BONUS! Cyber Phoenix Subscription Included: All Phoenix TS students receive complimentary ninety (90) day access to the Cyber Phoenix learning platform, which hosts hundreds of expert asynchronous training courses in Cybersecurity, IT, Soft Skills, and Management and more!
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
Currently, there are no public classes scheduled. Please contact a Phoenix TS Training Consultant to discuss hosting a private class at 301-258-8200.
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
BONUS! Cyber Phoenix Subscription Included: All Phoenix TS students receive complimentary ninety (90) day access to the Cyber Phoenix learning platform, which hosts hundreds of expert asynchronous training courses in Cybersecurity, IT, Soft Skills, and Management and more!
Phoenix TS is registered with the National Association of State Boards of Accountancy (NASBA) as a sponsor of continuing professional education on the National Registry of CPE Sponsors. State boards of accountancy have final authority on the acceptance of individual courses for CPE credit. Complaints re-garding registered sponsors may be submitted to the National Registry of CPE Sponsors through its web site: www.nasbaregistry.org
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