Cisco UCCX Scripting Training
Cisco Unified Contact Center Express (UCCX) scripting
Gain in-depth expertise in Cisco Unified Contact Center Express (UCCX) scripting through our intensive training program. Learn how to design, build, and troubleshoot custom call flows using real-world scenarios and interactive labs. This course is ideal for engineers and administrators looking to enhance their UCCX scripting skills and prepare for advanced Cisco collaboration roles.
What is included:
- 5-days intensive instructor-led
- 200 hours of dedicated lab access
- Dual CCIE certified instructor
- 2-year retake policy
- 5 Years of eLearning for UCaaS, CCaaS & CPaaS Access – Master 11+ In-Demand Skills.
| Course | Course Date | Location | Register |
|---|---|---|---|
| Cisco UCCX Deployment Training | 05-18-2026 9:30 am | Online (Live) – Eastern Standard Timezone GMT -5 | Register |
| Cisco UCCX Deployment Training | 07-20-2026 9:30 am | Online (Live) – Eastern Standard Timezone GMT -5 | Register |
| Cisco UCCX Deployment Training | 09-21-2026 9:30 am | Online (Live) – Eastern Standard Timezone GMT -5 | Register |
| Cisco UCCX Deployment Training | 11-16-2026 9:30 am | Online (Live) – Eastern Standard Timezone GMT -5 | Register |
A Cisco UCCX Scripting course is designed to teach IT professionals how to design, build, and troubleshoot call flows and IVR applications using the UCCX Script Editor. These programs typically cover core topics such as architecture and components, script steps, prompts and branching, integration with databases and APIs, error handling, and advanced features like XML, HTTP, ASR/TTS, and Finesse desktop integration. Training is usually hands-on, with lab-intensive exercises that allow students to practice building real-world contact center applications such as queue announcements, holiday routing, or database lookups. Options range from beginner-friendly classes like Deploying Cisco UCCX (UCCXD), which introduces administration and basic scripting, to advanced 5-day or 10-day bootcamps (e.g., ACCXSL or VoiceBootcamp’s Advanced Cisco UCCX Scripting) that dive deep into complex scripting, integrations, and troubleshooting. Self-paced alternatives such as Pluralsight’s “Practical Cisco UCCX Scripting Techniques” are also available for professionals who prefer online learning. Choosing the right course depends on your current skill level, need for lab practice, version of UCCX in use, and whether you want a broad introduction or advanced mastery.
Chapter 1: Introduction to Cisco UCCX and Core Scripting Concepts
Get started with UCCX architecture, call flows, and the foundation of scripting
Lesson 1: Understanding UCCX Architecture, Call Flow & Administration Tools
Lesson 2: What’s New in the Latest UCCX Version
Lesson 3: Creating and Deploying Contact Center Applications
Lesson 4: Navigating and Using Cisco Script Editor
Lesson 5: Building Your First Basic IVR Script
Chapter 2: Practical Scripting Techniques for Contact Centers
Enhance your scripting with dynamic logic and reusable building blocks
Lesson 1: How to Record and Integrate Audio Prompts
Lesson 2: Emergency & System Status Prompts Setup
Lesson 3: Creating and Managing Holiday Subflows
Lesson 4: Default Scripts for Business Continuity
Lesson 5: Data Manipulation and Variable Speech
Lesson 6: Working with Time, Date, and Business Hours
Lesson 7: Multilingual Scripting Techniques
Lesson 8: Scripting Open vs. Closed Hours Logic
Chapter 3: Help Desk Use Case Labs
Apply best practices to real-world help desk scenarios
Lesson 1: Designing a Help Desk Call Flow
Lesson 2: Implementing Best Practices in Contact Center Logic
Lesson 3: Expected Wait Time Notifications
Lesson 4: Queue Position Announcements
Lesson 5: Overflow Call Routing Strategies
Chapter 4: Finesse Desktop Integration and Customization
Optimize agent experience and integrate Finesse gadgets
Lesson 1: Managing Finesse Desktops, Teams, and Layouts
Lesson 2: Implementing Call Recording with Cisco MediaSense
Lesson 3: Integrating 3rd Party Gadgets with Finesse
Lesson 4: Agent Email and Web Chat Setup via Finesse
Chapter 5: Callback and Customer Experience Enhancements
Improve customer satisfaction through intelligent callback options
Lesson 1: Scripting Callback When Contact Center is Less Busy
Lesson 2: Finesse Call Variable Layouts and Session Control
Lesson 3: Caller-Scheduled Callback Logic
Lesson 4: Web-Based Callback Request Scripting
Chapter 6: Premium Application Features & Automation
Leverage advanced technologies to build smarter applications
Lesson 1: Using ASR (Automatic Speech Recognition) and TTS (Text to Speech)
Lesson 2: Leveraging XML in UCCX Scripts
Lesson 3: Integrating Java Objects in Scripts
Lesson 4: Designing Auto Attendant Call Flows
Lesson 5: Outbound Preview Dialer Script Integration
Chapter 7: Advanced Techniques for Power Users
Explore cutting-edge scripting options for complex scenarios
Lesson 1: Advanced ASR/TTS Implementation in Custom Scripts
Lesson 2: Extended XML-Based Application Techniques
Chapter 1: Introduction to Cisco UCCX and Core Scripting Concepts
Get started with UCCX architecture, call flows, and the foundation of scripting
Lesson 1: Understanding UCCX Architecture, Call Flow & Administration Tools
Lesson 2: What’s New in the Latest UCCX Version
Lesson 3: Creating and Deploying Contact Center Applications
Lesson 4: Navigating and Using Cisco Script Editor
Lesson 5: Building Your First Basic IVR Script
Chapter 2: Practical Scripting Techniques for Contact Centers
Enhance your scripting with dynamic logic and reusable building blocks
Lesson 1: How to Record and Integrate Audio Prompts
Lesson 2: Emergency & System Status Prompts Setup
Lesson 3: Creating and Managing Holiday Subflows
Lesson 4: Default Scripts for Business Continuity
Lesson 5: Data Manipulation and Variable Speech
Lesson 6: Working with Time, Date, and Business Hours
Lesson 7: Multilingual Scripting Techniques
Lesson 8: Scripting Open vs. Closed Hours Logic
Chapter 3: Help Desk Use Case Labs
Apply best practices to real-world help desk scenarios
Lesson 1: Designing a Help Desk Call Flow
Lesson 2: Implementing Best Practices in Contact Center Logic
Lesson 3: Expected Wait Time Notifications
Lesson 4: Queue Position Announcements
Lesson 5: Overflow Call Routing Strategies
Chapter 4: Finesse Desktop Integration and Customization
Optimize agent experience and integrate Finesse gadgets
Lesson 1: Managing Finesse Desktops, Teams, and Layouts
Lesson 2: Implementing Call Recording with Cisco MediaSense
Lesson 3: Integrating 3rd Party Gadgets with Finesse
Lesson 4: Agent Email and Web Chat Setup via Finesse
Chapter 5: Callback and Customer Experience Enhancements
Improve customer satisfaction through intelligent callback options
Lesson 1: Scripting Callback When Contact Center is Less Busy
Lesson 2: Finesse Call Variable Layouts and Session Control
Lesson 3: Caller-Scheduled Callback Logic
Lesson 4: Web-Based Callback Request Scripting
Chapter 6: Premium Application Features & Automation
Leverage advanced technologies to build smarter applications
Lesson 1: Using ASR (Automatic Speech Recognition) and TTS (Text to Speech)
Lesson 2: Leveraging XML in UCCX Scripts
Lesson 3: Integrating Java Objects in Scripts
Lesson 4: Designing Auto Attendant Call Flows
Lesson 5: Outbound Preview Dialer Script Integration
Chapter 7: Advanced Techniques for Power Users
Explore cutting-edge scripting options for complex scenarios
Lesson 1: Advanced ASR/TTS Implementation in Custom Scripts
Lesson 2: Extended XML-Based Application Techniques
