Learning UCCX scripting

Trifidw

It looks like the guy at work who manages the call centres is going to be leaving and that it will then be my responsibility to manage the current ones and write new scripts (it's currently the 'in' thing here to have a call centre per phone!) Can anyone recommend a good resource for learning my way around UCCX for troubleshooting system problems to scripting? I know some basic day to day stuff like changing prompts and opening times but this was all replaced with a control system on a web page so they are able to do this themselves. While I'm at it, is anyone familiar with Arc? Is there anything out there on how to support the system?

Thanks,

Sam.

shodown

UCCX SRND is a place to get a Idea on how uCCX works

Next is to download the script depository and play with those scripts. Thats what I have been doing for a while and asking friends.

If this is a critical position you need to get some training. If things go wrong and your call center is a customer facing service you could be loosing more money in a hour of down time than it takes to send you to the UCCX classes.

ARC recording? Is that what you are referring to?

Trifidw

I've used the SRND a couple of times before. I'll read it cover to cover and extract as much out of it as possible. I'm mainly looking to get maximum familiarity with the system while the current guy is still around so I can ask questions while he is still here.

The call centres are mainly customer facing but will not cost the business money if they go down (just creates more work for the agents). With that said I get 1 course a year in training, is their a particular one that you recommend? This year has been taken up with CIPT1 but I think I could negotiate something if they do in fact not replace his position.

Arc Premium. Think I'll need the Arc Technical Installation Training course.

DexterPark

I took some pretty good classes from Skyline and Global Knowledge. I would not attempt to administer any ICM deployment without training, you are asking for it in the worst way....

shodown

DexterPark wrote: »

I took some pretty good classes from Skyline and Global Knowledge. I would not attempt to administer any ICM deployment without training, you are asking for it in the worst way....

I don't think he hear's you. They do have UCCX, so they don't have the full blown UCCE. My question for the OP is this. If you loose uccx, and you can't get it up. Calls can't be routed effeciently if at all. Agents will take more times on calls which calls for longer wait times which means people hang up and that cost money. So what is your workaround when UCCX goes down?

Trifidw

We have high availability and if the issue affects both servers then we fall back to hunt groups. At this point if I'm unable to resolve the issue I'll be on the phone to our Cisco partner who we have a support contract with. I should also point out I'm not completely unfamiliar with the system and have resolved issues before, it's that the voice side of things isn't my primary area.

shodown

well at least you have procedures in place. I've worked for a few partners so as long as they have a good suport system you are fine. And you have the hunt groups already built which is a good practice.

stlsmoore

Also get in there and try to read what the scripts are doing before making any changes. They use java beans so at the basic level it's just drag and drop and throw in the variables you want but it can get as complex as you want. I was thrown into it and at first it was scary because I saw "scripting". It's easy to break a script, If there are any mistakes in a script it usually results in a re-order message playing that there are system issues.

First thing I did was create a test environment to put new scripts in to test using the live debug tool. Once I did that it tied everything together and made me realize that it really wasn't to bad. The live debug lets you follow the call flow as it's happening. I could test and tweak to my hearts desire to get the script right before deploying and not having to worry about taking out the call center.

sandman748

I took a one week training course (cant remember the provider) but the documentation we received was all from cisco and is labeled UCCXD : Deploying Cisco Unified Center Express.

It basically covers a start to finish UCCX deployment. Install, Creating agents, and basic scripting. The scripting took you as far as database integration. It didnt get into advance scripting where you would integrate external xml files and multiple scripts working together.

I learned UCCX by creating a test CSQ and trigger and playing with the Script editor but the trianing above clarified some holes for me.

Trifidw

Well he handed his notice in last week and shortly after I had a chat with my manager and mentioned about receiving some training for UCCX. Until then I'll be getting as much of a handover as possible. God I much prefer routing/switching. Also had a fun week as they were both off and left me to run the network!


So there's no books on this?

nice343

Check There are a lot of UCCX tutorials on the CCIE sites like ipexpert