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ACCXSL 11.0 - Advanced Contact Center Express Scripting Labs v11.0

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Duration: 5 Days

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Course Information

Course Description

​Advanced Contact Center Express Scripting Labs v11.0 (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This course is intended to be a follow-on course to UCCXD v4.0 or UCCX 5.0, and completely replaces the outdated Unified Contact Center Advanced v1.0 class.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 11.0 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. 

Course Objectives

Course 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
  • 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

    Course 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 Schedule
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