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.

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.

• Introducing the IVR Development Workflow 25mins
• Creating Your First IVR Application 42mins
• Dealing with Time of Day 26mins
• Dealing with Day of Week 17mins
• Using Subflows 25mins
• Holiday Schedules 29mins
• Recording Prompts 19mins
• Adding Administrative Control 33mins
• Accessing Database Information 38mins
• Basic ACD 58mins