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Advanced Contact Center Express Scripting Labs

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Module 1: Unified CCX Review Lesson 1: Review of Unified CCX Architecture, Components, Call Flow, Administration, Script Editor Lesson 2: New/Changed Features in CUCM 9.0 Lesson 3: Provisioning an Application Lesson 4: Using the Script Editor Lesson 5: Creating a Basic Contact Center Application Labs: Provisioning an Application
  • Adding a Cisco Unified Communications Manager Telephony Trigger for Your Application
  • Calling and Testing Your New Application
  • Installing the Cisco Unified CCX Script Editor
  • Observe the Telephony Provider configuration
  • Adding Your Call Control Group
  • Adding Cisco Media Termination Dialog Control Groups
  • Adding a New Cisco Unified CCX Script Application
Using the Script Editor
  • Make Team Assignments
  • Install the Agent and Supervisor Desktop
  • Start the Agent Desktop and Login
  • Start the Supervisor Desktop and Login
  • Prepare your Application to Use the icd.aef Script
  • Test the Script, Agent Desktop, and Basic Call Handling
  • Use Skills-Based CSQs to Manage Calls
  • Conduct Supervisor Activities
  • Use the CAD Browser Edition (Optional)
  • Download a script to your local hard drive
  • Modify Your Prompt and Script
  • Debug Your Script
  • Create a Basic Contact Center Application
  • Assign IPCC Extensions to Agents
  • Associate the Agent Phone with the RmCm Provider
  • Create Resource Groups, Skills
  • Assign Resource Groups and Skills to Agents
  • Create Contact Service Queues
  • Assign Supervisor Capabilities
Module 2: CCX Application Development Tools Lesson 1: Recording Prompts
  • Overview of Prompt Recording Tool
  • Review New, Relevant Script Steps
Lesson 2: Emergency/Status Recording
  • Overview of Emergency/Status
  • Review New, Relevant Script Steps
Lesson 3: Creating Holiday Subflows
  • XML Techniques
  • Database Technique
  • Switch Step Technique
  • Review New, Relevant Script Steps
Labs: Recording Prompts
  • Record a New Welcome Prompt for App
  • Change Your Welcome Message for App
  • Change Your Welcome Message Directly for App
  • Create a Prompt Recording Script and Application
  • Add a Prompt Recording Application
  • Add a Telephony Trigger for Your Application
Adding Emergency/Status Recording
  • Modify Communications Manager user PINs for your user
  • Deploy additional security and authentication techniques
  • Debug your modified script
  • Debug the Prompt Recorder All script
  • Modify the Prompt Recording Tool Script to include emergency/status options.
  • Modify student.aef script to play a status message
  • Test the New Status Message Feature
  • Record new prompts for your new script, deploy the prompts
Creating Holiday Subflow Scripts
  • Create a script to use an XML file to list holidays and determine if today's date is a holiday
  • Create a script to use a holiday database table to list holidays and determine if today's date is a holiday
Creating Default Scripts
  • Create a Default Script for Most Applications
  • Create a script to use the Switch step to list holidays and determine if today's date is a holiday.
  • Use the Set step to convert from date type variable values to string type.
  • Properly use Date type variables
  • Debug your three scripts
  • Modify the script to use text-to-speech
Manipulating and Speaking Data Manipulating Dates and Time
  • Creating a Date and Time Test Script
  • Speaking Dates and Times
Creating Open/Closed State Scripts
  • Creating XML Documents
  • Add State Management to the CurrentState.aef script
  • Create a CurrentState.aef script to check the contact center state
Manipulating Languages
  • Creating Multi-language Prompts
  • Create a Multi-language test script
Module 3: Help Desk Lab Lesson 1: Creating a Help Desk Script
  • Review New, Relevant Script Steps
  • Building the Help Desk Application
  • Creating the Help Desk Script
Lesson 2: Implementing Best Contact Center Practices
  • Exception Handling
  • Call Subflows
Lesson 3: Implementing Best Practices: Agent is Not Ready
  • Estimated Wait Time
  • Position-in-queue
  • Implementing Holiday Subflow
  • Implement Open/Closed Technology
Lesson 4: Implementing Overflow Routing Techniques
  • Review New, Relevant Script Steps
  • Routing as “Include”
  • Routing as Overflow
Labs: Create a Help Desk Script
  • Build a basic help desk script
  • Add a new help desk application
  • Verify the application, when called, arrives at your ready agent.
  • Add a new help desk application
Implementing Help Desk Best Practices: Agent is ready for a call
  • Implement Exception Handling Techniques
  • Implement call subflows
Implement Expected Wait Time Techniques
  • Create an Expected Wait Time Subflow Script
  • Implement Expected Wait Time in the Help Desk Script
Implement Position in Queue Techniques
  • Create a Position-in-queue Subflow Script
  • Implement PIQ Techniques in the Help Desk Script
Implementing Overflow Routing Techniques
  • Modify the Select Resource step queue loop to include another Select Resource step to select agents from yet another CSQ - providing an overflow function.
  • Apply, using Boolean expressions, business rules to enable this overflow activity
Module 4: Displaying Enterprise Daata in CAD Lesson 1: Using the Desktop Workflow Administrator
  • Workflow Groups
  • Enterprise Data Thresholds
  • Configuring Task Buttons
  • Reason Codes
  • Wrap-up Data
  • Integrated Browser
Lesson 2: Using The Desktop Administrator
  • Creating Data Fields, Layout Lists
  • Testing Procedures and Troubleshooting Enterprise Data
Labs: Displaying Enterprise Data in CAD
  • Create the call record enterprise data fields using Cisco Desktop Administratort
  • Create layout lists to specify and organize the data fields to be displayed
  • Use the Desktop Workflow Administrator to create workflow groups to be assigned to agents.
  • Modify the Help Desk script to use the Set Enterprise Data step to push the variable values into the call record fields.
  • Successfully display enterprise data from the caller, from a database, from the system and from variable parameters.
Using HTTP Actions to Retrieve Customer Records
Module 5: Caller Callback Techniques Lesson 1: Implementing Caller Callback when Contact Center is less busy Lesson 2: Implementing Caller Callback - Scheduled by Caller Lesson 3: Implementing Web-originated Callbacks Labs:
  • Implementing Caller Callback - When Contact Center is Less Busy
  • Implementing Caller Callback - Scheduled
  • Implementing Web-originated Callbacks
Module 6: Premium Applications Lesson 1: ASR/TTS Technology Lesson 2: XML Techniques Lesson 3: Java Objects Lesson 4: Using Auto Attendant Lesson 5: Implementing Outbound Preview Dialing Labs:
  • Using ASR/TTS in Applications
  • Implementing XML
  • Final Trouble Lab
Module 7: Example Optional Advanced Techniques Lesson 1: Implementing Whisper Functions Lesson 2: Example Horoscope Application Optional Labs:
  • Implementing Whisper Techniques
  • Implementing Horoscope Application


  • To fully benefit from this course, students should have the following prerequisite skills and knowledge:
  • UCCXD v4.0 course or equivalent knowledge
  • Some UCCX additional field experience


Experience Unified CCX Engineers and administrators charged with building applications. Anyone who has attended UCCXD v4.0 who requires more hands-on training on advanced features and troubleshooting
$3695.00 List Price

5 Days Course

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