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Agenda
Unified Contact Center Express Editor
Basic
Scripting Fundamentals
Deployment
Advanced
Enterprise Data, Custom Variables, Agent-based Routing, Get
Reporting Statistics step, eMail steps, HTTP Triggers, CustomJava, multi-language support
Changes in CCX 8.0
Script Repository
FAQ (If time permits)
Q & A
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Unified Contact Center Express Editor
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Unified Contact Center Express Editor
Variables Pane
ScriptPane
Palettes Pane
Message
Pane
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Unified Contact Center Express Editor
Each step has its own unique capabilities, from
simple increment to generating and playing outprompts, obtaining user input, queuing calls, orperforming database operations.
Steps are grouped into palettes: General, Call
Control, Media, ACD etc.
Every step (except End step) has at least oneoutput branch.
Variables can be created and accessed anywherein the script.
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Unified Contact Center Express Editor
Variables can be specified as final or parameter.
The values of parameter variables can be set inAppAdmin.
Variables support built-in types: String, int, char,
boolean etc.
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Unified Contact Center Express Editor
Additional editor functions: Validate, Debug
Validate checks if all steps are properly customizedand all execution paths terminate to an End step.
Debug in real-time add breakpoints, reactive and
non-reactive debugging More details on how to debug scripts available in
Getting Started With Scripts guide.
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Scripting Fundamentals
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Scripting Fundamentals
GeneralIf, Increment, Label, Goto, Annotate,Call Subflow
Call ControlAccept, Redirect, Terminate
MediaPlay Prompt, Menu, Get Digit StringACDSelect Resource, Connect, Set Priority
Basic Steps:
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Scripting FundamentalsGeneral
Steps
Start, EndThe first and laststeps of execution
IfBranch based on booleancondition
Increment, Set Goto, LabelJump to any
label in the script
Call SubflowA subflow is ascript that is invoked fromanother script.
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Scripting Fundamentals
Call Control Steps
The Accept step answersthe call. The caller hearsring tone until the Acceptstep is executed.
The Redirect steps
redirects the call to aspecified destination.Output branches areSuccessful, Busy, Invalid,
Unsuccessful.
The Terminate step endsthe call.
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Scripting FundamentalsMedia Steps
The Play Prompt plays back a specified prompt to the caller.
The step has properties such as:Interruptible (Yes or No): Can the step be interrupted by anevent such as an agent going Ready?
Barge-In (Yes or No): Can the caller interrupt the prompt?
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Scripting FundamentalsMedia Steps
The Menu step providesa menu from whichcallers can choose anoption.
The Menu step receives
a single digit entered orspoken by a caller andmaps this entry to aseries of output
branches.
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Scripting FundamentalsMedia Steps
The Get Digit String step captures either DTMF or
spoken digit string from the caller in response to aprompt.
The step waits for input until the caller does oneof the following:
Presses the terminating key (DTMF only)
Exceeds the max number of retries
Enters the max number of keys (DTMF only)
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Scripting FundamentalsACD Steps
Use Select Resource step toqueue for a CSQ or agent
If there is no agent available,exit on Queued outputbranch. The script is
interrupted when an agentbecomes available.
If there is an agent available,
exit on either Connected orSelected output branch.
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Scripting Fundamentals
Contact Routing Target Type:
CSQ, Resource
CSQ/Resource Target
Connect option
Timeout
Resource Selected
Properties of Select Resource Step:
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Scripting Fundamentals
Simple Routing Script
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Scripting Fundamentals
Write script
Validate and debug script
Upload scriptuse AppAdmin to upload script to repository
Create Applicationuse AppAdmin to create application
and set values for configurable parameters Create triggercreate telephony or HTTP trigger for the
application
Admin Guide has more details on how to debug and create/deployapplications.
Deploying Scripts
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First Chance to Win Fabulous Prize
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Question
Which of the following is not a name previously used
by Cisco Unified Contact Center Express? CRA
CRS
CRX
IPCCX
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Advanced Scripting
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Enterprise Data
Enterprise data is data related to the customer that
is presented to the agent on CAD or IPPA. Script can collect enterprise data by prompting
caller, doing database lookups etc.
Additional configuration is required on CiscoDesktop Administrator (CDA) to present enterprisedata on CAD and IPPA
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Enterprise Data
EnterpriseData
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Enterprise Data
Add ECC variables orthe 12 predefined call
variables to a layout.
How to Display Enterprise Data on CAD?
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Enterprise Data
Use the Set EnterpriseCall Info step in script to
set enterprise data values.
The step is used to setvalues for both ECC andpredefined (called call
peripheral variables)enterprise data.
Remember to set thelayout.
Steps to Set up Enterprise Data to Display on CAD
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Enterprise DataEnterprise Data on CAD
EnterpriseData
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Custom Variables
Custom variables allow users to store custominformation about a contact that is not already stored
as part of a Contact Call Detail record (called number,disposition etc). Example: you want to track at whatpoint in the script a call is abandoned.
The Call Custom Variable report shows informationabout any custom variables set using the SetEnterprise Call Info step.
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Custom Variables
Call variables 1-10 arestored in the Contact Call
Detail table.
Use the Set Enterprise CallInfo step to set the values.
ECC variables are NOTstored in the Contact CallDetail table.
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Custom Variables
Example of how customvariable can be used to
track the path taken ina script
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Routing Options
Routes a call to an agentdirectly.
Available in Enhanced andPremium.
In the Select Resource step,select Resource as the
Routing Target Type, andspecify the agent to routethe call to.
Agent-Based Routing
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Routing Options
Script needs a wayto determine which
specific agent toroute to (e.g. DBlookup)
Agent-based
queuing is notsupported, so whatdo you do?
Agent-Based Routing
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Get Reporting Statistics Step
Used to retrieve real-time stats overall, CSQ and agent-basedstats.
Examples:
Number of logged in agents
Duration of oldest call in queue
Number of handled calls for
a CSQNumber of handled calls foran agent
Position in queue
Expected wait time
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Get Reporting Statistics Step
Formula for Expected Wait Time =
Position in queue * the CSQs average handleduration/(total number of working agents of theCSQ)
where total number of working agents of the CSQ =number of talking + reserved + work agents, andthe CSQ handle time includes reserved, talking and
wrap-up time.
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Email Steps
Used to send outgoing emails.
Only available with CCX Premium and IPIVR. Need to configure the email subsystem by providing the
address of the mail server.
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Email Steps
Email steps: Create eMail, sendeMail, Attach to eMail
Typical sequence:Get email address you want to send theemail to
Use Create eMail step to create email.Specify the subject and body and assign
the email to a Contact variable.Use Attach to eMail to attach anydocuments to the same Contact variable.
Use the Send eMail step to send the email.Specify the destination and use the sameContact variable.
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Email Steps: Example
Lets look at a sample script that emails agentswhen the number of calls in queue exceeds athreshold.
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HTTP Triggers
Script execution can be triggered from HTTP requests
Only available in CCX Premium and IPIVR To create an HTTP Trigger, provide the following:
URL (the relative url, e.g.hello)
Default Language
Maximum number of sessions
Idle timeout (how long the system waits for a session to become available)
Enabled
To invoke the HTTP trigger, invoke the url, e.g. .
www.myCCXserver.com:9080/hello
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HTTP Triggers
Sample HTTP script:Presents queue stats on
a browser. Can be usedto supplement CAD real-time stats.
Invoke script by
accessinghttp://myserver.com:9080/queueStats
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HTTP Triggers
First, gather real-timestats using the Get
Reporting Stat
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HTTP Triggers
Use Create File Doc stepto create a document
object based on a htmltemplate
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HTTP Triggers
Use Keyword TransformDoc step to replace
keywords in a predefinedtemplate with valuesobtained from localvariables
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HTTP Triggers
Use the Send HttpResponse step to send
back response
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Custom Java
Available in CCX Enhanced and Premium and IPIVR
Allows script to execute custom Java code
You can upload your own JAR file or add your own Java code in theexpression editor
You can access the expression editor anytime you see a 3-dot button
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Custom Java
Example:
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Custom Java
To make custom Javaclasses accessible to
the editor: Use AppAdmin to upload
the jar file containing thecustom classes to the
document repository. Jarfile must be uploaded todefault/classpath folder.
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Custom Java
Use AppAdmin toconfigure a custom class
path to specify the JAR file(System Custom FileConfiguration)
Restart the Cisco UnifiedCCX Editor to load thecustom jar file.
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Multiple Language Support
CCX 8.0 supports the following IVR languages:Australian English, Polish, Czech, Hungarian,
Turkish
The CCX system has a default language configured(System->Language Configuration)
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Multiple Language Support
When a script needs to play a prompt, it will use thecontacts language context. e.g. You may have a
context of L[en_AU, en_GB]. The system will lookfor prompts in the following folders in the followingorder:
\en_AU
\en
\en_GB
\default
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Multiple Language Support
When you create a trigger, you need to specify alanguage. This is the first language in the contacts
language context.
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Multiple Language Support
You can write a script that supports multiplelanguages
You can use the Set Contact Info step to add a newlanguage to a contacts language context.
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Another Chance To Win
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Question
Which of the following is not a valid CCX release(there may be multiple)?
3.1
4.1
5.1
7.1
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What Changed in CCX 8.0
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Changes in CCX 8.0
New Time Zone data type added.
Time zone support in Day of Week and Time ofDay steps
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Changes in CCX 8.0
Limited access to local file system for reading andwriting.
Single directory will be opened for reading/writing
This directory is meant for temporary storage.
The location to the directory can be retrieved by using:
System.GetProperty(uccx.customer.dir)
Files should be stored in the Document Repository.
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Script Repository
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Script Repository
Provides scripts that can be used as reference andsome can be used out-of-the-box.
Provides commonly-used functionalities:
System State
Holiday Management
Prompt Management
Basic Menu
Advanced Menu with Enterprise Data
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Script Repository
Release 1:
Agents Logged-In Check
Auto Agent Greeting, Auto Agent Greeting Upload
Emergency, Emergency Check
Holiday, Holiday Check
ICD DemoMusician Supply, Musician Supply MOH
QueueStats
Utility CSQ-based MOH
VoiceMail, VoiceMail Queuing
WebCallback, WebCallback Queuing
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Script Repository
Release 2:
System State Management
Holiday Management
Prompt Management
Basic Menu
Advanced Menu with Enterprise Data
Extensive documents
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Script Repository
Release 3:
Database Access
HTTP Trigger with callbacks
Advance Queuing with Voicemail and Callbacks
Extensive documents
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Final Chance to Win Fabulous Prize
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Question
Which of the following is the most recent CCXrelease?
5.0(2)SR3
7.0(2)
8.0(1) 8.0(2)
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FAQ
Q
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FAQ
The Upload Prompt step does not seem to workanymore after upgrading from CCX 4.0 to CCX 7.0.
Starting in CCX 4.5, the Upload Prompt step needs a user thatis authenticated. Use the Authenticate User step toauthenticate the user.
Do I need to purchase TTS to speak numbers such asaccount number, currency, phone number?
No, the system can use the system prompts to do this. Take alook at the Create Generated Prompt for a list of generatedprompts supported: number, character, spelling, currency etc.
I modified a script but it does not seem to take effect?
You need to upload the new script to the script repository andrefresh the script on AppAdmin.
FAQ
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FAQ
How do I allow callers to press any digit while in queue to betransferred to the operator?
Use the Get Digit String and Redirect steps. Set Barge-In to True. If you
have a series of Play Prompt steps after the Get Digit String step, setBarge-In to True and Flush Input Buffer to False on all the steps.
FAQ
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FAQ
I would like to play out the customers account number but Iwant to hear three-seven-four-two instead of three thousandseven hundred and forty two?
You can use the Create Generated Prompt step and specify spelling asthe generator type, or when you create the Prompt, specify the secondparameter, Play.Full, to be false. E.g. N[3472, false]
FAQ
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FAQ
How do I route based on area-code?
Use Get Contact Info step to get ANI. Use Set step to
extract the first 3 digits. Depending on the number of areacodes, you can build logic directly in the script, or do XML ordatabase lookups for the right queue.
I would like to track how many callers selected 2 for
Spanish in my script. How do I do this?
Use the Set Enterprise Call Info step to set a value of apredefined call variable.
FAQ
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FAQ
I would like to do some processing even after thecaller drops the call. How do I do this?
Use the On Exception Goto step to catch theContactInactive exception, and add steps in your script tohandle this exception.
I do not want to mark a call as abandoned if thecaller drops within 1 min. How do I do this?
Store the start time of the call in a variable, e.g. startTime =T[now]. Use the On Exception Goto step to catch theContactInactive exception, and then use the Set Contact
Info step to mark the call as handled if the currentTime startTime < 1 min.
FAQ
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FAQ
I have 2 CSQs, CSQ1 and CSQ2. I have 2 scripts: Script1 queuesfor CSQ1 and script2 queues for CSQ2. Ag1 belongs to CSQ1 and
Ag2 belongs to CSQ1 and CSQ2. I only want to route calls fromCSQ1 to Ag2 if there are no queued calls on CSQ2, regardless ofhow long call has waited on CSQ1.
CSQ1
Script1
CSQ2
Script2
Ag1 Ag2
FAQ
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FAQ
Problem: Calls queued on CSQ1 are routed to Ag2even when there are calls queued on CSQ2,
because the system always selects the longestwaiting contact. How do I ensure that calls queuedon CSQ1 are routed to Ag2 only when there are nocalls in queue on CSQ2?
Use the Set Priority step in script2 to increase the priorityof calls that queue on CSQ2.
If traffic is light and you have available agents, you
want calls to CSQ1 to get routed to Ag1, not Ag2.Increase the competence level of Ag1 and set the resourceselection criteria of CSQ1 to Most Skilled.
FAQ
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FAQ
I use the Name To User step to search thecorporate directory but I dont want the system to
spell out the name to the caller. Do I need to investin TTS to address this?
No. You can use spoken names. This allows users toupload their spoken name wav file to the system. You can
use theGet User Info step to get the spoken name and play it backto the caller.
FAQ
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FAQ
I use the Get Reporting Stats step to get theExpected Wait Time but it returns -1.
Formula for Expected Wait Time = PIQ * AHT / NWA
PIQ = Position in queue
AHT = the CSQs average handle duration
NWA = total number of working agents of the CSQ)
If there are no working agents (no agents in Talking,Reserved and Work state), it returns -1. You need to handlethis in the script!
Summary
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Summary
Unified Contact Center Express Editor
Scripting FundamentalsAdvanced Scripting Techniques
Changes in CCX 8.0
Script Repository
FAQ (if time permits)
Q & A
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