Network Training - Course Details

ACCESLv90 Advanced Contact Center Express Scripting Labs v9.0

Network Training Course Description:
Advanced Contact Center Express Scripting Labs v9.0 (ACCXSL) is a 5-day instructor-led, lab-intensive course intended for experienced Unified Contact Center Express (CCX) administrators who need in-depth knowledge advanced scripting techniques using complex script steps to resolve sophisticated contact center requirements. This course addresses the steps in the Script Editor pallet as well as scripting techniques involving databases, HTTP, XML, VXML, Java Objects, and Desktop Administration.
Network Training Course Duration:
Network Training Course Target Audience:
Experience Unified CCX Engineers and administrators charged with building applications,Anyone who has attended UCCXD v4.0 or UCCX 5.0 who requires more hands-on training on advanced features and troubleshooting.
Network Training Course Prerequisite:
UCCXD v4.0 or UCCX 5.0 training or equivalent knowledge,Some UCCX additional field experience
Course Content:
  • Module 1: Unified CCX Product Overview

    • Review of Unified CCX Architecture, Components, Call Flow, Administration, Script Editor
    • New/Changed Features in Unified Contact Center Express 9.0
    • Provisioning an Application
    • Using the Script Editor
    • Creating a Basic Contact Center Application

  • Module 2: CCX Application Development Tools

    Recording Prompts

    • Overview of Prompt Recording Tool
    • Review New, Relevant Script Steps

  • Emergency/Status Recording

    • Overview of Emergency/Status
    • Review New, Relevant Script Steps

  • Creating Holiday Subflows

    • XML Techniques
    • Database Technique
    • Switch Step Technique
    • Review New, Relevant Script Steps

  • Creating Default Scripts

    • Sample Default Script

  • Manipulating and Speaking Data

    • Using Date and Time type variables
    • Calculating today's date and time
    • Calculate tomorrow's date
    • Calculate future dates
    • Speak data
    • Using ASR/TTS Methods
    • Review New, Relevant Script Steps

  • Manipulating Dates and Times

    • Creating a test script for dates and times
    • Speaking dates and times
    • Review New, Relevant Script Step

  • Creating Open and Closed State Scripts

    • Overview of Open/Closed State Scripts
    • Review New, Relevant Script Steps
    • Creating XML Documents for Open/Closed Scripts
    • Create a Open/Closed Script to Check Current Contact Center State
    • Modify the Script to Manage Current State

  • Manipulating Languages

    • Review New Relevant Script Steps
    • Multi-language Prompts
    • Multi-language Test Scripts

  • Module 3: Help Desk Labs

    Creating a Help Desk Script

    • Review New, Relevant Script Steps
    • Creating the Help Desk Script
    • Building the Help Desk Application

  • Implementing Best Contact Center Practices

    • Exception Handling
    • Call Subflows

  • Implementing Best Practices: Agent is Not Ready

    • Estimated Wait Time
    • Position-in-queue
    • Implementing Holiday Subflow
    • Implement Open/Closed Technology

  • Implementing Overflow Routing Techniques

    • Review New, Relevant Script Steps
    • Routing as Overflow
    • Routing as “Include”

  • Module 4: Displaying Enterprise Data in CAD

    Using the Desktop Workflow Administrator

    • Workflow Groups
    • Enterprise Data Thresholds
    • Configuring Task Buttons
    • Reason Codes
    • Wrap-up Data
    • Integrated Browser

  • Using the Desktop Administrator

    • Creating Data Fields, Layout Lists
    • Testing Procedures and Troubleshooting Enterprise Data

  • Module 5: Caller Callback Techniques

    • Implementing Caller Callback when Contact Center is less busy
    • Implementing Caller Callback - Scheduled by Caller
    • Implementing Web-originated Callbacks

  • Module 6: Premium Applications

    • ASR/TTS Technology
    • XML Techniques
    • Java Objects
    • Using Auto Attendant
    • Outbound Preview Dialing

  • Module 7: Example Optional Advanced Techniques

    • Implementing Whisper Functions
    • Example Horoscope Application