: $3290 (US)

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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