The student will explore advanced techniques in scripting and Cisco Unified CCX functionality. During this five day class students will use advanced scripting to implement features that extend the functionality of Cisco Unified CCX.


* Actual course outline may vary depending on offering center. Contact your sales representative for more information.

Learning Objectives

Upon successful completion of this course, students will be able to create utilize advanced techniques in scripting and Cisco Unified CCX functionality

  • Cisco Unified CCX Overview

  • Components of the Cisco Unified CCX Environment.
    Cisco Unified Communications Manager.
    Cisco Unified CCX.
    Script Editor.
    Cisco Finesse.
    Cisco Unified Intelligence Center.
    Cisco Unified CCX Agent.
    External Servers.
    Cisco Unified CCX System Cluster Components.
    Database Server.
    Call Flow Terms.
    The Call Flow.
    The Debug Process Reactive.

  • Prompt Recording Utilities

  • Prompt Recorder
    Emergency Message Recorder

  • Basic ACD Routing

  • Review Script Steps used in a Simple ACD Routing Script.
    Resource Group Routing.
    Defining the Contact Service Queue.
    Create a Simple ACD routing script

  • Common Scripting Concepts

  • Prompt Management.
    Using the Default Script.
    Terminating a Call and Ending a Script.
    Abandon Rates.
    Exception Handling.
    Script Interruptions.
    Check Agent Availability before and after entering queue.
    Using Java Methods for Holiday and Time of Day routing

  • Accessing an External Database

  • Database architecture and supported databases.
    Setting up the Database Subsystem.
    Using Database script steps

  • Skills Based Routing

  • Appling skills to agents.
    Defining the Contact Service Queue.
    Specifying the CSQ in the Script

  • Advanced ACD Routing

  • Overflow Routing.
    When to Overflow.
    How to get the Data Needed for Making Decisions.
    Describe Methods of Overflowing

  • Basic ACD Callback Options

  • Setup the Email Subsystem.
    Script for Email Notification.
    Script for Leaving a Recorded Message.
    Script for Callback when Queue Times have Decreased

  • Enterprise Data and Session Management

  • Define Enterprise Data in Cisco Finesse.
    Define a Call Variable Layout in Cisco Finesse.
    Define ECC Variables in the script editor.
    Set Enterprise Data in the script.
    Define Session Management.
    Setup Session Management.
    Use Session Management to Pass Variable Information Between Scripts

  • Advanced ACD Callback Options

  • Leave Queued Message with an Option for Callback.
    Scheduled Callback


This course is intended for Cisco Unified Communications system channel partners and resellers who are responsible for deployment and application engineering for Cisco Unified Contact Center Express customers, System and technical support engineers, Day 1 and Day 2 support personnel, and Customers deploying and maintaining Cisco Unified CCX




There are no stated prerequisites for this course. Please check with your representative for details.


Length: 5.0 days (40 hours)


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