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Cisco

ASCCX v11.0 Certification Training

Course Overview

Our 5 day instructor – led Cisco ASCCX v11.0 (Advanced Scripting for Cisco Unified Contact Center Express) training and certification boot camp in Washington, DC Metro, Tysons Corner, VA, Columbia, MD or Live Online incorporates 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.

This course will :

  • 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

Schedule

ASCCX v11.0 Certification Training

date
location
4/26/21 - 4/30/21 (5 days)

9:00AM - 5:00PM CT

Online
Open
6/21/21 - 6/25/21 (5 days)

9:00AM - 5:00PM PST

Online
Open
8/16/21 - 8/20/21 (5 days)

9:00AM - 5:00PM CT

Online
Open
10/11/21 - 10/15/21 (5 days)

9:00AM - 5:00PM EST

Online
Open
12/06/21 - 12/10/21 (5 days)

9:00AM - 5:00PM PST

Online
Open

Duration

5 Days

Course Outline

  • Course Introduction
  • Lesson 1: Cisco Unified CCX Overview
  • Lesson 2: Prompt Recording Utilities
  • Lesson 3: Basic ACD Routing
  • Lesson 4: Common Scripting Concepts
  • Lesson 5: Accessing an External Database
  • Lesson 6: Skills Based Routing
  • Lesson 7: Advanced ACD Routing
  • Lesson 8: Basic ACD Callback Options
  • Lesson 9: Enterprise Data and Session Management
  • Lesson 10: Advanced ACD Callback Options

Lab Outline

  • Lab 1-0: Setting up your VPN and Student CIPC
  • Lab 2-1: Prompt Recorder
  • Lab 2-2: Emergency Message Recorder
  • Lab 3-1: Help Desk Script
  • Lab 4-1: Common Scripting Concepts
  • Lab 5-1: Database Queries
  • Lab 6-1: Skills Based Routing
  • Lab 7-1: Advanced ACD Routing
  • Lab 8-1: Use Email Notification
  • Lab 8-2: Leave Recorded Message via Email
  • Lab 8-3: Callback When Queue Times Decrease
  • Lab 9-1: Enterprise Data
  • Lab 9-2: Session Management
  • Lab 10-1: Leave Queued Message with an Option for Callback
  • Lab 10-2: Scheduled Callback
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