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ACCXSL - Advanced Contact Center Express Scripting Labs (ACCXSL)

  • Tuition USD $4,195 GSA  $3,592.70
  • Reviews star_rate star_rate star_rate star_rate star_half 2006 Ratings
  • Course Code ACCXSL
  • Duration 5 days
  • Available Formats Classroom, Virtual

After completion of this course, students will be able to...Describe the Unified CCX product architecture, components, call flow, and general administration techniques Describe and apply new Unified CCX features to include Finesse Desktops Install and use the CCX Script Editor to create and debug scripts Provision and test CCX script applications Create application development tools for recording prompts, emergency prompts Create administrative tools to open and close contact centers Create useful subflow scripts to determine if today is a holiday Manipulate and speak dates, times, and data Deploy and manipulate languages within script applications Create a fully-functional help desk application using best practices Display important enterprise data on the Finesse Desktop Creatively use the Finesse Administrator to develop Actions and Workflow Create and deploy subflow scripts to announce estimated wait times, position in queue Invoke exception handling when a script throws an error Implement overflow routing techniques Create and deploy multiple caller callback techniques Deploy XML technology as it is used in contact center scripts Implement Java objects acquired from the public domain Troubleshoot CCX applications and scripts

Skills Gained

Experienced Unified CCX engineers and administrators charged with building applications. Anyone who has attended UCCX and requires more hands-on training on advanced features and troubleshooting

Who Can Benefit

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

Prerequisites

Advanced Contact Center Express Scripting Labs (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 Finesse Administration.  This course is intended to be a follow-on course to UCCX. ACCXSL introduces updated best practices, sophisticated steps, and modern concepts for deploying advanced contact center applications and techniques.   The class utilizes Cisco Unified Contact Center Express and highlights new application features and services. Sunset Learning has deployed Unified CCX labs on the latest UCS platforms using VMWare ESXi and vSphere technology.  After a short review of Unified CCX architecture, basic administration and the Script Editor, the course begins with a discussion of new and changed features in UCCX. Next we provision our first application to build familiarity with call control groups, dialog groups, applications, triggers, prompt management, and the script editor. The class will then address the creation of a basic contact center to refresh knowledge of call flow, agents, teams, Cisco Finesse Agent and Supervisor Desktop, Email and Chat Contact Service Queues, and other new capabilities offered by UCCX. Every contact center needs a series of tools to help build scripts and applications. The class will build tools to record prompts and to record and deploy emergency/status prompts. Next students will build some common subflows to manage holidays using multiple techniques. Default scripts will be built for caller troubles and system errors. Students will experience using text-to-speech as a valuable development tool to substitute for prompts while creating scripts. Next the class will explore manipulating and speaking data, working with date and time variables and manipulating and speaking dates, time and data. Students will create open/closed scripts used for manually opening and closing your contact center using XML documents and the new abbreviated X-path techniques. Students will learn to manipulate languages using the language tools in the script editor. For the rest of the week the class will conduct a master project and will build a major contact center application, deploying database routing, skills-based routing, expected wait time subflows, and caller's position in queue subflows. The labs will consider what happens when agents are logged in and ready. If agents are not ready the class will investigate how to use various overflow routing techniques. Students will spend lab time using the Cisco Finesse Administrator to develop Workflows and Workflow Actions.  The Finesse Administrator?s Call Variable Layout Administration, newly capable, will be used to create applications that push data to the agent desktop and cause the agent desktop to react to that data. There are optional desktop labs for those who wish extend their learning experience.

When does class start/end?

Classes begin promptly at 9:00 am, and typically end at 5:00 pm.

Does the course schedule include a Lunchbreak?

Lunch is normally an hour long and begins at noon. Coffee, tea, hot chocolate and juice are available all day in the kitchen. Fruit, muffins and bagels are served each morning. There are numerous restaurants near each of our centers, and some popular ones are indicated on the Area Map in the Student Welcome Handbooks - these can be picked up in the lobby or requested from one of our ExitCertified staff.

How can someone reach me during class?

If someone should need to contact you while you are in class, please have them call the center telephone number and leave a message with the receptionist.

What languages are used to deliver training?

Most courses are conducted in English, unless otherwise specified. Some courses will have the word "FRENCH" marked in red beside the scheduled date(s) indicating the language of instruction.

What does GTR stand for?

GTR stands for Guaranteed to Run; if you see a course with this status, it means this event is confirmed to run. View our GTR page to see our full list of Guaranteed to Run courses.

Does ExitCertified deliver group training?

Yes, we provide training for groups, individuals and private on sites. View our group training page for more information.

Does ExitCertified deliver group training?

Yes, we provide training for groups, individuals, and private on sites. View our group training page for more information.

We covered a lot of material in three days. This was a real crash course in different AWS Infrastructure.

The course was well organized, and the labs and class participation helped a lot.

I loved the class from ExitCertified, the Instructor Sean Mohseni explained the concepts in a very clear manner with real world example that helped me understand the AWS Services in depth.

Strong hands on labs. Frustrating that materials aren't easily accessible for later review or consumption.

Working with ExitCertified was a fantastic experience. The process for selecting and selecting the appropriate curriculum was easily handled by their staff. The class was excellent (Developing on AWS) and I'd recommend to anyone thinking about or currently working on applications on AWS.

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  • GTR Feb 1, 2021 Feb 5, 2021 (5 days)
    Location
    Virtual, CA
    Language
    English
    Time
    10:00 AM 6:00 PM EDT
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