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Advanced
Enterprise Data, Custom Variables, Agent-based Routing, Get
Reporting Statistics step, eMail steps, HTTP Triggers, Custom
Java, multi-language support
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Palettes Pane
Script
Pane
Message
Pane
Variables Pane
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Scripting Fundamentals
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Scripting Fundamentals
Basic Steps:
GeneralIf, Increment, Label, Goto, Annotate,
Call Subflow
Call ControlAccept, Redirect, Terminate
MediaPlay Prompt, Menu, Get Digit String
ACDSelect Resource, Connect, Set Priority
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Scripting FundamentalsGeneral
Steps
Start, EndThe first and last
steps of execution
IfBranch based on boolean
condition
Increment, Set
Goto, LabelJump to any
label in the script
Call SubflowA subflow is a
script that is invoked from
another script.
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Scripting Fundamentals
Call Control Steps
The Accept step answers
the call. The caller hears
ring tone until the Accept
step is executed.
The Redirect steps
redirects the call to a
specified destination.
Output branches are
Successful, Busy, Invalid,
Unsuccessful.
The Terminate step ends
the call.
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Scripting Fundamentals
Properties of Select Resource Step:
Contact
Routing Target Type:
CSQ, Resource
CSQ/Resource Target
Connect option
Timeout
Resource Selected
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Scripting Fundamentals
Simple Routing Script
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Scripting Fundamentals
Deploying Scripts
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/deploy
applications.
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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 Cisco
Desktop Administrator (CDA) to present enterprise
data on CAD and IPPA
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Enterprise Data
Enterprise
Data
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Enterprise Data
How to Display Enterprise Data on CAD?
Add ECC variables or
the 12 predefined call
variables to a layout.
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Enterprise Data
Steps to Set up Enterprise Data to Display on CAD
Use the Set Enterprise
Call Info step in script to
set enterprise data values.
The step is used to set
values for both ECC and
predefined (called call
peripheral variables)
enterprise data.
Remember to set the
layout.
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Enterprise Data
Enterprise Data on CAD
Enterprise
Data
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Custom Variables
Custom variables allow users to store custom
information 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 what
point in the script a call is abandoned.
The Call Custom Variable report shows information
about any custom variables set using the Set
Enterprise Call Info step.
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Custom Variables
Call variables 1-10 are
stored in the Contact Call
Detail table.
Use the Set Enterprise Call
Info step to set the values.
ECC variables are NOT
stored in the Contact Call
Detail table.
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Custom Variables
Example of how custom
variable can be used to
track the path taken in
a script
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Routing Options
Agent-Based Routing
Routes a call to an agent
directly.
Available in Enhanced and
Premium.
In the Select Resource step,
select Resource as the
Routing Target Type, and
specify the agent to route
the call to.
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Routing Options
Agent-Based Routing
Script needs a way
to determine which
specific agent to
route to (e.g. DB
lookup)
Agent-based
queuing is not
supported, so what
do you do?
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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, send
eMail, Attach to eMail
Typical sequence:
Get email address you want to send the
email 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 any
documents to the same Contact variable.
Use the Send eMail step to send the email.
Specify the destination and use the same
Contact variable.
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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
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HTTP Triggers
Sample HTTP script:
Presents queue stats on
a browser. Can be used
to supplement CAD realtime stats.
Invoke script by
accessing
http://myserver.com:9080
/queueStats
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HTTP Triggers
First, gather real-time
stats using the Get
Reporting Stat
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HTTP Triggers
Use Create File Doc step
to create a document
object based on a html
template
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HTTP Triggers
Use Keyword Transform
Doc step to replace
keywords in a predefined
template with values
obtained from local
variables
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HTTP Triggers
Use the Send Http
Response 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 the
expression 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 Java
classes accessible to
the editor:
Use AppAdmin to upload
the jar file containing the
custom classes to the
document repository. Jar
file must be uploaded to
default/classpath folder.
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Custom Java
Use AppAdmin to
configure a custom class
path to specify the JAR file
(System Custom File
Configuration)
Restart the Cisco Unified
CCX Editor to load the
custom jar file.
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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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Script Repository
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Script Repository
Provides scripts that can be used as reference and
some 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 Demo
Musician 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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Question
Which of the following is the most recent CCX
release?
5.0(2)SR3
7.0(2)
8.0(1)
8.0(2)
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FAQ
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FAQ
The Upload Prompt step does not seem to work
anymore after upgrading from CCX 4.0 to CCX 7.0.
Starting in CCX 4.5, the Upload Prompt step needs a user that
is authenticated. Use the Authenticate User step to
authenticate the user.
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FAQ
How do I allow callers to press any digit while in queue to be
transferred 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, set
Barge-In to True and Flush Input Buffer to False on all the steps.
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FAQ
I would like to play out the customers account number but I
want to hear three-seven-four-two instead of three thousand
seven hundred and forty two?
You can use the Create Generated Prompt step and specify spelling as
the generator type, or when you create the Prompt, specify the second
parameter, Play.Full, to be false. E.g. N[3472, false]
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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 area
codes, you can build logic directly in the script, or do XML or
database lookups for the right queue.
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FAQ
I would like to do some processing even after the
caller drops the call. How do I do this?
Use the On Exception Goto step to catch the
ContactInactive exception, and add steps in your script to
handle this exception.
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FAQ
Script2
Script1
Ag1
Ag2
CSQ1
CSQ2
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FAQ
Problem: Calls queued on CSQ1 are routed to Ag2
even when there are calls queued on CSQ2,
because the system always selects the longest
waiting contact. How do I ensure that calls queued
on CSQ1 are routed to Ag2 only when there are no
calls in queue on CSQ2?
Use the Set Priority step in script2 to increase the priority
of calls that queue on CSQ2.
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FAQ
I use the Name To User step to search the
corporate directory but I dont want the system to
spell out the name to the caller. Do I need to invest
in TTS to address this?
No. You can use spoken names. This allows users to
upload their spoken name wav file to the system. You can
use the
Get User Info step to get the spoken name and play it back
to the caller.
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FAQ
I use the Get Reporting Stats step to get the
Expected 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)
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Summary
Unified Contact Center Express Editor
Scripting Fundamentals
Advanced Scripting Techniques
Changes in CCX 8.0
Script Repository
FAQ (if time permits)
Q&A
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