Advanced Contact Center Express Scripting Labs

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