Cisco Unified CCX Overview

• Components of the Cisco Unified CCX Environment.
• Gateways.
• Routers.
• Cisco Unified Communications Manager.
• Cisco Unified CCX.
• Script Editor.
• Cisco Finesse.
• Cisco Unified Intelligence Center.
• Cisco Unified CCX Agent.
• External Servers.
• Cisco Unified CCX System Cluster Components.
• Engine.
• Database Server.
• Call Flow Terms.
• The Call Flow.
• The Debug Process Reactive.
• Non-Reactive

Prompt Recording Utilities

• Prompt Recorder
• Emergency Message Recorder

Basic ACD Routing

• Review Script Steps used in a Simple ACD Routing Script.
• Resource Group Routing.
• Defining the Contact Service Queue.
• Create a Simple ACD routing script

Common Scripting Concepts

• Prompt Management.
• Using the Default Script.
• Terminating a Call and Ending a Script.
• Abandon Rates.
• Exception Handling.
• Script Interruptions.
• Check Agent Availability before and after entering queue.
• Using Java Methods for Holiday and Time of Day routing

Accessing an External Database

• Database architecture and supported databases.
• Setting up the Database Subsystem.
• Using Database script steps

Skills Based Routing

• Appling skills to agents.
• Defining the Contact Service Queue.
• Specifying the CSQ in the Script

Advanced ACD Routing

• Overflow Routing.
• When to Overflow.
• How to get the Data Needed for Making Decisions.
• Describe Methods of Overflowing

Basic ACD Callback Options

• Setup the Email Subsystem.
• Script for Email Notification.
• Script for Leaving a Recorded Message.
• Script for Callback when Queue Times have Decreased

Enterprise Data and Session Management

• Define Enterprise Data in Cisco Finesse.
• Define a Call Variable Layout in Cisco Finesse.
• Define ECC Variables in the script editor.
• Set Enterprise Data in the script.
• Define Session Management.
• Setup Session Management.
• Use Session Management to Pass Variable Information Between Scripts

Advanced ACD Callback Options

• Leave Queued Message with an Option for Callback.
• Scheduled Callback

Additional course details:

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While we feel this is the best course for the Cisco Advanced Scripting for Cisco Unified Contact Center Express v11.0 (ASCCX) course and one of our Top 10 we encourage you to read the course outline to make sure it is the right content for you.

Additionally, private sessions, closed classes or dedicated events are available both live online and at our training centres in Dublin and London, as well as at your offices anywhere in the UK, Ireland or across EMEA.

FAQ for the Cisco Advanced Scripting for Cisco Unified Contact Center Express v11.0 (ASCCX) Course

Available Delivery Options for the Cisco Advanced Scripting for Cisco Unified Contact Center Express v11.0 (ASCCX) training.

• Live Instructor Led Classroom Online (Live Online)
• Traditional Instructor Led Classroom (TILT/ILT)
• Delivery at your offices in London or anywhere in the UK
• Private dedicated course as works for your staff.

How many CPD hours does the Cisco Advanced Scripting for Cisco Unified Contact Center Express v11.0 (ASCCX) training provide?

The 5 day. Cisco Advanced Scripting for Cisco Unified Contact Center Express v11.0 (ASCCX) training course give you up to 30 CPD hours/structured learning hours. If you need a letter or certificate in a particular format for your association, organisation or professional body please just ask.

What is the correct audience for the Cisco Advanced Scripting for Cisco Unified Contact Center Express v11.0 (ASCCX) training?

This course is intended for Cisco Unified Communications system channel partners and resellers who are responsible for deployment and application engineering for Cisco Unified Contact Center Express customers, System and technical support engineers, Day 1 and Day 2 support personnel, and Customers deploying and maintaining Cisco Unified CCX

Do you provide training for the Cisco Advanced Scripting for Cisco Unified Contact Center Express v11.0 (ASCCX).

Yes we provide corporate training, dedicated training and closed classes for the Cisco Advanced Scripting for Cisco Unified Contact Center Express v11.0 (ASCCX). This can take place anywhere in UK including, England, Scotland, Cymru (Wales) or Northern Ireland or live online allowing you to have your teams from across UK or further afield to attend a single training event saving travel and delivery expenses.

What is the duration of the Cisco Advanced Scripting for Cisco Unified Contact Center Express v11.0 (ASCCX) program.

The Cisco Advanced Scripting for Cisco Unified Contact Center Express v11.0 (ASCCX) training takes place over 5 day(s), with each day lasting approximately 8 hours including small and lunch breaks to ensure that the delegates get the most out of the day.

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Nexus Human are recognised as one of the best training companies as they and their trainers have won and hold many awards and titles including having previously won the Small Firms Best Trainer award, national training partner of the year for UK on multiple occasions, having trainers in the global top 30 instructor awards in 2012, 2019 and 2021. Nexus Human has also been nominated for the Tech Excellence awards multiple times. Learning Performance institute (LPI) external training provider sponsor 2024.

Is there a discount code for the Cisco Advanced Scripting for Cisco Unified Contact Center Express v11.0 (ASCCX) training.

Yes, the discount code PENPAL5 is currently available for the Cisco Advanced Scripting for Cisco Unified Contact Center Express v11.0 (ASCCX) training. Other discount codes may also be available but only one discount code or special offer can be used for each booking. This discount code is available for companies and individuals.