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

  • Course Introduction

  • Learner Prerequisite Skills and Knowledge
    Course Goal
    Course Objectives
    Course Flow
    General Administration
    Lab Diagram
    Please Introduce Yourself

  • Lesson 1: 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

  • Lesson 2: Prompt Recording Utilities

  • Prompt Recorder
    Emergency Message Recorder

  • Lesson 3: 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

  • Lesson 4: 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

  • Lesson 5: Accessing an External Database

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

  • Lesson 6: Skills Based Routing

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

  • Lesson 7: Advanced ACD Routing

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

  • Lesson 8: 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

  • Lesson 9: 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

  • Lesson 10: Advanced ACD Callback Options

  • Leave Queued Message with an Option for Callback
    Scheduled Callback


The primary audience for this course is as follows: 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. 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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