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Cisco UCCX Scripting

This course is designed for staff who will administer Cisco UCCX system and need to understand and administer the scripts within the UCCX to a more advanced level.

Duration 2 days
Group Size Up to 5 people per session
Prerequisite This is a technical course and therefore attendees must have attended the Cisco Unified Call Manager Administration Course and the Cisco UCCX Administration Course.
Course type Administration
Training Room Requirements Meeting Room
Flipchart
Projector
PC per attendee with RDP/Web Access to the UCCX Server
Web access to Cisco Call Manager
PC loaded with supervisor and agent desktop software and Script Editor
Logins and Passwords
ACD Setup Information and call flows
Remote Training Requirements Sessions will be hosted using either Webex or Microsoft Teams sessions
Attendees must have access to a PC/ Laptop that can access Webex or Microsoft Teams
Note This course should take place after a cutover

Course Content

Upon successful completion, delegates will be able to administer the following within UCCX Scripts:

  • Describe OnExceptionGoto and troubleshooting
  • Describe and explore the default script, aka “Snotty Lady”
  • Describe and explore GetReportingStatistic Steps
  • Describe and explore how to debug a subflow
  • Describe how to get contact information from the system
  • Describe how to set contact information from the system
  • Describe how to transfer a call
  • Describe the Connect step
  • Describe the Call Hold and Call Unhold steps
  • Describe the Set Enterprise Call Info step
  • Describe the Set Priority step
  • Describe the Dequeue step
  • Queuing to overflow queue
  • De-queue step vs. re-queue in terms of HR
  • XML Web Service consumption
  • Design and build a real-world CCX scripts including call queuing
  • Add prompts to your scripts (generated, escalation, and concatenated prompts )
  • Configure caller digit collection using Get Digit Strings and Menu steps
  • Configure caller menus
  • Configure loops and counters for logical operation
  • Configure external database operations including SQL queries
  • Provision and configure agent and supervisor desktops
  • On Exception Goto
  • On Exception Clear
  • Loop Counters using Increment/Decrement
  • Get XML Document Data Steps
  • If Else
  • On Exception Goto
  • Trigger Application Step Asynchronous Processing
  • Session Management using Set and Get Session Info
  • Create, Attach, and Send Email
  • Set Enterprise Info for screen pops
  • Call Consult Transfer
  • File I/O using Create File Document Steps
  • Advanced DB Read, DB Get, DB Release
  • Get Reporting Statistic
  • Select Resource with Advanced Queuing
  • Custom Java class consumption
  • Loops, Counters, Database and Skills Routing
  • Describe the architecture and supported databases for external database access
  • Describe how to set up the Database subsystem
  • Describe the DB Read / Get / Write / Release step
  • Database retrieval the missing manual
  • What SQL commands are NOT supported in UCCX
  • Effective SQL troubleshooting
  • SQL Server vs. Oracle vs. IBM DB2
  • Stored Procedures vs. SQL Queries
  • Describe and implement looping and using arrays inside a script
  • System Parameters effecting the 1000 step limit inside scripts
  • Setting up skills in RMCM
  • Skills based routing algorithms
  • Using Real Time Monitoring tool for agent troubleshooting
  • Non Queuing Callbacks, Session Management, Enterprise Data, and VM in Queue
  • Creating and consuming email inside a CRS script
  • Recording a message and attaching to an email if queue time is too high
  • Creating callback scripts to call customer back if queue time is too high
  • Consuming the place call step inside a script
  • Golden Rule: thou shall not conference inside CRS Scripts!
  • Review and creating screen pops
  • Using CDA to define enterprise layout and enterprise fields
  • Understanding Session Mapping step
  • Understanding Set Session Info step
  • Understanding Get Session step
  • Understanding Get Session Info step
  • Understanding Call Consult Transfer step
  • Implement Voicemail in Queue script
  • Web Contacts, HTTP Triggers, XML, and Web Services, ASR and TTS
  • Review HTTP triggers
  • Deep dive on HTML posts to UCCX Scripting techniques
  • Understanding Get HTTP Contact Info Step
  • Setting up HTTP Triggers on UCCX
  • Understanding the Create URL Document step
  • Understanding the Keyword Transform Document step
  • Sending HTTP Responses from CRS Applications
  • Deep dive on XML and Web Services Theory
  • Consuming an XML Web Service in UCCX
  • Review and Deep dive on MRCP ASR Subsystems
  • Review and Deep dive on MRCP TTS Subsystems
  • Installing and configuring Nuance ASR TTS Server
  • Deep dive on Grammers
  • Using Simple Recognition steps
  • Implicit vs. Explicit confirmation inside IVR
  • Creating TTS Prompts

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