ACCXSL - Advanced Contact Center Express Scripting Labs (ACCXSL)

Course Details
Tuition (USD): $4,195.00 • Classroom (5 days)
$4,195.00 • Virtual (5 days)

Module 1: Overview Lesson 1: Review of Unified CCX Architecture, Components, Call Flow, Administration, Script Editor Lesson 2: New/Changed Features in Unified Contact Center Express Lesson 3: Provisioning an Application Lesson 4: Using the Script Editor Lesson 5: Creating a Basic Contact Center Application Module 2: CCX Application Development Tools and Techniques Lesson 1: Recording Prompts Lesson 2: Emergency/Status Recording Lesson 3: Creating Holiday Subflows Lesson 4: Creating Default Scripts Lesson 5: Manipulating and Speaking Data  Lesson 6: Manipulating Dates and Times Lesson 7: Manipulating Languages Lesson 8: Creating Open and Closed State Scripts Module 3: Help Desk Labs Lesson 1: Creating a Help Desk Script Lesson 2: Implementing Best Contact Center Practices Lesson 3: Implementing Expected Wait Time Techniques Lesson 4: Implementing Position in Queue Techniques Lesson 5: Implementing Overflow Routing Techniques Module 4: Finesse Applications Lesson 1: Manage Finesse Desktops and Teams Lesson 2: Implementing CM-Based Call Recording Lesson 3: Using Finesse 3rd Party Gadgets Lesson 4: Finesse Web Chat and Agent Email Module 5: Caller Callback Techniques Lesson 1: Scripting for Caller Callback when Contact Center is Less busy Lesson 2: Scripting for Session Management and Using Finesse Call Variable Layouts Lesson 2: Scripting for Caller Callback - Scheduled by Caller Lesson 3: Scripting for 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: Outbound Preview Dialing Module 7: Example Optional Advanced Techniques Lesson 1: Using ASR/TTS in Script Applications Lesson 2: Using XML Techniques LABS: Module 1: Overview Lab 1-1 Provision Your First Application                      Lab 1-2 Using the CCX Script Editor                                               Lab 1-3: Create a Basic Contact Center Application     Module 2: Application Development Tools and Techniques Lab 2-1: Recording Prompts                                                             Lab 2-2: Add Emergency/Status Recordings                  Lab 2-3: Create Holiday Subflows                                   Lab 2-4: Create Default Scripts                                       Lab 2-5: Manipulate and Speak Data                              Lab 2-6: Manipulate Dates and Time                              Lab 2-7: Manipulate Languages Lab 2-8: Create Open/Closed State Script Module 3: Help Desk Labs Lab 3-1: Create a Help Desk Script                  Lab 3-2: Implement Best Contact Center Practices Lab 3-3: Implement Expected Wait Time Lab 3-4: Implement Position In Queue Techniques Lab 3-5: Implement Overflow Routing Techniques Module 4: Finesse Applications Lab 4-1: Manage Finesse Desktops, Teams Lab 4-2: Implementing Unified CM - Based MediaSense Call Recording Lab 4-3: Using Finesse 3rd Party Gadgets Lab 4-4: Configuring Finesse Web Chat and Agent Email Module 5: Caller Callback Techniques Lab 5-1: Implement Caller Callback - When Contact Center is Less Busy Lab 5-2: Implement Session Management and Finesse Call Variable Layouts for Callback Lab 5-3: Implement Caller Callback - Scheduled Lab 5-4: Implement Web-originated Callbacks Module 7: Additional Application Techniques Lab 7-1: Using ASR/TTS in Script Applications Lab 7-2: Implement XML Techniques

Skills Gained

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

Who Can Benefit

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


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

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