Building on the knowledge base and scripting experience learned in the UCCXD class, the student will explore advanced techniques in scripting and overall Cisco Unified CCX functionality. During this five day class the students will use advanced scripting to implement features that extend the functionality of Cisco Unified CCX using many of the tools that are already available in the premium version of the product. Students should expect to spend time using the script editor and other tools to create developer tools and enhanced scripts to provide for a more functional and user-friendly customer experience. Activities include creating prompt recording tools, applying common sense scripting principles, creating simple and complex ACD routing scripts, holiday routing, external database access
* Actual course outline may vary depending on offering center. Contact your sales representative for more information.
Learning Objectives
Upon completing this course, the learner will be able to meet these overall objectives:
Review Cisco Unified CCX environment components
Create prompt recording tools
Create a helpdesk script
Apply common sense principles for scripting and system management, such as:
Prompt, document, and grammar management
Using the default script
Scripting for proper call termination and ending a script
Abandon rates
Exception handling
Check Agent Availability before and after entering queue
Using Java Methods for Holiday and Time of Day routing
Setup access and use an external database
Define and use skills
Script for conditional routing
Script for basic callback scenarios
Setup and use enterprise data and session management
Script for queuing and scheduled callback scenarios
$4,195
Length: 5.0 days (40 hours)
Level: