2015
Pluralsight
Josh Kittle
5:17
English
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
Course Introduction
Gathering Requirements
Understanding Scripts and Applications
Deploying a Script as an Application in the UCCX Administrator
Creating Your First IVR Application
Module Introduction / Introducing the UCCX Script Editor
Reviewing the Business Requirements
Discussing the Design of This IVR
Programming Our IVR in the UCCX Script Editor
Basic IVR Debugging
Module Summary
Dealing with Time of Day
Module Introduction and Time of Day Considerations
Call Flow Overview
Modifying Our IVR for Time of Day in the UCCX Script Editor
Module Review
Dealing with Day of Week
Module Introduction / Day of Week Considerations
Call Flow Overview
Modifying Our IVR for Day of Week in the UCCX Script Editor
Module Review
Using Subflows
An Introduction to Subflows
Examining the hours.xml File
Understanding the Business Hours Subflow
Calling the Business Hours Subflow
Holiday Schedules
Introducing Holiday Schedules
How a Holiday Check Subflow Works
Integrating a Holiday Check Subflow with Your IVR Application
Recording Prompts
Understanding Prompts
Creating a Prompt Recorder Application
Module Summary and Review
Adding Administrative Control
Administrative Control Overview
Adding Administrative Control to Your IVR
Creating an Administrative IVR
Accessing Database Information
Introducing Database Access Concepts
Configuring the Database Driver in UCCX
Writing a Database Access Subflow
Integrating Database Access into Your IVR
Basic ACD
Module Introduction / ACD Concepts
A Look at Cisco's Default Queuing Script
Adding Basic Queuing to Our Custom IVR
Testing Our Basic Queuing Logic
Adding Queue Messages
Leveraging Position in Queue and Estimated Wait Time Options
Opt-out Possibilities, Final Thoughts, and Module Review
Download File Size:857.71 MB
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