ACCXSL 106: Advanced Contact Center Express Scripting Labs « Netlan Technologies
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ACCXSL 106: Advanced Contact Center Express Scripting Labs

ACCXSL 106: Advanced Contact Center Express Scripting Labs


Guaranteed to Run Class - January 9, 2017
Vendor: Cisco - Cisco Unified Contact Center
Course # ACCXSL
Course Starts On: January 9, 2017 - March 27, 2017 -
Length of the Course: 5 Days
Price: $3,695 – Click Here to Pre Register

Overview

Course Overview

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.

This course is intended to be a follow-on course to UCCXD v4.0 or UCCX 5.0, and completely replaces the outdated Unified Contact Center Advanced v1.0 class. ACCXSL introduces updated best practices, sophisticated steps, and modern concepts for deploying advanced contact center applications and techniques.

The class utilizes Cisco Unified Contact Center Express 9.0 and highlights new application features and services. Sunset Learning has deployed Unified CCX labs on the latest UCS platforms using VMWare ESXi and vSphere technology.

Target Audience

  • Experience Unified CCX Engineers and administrators charged with building applications.
  • Anyone who has attended UCCXD v4.0 or UCCX 5.0 who requires more hands-on training on advanced features and troubleshooting

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 Objectives

  • Describe the Unified CCX product architecture, components, call flow, and general administration techniques
  • Describe and apply new Unified CCX v9.0 features
  • Install and use the CCX Script Editor to create and debug scripts
  • Provision and test CCX script applications
  • Create application development tools for recording prompts, emergency prompts
  • Create administrative tools to open and close contact centers
  • Create useful subflow scripts to determine if today is a holiday
  • Manipulate and speak dates, times, and data
  • Deploy and manipulate languages within script applications
  • Create a fully-functional help desk application using best practices
  • Display important enterprise data on the Cisco Agent Desktop
  • Creatively use the Cisco Desktop Administrator and the Cisco Desktop Workflow Administrator
  • Create and deploy subflow scripts to announce estimated wait times, position in queue
  • Invoke exception handling when a script throws an error
  • Implement overflow routing techniques
  • Create and deploy multiple caller callback techniques
  • Descript XML technology as it is deployed in a contact center
  • Implement Java objects acquired from the public domain
  • Troubleshoot CCX applications and scripts

 

Product Description

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: Create 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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