PluralSight – Practical Cisco UCCX Scripting Techniques [BitSpyder] {T1t4n}

PluralSight – Practical Cisco UCCX Scripting Techniques

English | Size: 635.40 MB (666,262,904 Bytes)
Category: CBTs

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.

1.0 – Introducing the IVR Development Workflow 25:43
Course Introduction 3:13
Gathering Requirements 9:28
Understanding Scripts and Applications 4:58
Deploying a Script as an Application in the UCCX Administrator 8:02

2.0 Creating Your First IVR Application 42:04
Module Introduction / Introducing the UCCX Script Editor 6:24
Reviewing the Business Requirements 2:28
Discussing the Design of This IVR 4:49
Programming Our IVR in the UCCX Script Editor 21:28
Basic IVR Debugging 4:41
Module Summary 2:11

3.0 Dealing with Time of Day 26:45
Module Introduction and Time of Day Considerations 8:50
Call Flow Overview 1:17
Modifying Our IVR for Time of Day in the UCCX Script Editor 15:40
Module Review 0:57

4.0 Dealing with Day of Week 17:51
Module Introduction / Day of Week Considerations 6:00
Call Flow Overview 2:11
Modifying Our IVR for Day of Week in the UCCX Script Editor 9:02
Module Review 0:36

5.0 Using Subflows 25:30
An Introduction to Subflows 7:13
Examining the hours.xml File 1:27
Understanding the Business Hours Subflow 8:46
Calling the Business Hours Subflow 8:03

6.0 Holiday Schedules 29:37
Introducing Holiday Schedules 3:41
How a Holiday Check Subflow Works 9:28
Integrating a Holiday Check Subflow with Your IVR Application 16:27

7.0 Recording Prompts 19:23
Understanding Prompts 2:58
Creating a Prompt Recorder Application 14:45
Module Summary and Review 1:39

8.0 Adding Administrative Control 33:34
Administrative Control Overview 5:54
Adding Administrative Control to Your IVR 15:58
Creating an Administrative IVR 11:41

9.0 Accessing Database Information 38:09
Introducing Database Access Concepts 8:55
Configuring the Database Driver in UCCX 2:25
Writing a Database Access Subflow 10:17
Integrating Database Access into Your IVR 16:30

10.0 Basic ACD 58:55
Module Introduction / ACD Concepts 7:39
A Look at Cisco’s Default Queuing Script 6:09
Adding Basic Queuing to Our Custom IVR 8:51
Testing Our Basic Queuing Logic 3:36
Adding Queue Messages 5:18
Leveraging Position in Queue and Estimated Wait Time Options 14:33
Opt-out Possibilities, Final Thoughts, and Module Review 12:48

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