Cisco Unified CCX

• Relationship between the Unified CCX platform and the three products it supports
• Three Cisco products supported by the Unified CCX engine platform
• Unified CCX hardware and software components to include all server types, standby deployments, and scalability
• New and improved functions of the three Unified CCX products to include Unified CCX v11.0


Designing and Ordering

• Properly size the Unified CCX products by using calculators provided by Cisco
• Properly order Unified CCX products using the Unified CCX configuration and ordering tool

• Network considerations surrounding a Unified CCX deployment
• Using the Solution Reference Network Design for Cisco Unified CCX and Cisco Unified IP IVR and other documents to support a Unified CCX design and deployment


Installation and Configuration

• Installing Unified CCX software on all servers in a cluster
• Activating and configuring all components in a CCX cluster
• Configuring and testing a simple CCX Script Application
• Troubleshooting installations using log files4. Unified CCX Editor
• Navigate the Unified CCX Editor functionality
• Creating, deleting, and editing variables
• Saving and uploading valid scripts to the repository
• Performing the debug process to test a script
• Troubleshooting an application and script using trace files

Basic Unified CCX Editor Steps
• Creating a simple script workflow to answer a call
• Adding comments to identify and explain the script and subsequent groups of steps
• Playing voice prompts to share information or instructions with callers
• Terminating and ending a call• Validate, save as, upload, refresh, and debug a script


Caller and System Inputs

• Collecting information from a caller by presenting a list of choices using the menu step
• Collecting digits from a caller by using the Get Digit String step
• Getting information from the system to alter the logic of the call flow
• Validate, save as, upload, refresh, and debug the script


Database Access

• Connecting to a database
• Reading and getting information from the database by creating a SQL query within a script step
• Referencing database locations
• Writing information to a SQL database
• Closing the database connection and terminating database resources


Logical Operations

• Applying Boolean logic in scripts
• Creating and modifying counters
• Creating and managing timing loops
• Redirecting script logic based on the evaluation of “If” statements
• Using call subflows as reusable scripts