Practical Cisco UCCX Scripting Techniques
In this course, we will introduce the student to fundamentals of IVR development with Cisco UCCX. We will utilize a 'learn by doing' approach and create hands-on code that the student can re-use in their own environments.
What you'll learn
Creating custom IVR applications has never been so easy as with the Cisco Unified Contact Center Express product. As an industry-leading solution, UCCX is utilized by organizations both large and small to create automated attendants and interactive voice response solutions. UCCX also empowers the operator to create powerful self-service applications, and can significantly improve the customer experience for your business or contact center if used to its full potential. In this course, the author will take you through a series of IVR development exercises using the UCCX solution, and utilizing a 'learn by doing approach,' will demonstrate useful techniques for getting started in creating IVR applications. While not intended to be a standalone 'everything you wanted to know about IVR development course,' the learner will gain significant knowledge of fundamental concepts that they can apply to building real-world IVR applications through a series of practical examples. This course is a fantastic component of any learning plan involving the Cisco UCCX product line.
Table of contents
- Module Introduction / ACD Concepts 8m
- A Look at Cisco's Default Queuing Script 6m
- Adding Basic Queuing to Our Custom IVR 9m
- Testing Our Basic Queuing Logic 4m
- Adding Queue Messages 5m
- Leveraging Position in Queue and Estimated Wait Time Options 15m
- Opt-out Possibilities, Final Thoughts, and Module Review 13m
About the author
Josh is a Senior Systems Engineer for a Cisco Gold partner where he provides design, implementation, and support for Cisco Collaboration solutions. Josh spent just under a decade working as a Network Architect for one of the nation's largest healthcare organizations, and left the enterprise to deep-dive into the collaboration technology space, where he currently focuses his time. Josh spent several years teaching the Cisco Networking Academy for Sinclair Community College in Dayton Ohio, instruc... more