Advanced Contact Center Express Scripting Labs, v9.0 (ACCXSL) Course Overview: Advanced Contact Center Express Scripting Labs v9.0 (ACCXSL) is a 5-day instructor-led, labintensive 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 This course is intended to be a follow-on course to UCCXD v4.0 or UCCX 5.0, and completely replaces the outdated Unified Contact Center Advanced v1.0 class.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. After a short review of Unified CCX architecture, basic administration and the Script Editor, the course begins with a discussion of new and changed features in UCCX 9.0. Next we provision our first application to build familiarity with call control groups, dialog groups, applications, triggers, prompt management, and the script editor. The class will then address the creation of a basic contact center to refresh knowledge of call flow, agents, teams, Cisco Agent Desktop (CAD), Cisco Supervisor Desktop (CSD), Contact Service Queues, Finesse Agent Desktops and other new capabilities offered by UCCX v9.0. Every contact center needs a series of tools to help build scripts and applications. The class will build tools to record prompts and to record and deploy emergency/status prompts. Next students will build some common subflows to manage holidays using multiple techniques. Default scripts will be built for caller troubles and system errors. Students will experience using text-to-speech as a valuable development tool to substitute for prompts while creating scripts. Next the class will explore manipulating and speaking data, working with date and time variables and manipulating and speaking dates, time and data. Students will create open/closed scripts used for manually opening and closing your contact center using XML documents and the new abbreviated X-path techniques. Students will learn to manipulate languages using the language tools in the script editor. For the rest of the week the class will conduct a master project and will build a major contact center application, deploying database routing, skills-based routing, expected wait time subflows, and caller's position in queue subflows. The labs will consider what happens when agents are logged in and ready. If agents are not ready the class will investigate how to use various overflow routing techniques. Students will spend lab time using the Cisco Desktop Administrator and the Cisco Workflow Administrator to create applications that push data to the agent desktop and cause the agent desktop to react to that data. There are optional desktop labs for those who wish extend their learning experience.
Participants will examine advanced, updated caller callback techniques such as callbacks when a caller has hung up, or scheduled callbacks, or web-based requests for callbacks. During the week the class will explore various trouble-shooting techniques to resolve real-time issues while developing applications, which includes tools, tricks, cool tips and visiting the logs. This course was developed to provide additional hands-on training for those who already have a basic understanding of UCCX administration and are looking further training to provide callers and agents with a pleasant and effective experience. This is not a certification or implementation course. Who will benefit from this course? 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 Sunset Learning Differentiators: World Class Instruction Team o All instructors hold Certified Cisco Systems Instructor (CCSI) certification. o All instructors have a four-year technical degree or equivalent work experience. o All instructors have a minimum of either four years teaching technical networking classes or five years consulting experience. Enhanced Learning Experience o The goal of our instructors during class is ensure students understand the material, guide them through our up to date labs and encourage questions and interactive discussions. Enjoyment of the learning process is a primary objective for Sunset Learning instructors. High Quality Real World Lab Environments o Course offerings include real-time access to labs with the latest Cisco equipment o Result is real world experiences to help students prepare for actual networking environments. o Hands on experience aids in Cisco exam preparation. Outstanding Customer Service o Dedicated program manager o Quality instruction team o Creatively designed curriculum to meet your specific needs o Delivery at your location or ours
Course Objectives: After completion of this course, students will be able to... 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 Course Outline: Module 1: Unified CCX Product Overview Review of Unified CCX Architecture, Components, Call Flow, Administration, Script Editor New/Changed Features in Unified Contact Center Express 9.0 Provisioning an Application Using the Script Editor Creating a Basic Contact Center Application Module 2: CCX Application Development Tools Recording Prompts Overview of Prompt Recording Tool Emergency/Status Recording Overview of Emergency/Status Creating Holiday Subflows XML Techniques Database Technique Switch Step Technique
Creating Default Scripts Sample Default Script Manipulating and Speaking Data Using Date and Time type variables Calculating today's date and time Calculate tomorrow's date Calculate future dates Speak data Using ASR/TTS Methods Manipulating Dates and Times Creating a test script for dates and times Speaking dates and times Review New, Relevant Script Step Creating Open and Closed State Scripts Overview of Open/Closed State Scripts Creating XML Documents for Open/Closed Scripts Manipulating Languages Review New Relevant Script Steps Multi-language Prompts Create a Open/Closed Script to Check Current Contact Center State Modify the Script to Manage Current State Multi-language Test Scripts Module 3: Help Desk Labs Creating a Help Desk Script Creating the Help Desk Script Implementing Best Contact Center Practices Exception Handling Building the Help Desk Application Call Subflows Implementing Best Practices: Agent is Not Ready Estimated Wait Time Position-in-queue Implementing Holiday Subflow Implement Open/Closed Technology Implementing Overflow Routing Techniques Routing as Overflow Routing as Include Module 4: Displaying Enterprise Data in CAD Using the Desktop Workflow Administrator Workflow Groups Enterprise Data Thresholds Configuring Task Buttons Using the Desktop Administrator Creating Data Fields, Layout Lists Reason Codes Wrap-up Data Integrated Browser Testing Procedures and Troubleshooting Enterprise Data
Module 5: Caller Callback Techniques Implementing Caller Callback when Contact Center is less busy Implementing Caller Callback - Scheduled by Caller Implementing Web-originated Callbacks Module 6: Premium Applications ASR/TTS Technology XML Techniques Java Objects Using Auto Attendant Outbound Preview Dialing Module 7: Example Optional Advanced Techniques Implementing Whisper Functions Example Horoscope Application
Labs All labs have a Lab Preparation section to review the script steps and techniques Module 1 Labs Lab 1: Provisioning You First Application o Observe the Telephony Provider configuration o Add Your Call Control Group o Add Cisco Media Termination Dialog Control Groups Lab 1-2: Using the Script Editor o Download a script to your local hard drive o Modify Your Prompt and Script Lab 1-3: Create a Basic Contact Center Application o Assign IPCC Extensions to Agents o Associate the Agent Phone with the RmCm Provider o Create Resource Groups, Skills o Assign Resource Groups and Skills to Agents o Create Contact Service Queues o Assign Supervisor Capabilities o Make Team Assignments o Install the Agent and Supervisor Desktop o Add a New Unified CCX Script Application o Add Telephony Trigger for Your Application o Call and Test Your New Application o Install the Cisco Unified CCX Script Editor o Debug Your Script o Start the Agent Desktop and Login o Start the Supervisor Desktop and Login o Prepare your Application to Use the icd.aef Script o Test the Script, Agent Desktop, and Basic Call Handling o Use Skills-Based CSQs to Manage Calls o Conduct Supervisor Activities o Use the CAD Browser Edition (Optional) Module 2 Labs Lab 2-1: Recording Prompts o Create a Prompt Recording Script and Application o Add a Prompt Recording Application o Add a Telephony Trigger for Your Application o Record a New Welcome Prompt o Change Your Welcome Message o Change Your Welcome Message Directly Lab 2-2: Add Emergency/Status Recordings o Modify the Prompt Recording Tool Script to include emergency/status options. o Modify student.aef script to play a status message o Test the New Status Message Feature o Record new prompts for your new script, deploy the prompts o Modify Communications Manager user PINs for your user o Deploy additional security and authentication techniques o Debug your modified script o Debug the Prompt Recorder All script
Lab 2-3: Creat Holiday Subflow Scripts o Create a script to use an XML file to list holidays and determine if today's date is a holiday o Create a script to use a holiday database table to list holidays and determine if today's date is a holiday o Create a script to use the Switch step to list holidays and determine if today's date is a holiday. o Use the Set step to convert from date type variable values to string type. o Properly use Date type variables o Debug your three scripts Lab 2-4: Create Default Scripts o Create a simple default Script o Modify the simple default script to use text-to-speech Lab 2-5: Manipulate and Speaking Data o Create a demo data script o Modify the demo data script to speak data Lab 2-6: Manipulate Dates and Time o Create a Date and Time Test Script o Speak Dates and Times o Add a test application o Add a telephony trigger for the test application Lab 2-7: Create Open/Closed State Scripts o Create two XML Documents o Create a CurrentState.aef script to check the contact center state o Add State Management to the CurrentState.aef script Lab 2-8: Manipulate Languages o Create Multi-language prompts o Create a multi-language test script Module 3 Labs Lab 3-1: Create a Help Desk Script o Build a basic help desk script o Add a new help desk application o Add a telephony trigger for the help desk application Lab 3-2: Implement Best Contact Center Practices o Implement exception handling techniques o Implement call subflows o Implement the previously-created holiday subflow (switch version) Lab 3-3: Implement Expected Wait Time Techniques o Create an Expected Wait Time Subflow Script o Implement Expected Wait Time in the Help Desk Script o Verify the application, when called, arrives at your ready agent. o Implement contact center closing techniques. o Test the Expected Wait Time function when calling the Help Desk application
Lab 3-4: Implement Position in Queue Techniques o Create a position-in-queue subflow script o Implement PIQ techniques in the Help Desk Script Lab 3-5: Implement Overflow Routing Techniques o Modify the Select Resource step queue loop to include another Select Resource step to select agents from yet another CSQ - providing an overflow function. o Apply, using Boolean expressions, business rules to enable this overflow activity. Module 4 Labs Lab 4-1: Display Enterprise Data in CAD o Install the Desktop Workflow Administrator o Create a new workflow group o Configure enterprise data call activity thresholds o Add the outbound dialer toolbar o Task button #1 High priority chat with supervisor o Task button #2 Launch an Internet Web site o Task button #3 Transfer call to supervisor o Task button#4 & 5- Set record buttons o Create reason codes o Implement Wrap-up-data o Setup integration browser o Create the call record enterprise data fields using Cisco Desktop Administrator o Create layout lists to specify and organize the data fields to be displayed o Use the Desktop Workflow Administrator to create workflow groups to be assigned to agents. o Modify the Help Desk script to use the Set Enterprise Data step to push the variable values into the call record fields. o Successfully display enterprise data from the caller, from a database, from the system and from variable parameters. Module 5 Labs Lab 5-1: Implement Caller Callback - When Contact Center is Less Busy Prepare a callback queue script Add a callback queue application and trigger Modify the help desk script for caller callback Implement callback confirmation email Lab 5-2: Implement Scheduled Caller Callbacks Lab 5-3Implementing Web-originated Callbacks
Module 6 Labs Lab 6-1: Using ASR/TTS in Applications Lab 6-2: Implement XML Techniques Lab 6-3: Implement Java Objects Module 7 Optional Labs Lab 7-1: Implement Whisper Techniques Lab 7-2: Implement Horoscope Application