ACCXSL - Advanced Contact Center Express Scripting Labs (ACCXSL)

Sunset Learning Institute
Training overview
Professional Course
5 days

Course description

ACCXSL - Advanced Contact Center Express Scripting Labs (ACCXSL)

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.  

The Finesse Administrators 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.

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Who should attend?

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.

Training content

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 Sub flows
  • 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 


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 Sub flows
  • 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 Media Sense 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

Why choose SLI?

Award-winning instructors

Over 50 training locations across North America

All dates are guaranteed-to-run

About SLI

Sunset Learning Institute (SLI) has been an innovative leader in developing and delivering authorized technical training since 1996. We develop and deliver scalable technical learning solutions to our technology partners and their customers to help optimize technology investments, improve job...

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Average rating 5

Based on 2 reviews.

Bob Clark
Marty knows the material very well. He encouraged questions and answered them on the spot. He gave us time to work on labs, but kept the class moving.
John Safarik
Great class. Opened my eyes to how many things UCCX can do and how complicated it can be to set these applications up.
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