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Sample Script for a UCCX 8.5 deployment for a help desk scenario

Hello all,

I am looking to implement UCCX 8.5 initially for our help desk call center.   I wanted to see if anyone had a sample script I would be able to look at. 

The scenario is the calling party calls extension 3333

Receive a message that you have reached the IT Helpdesk

Press 1 for a Systems System Status

Press 2 to speak to a Support Desk Specialist, if all agents our busy it would roll over to an outside number to outside services.

Press 3 for more specific support questions.

Any help would be greatly appreciated.

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Accepted Solutions

Re: Sample Script for a UCCX 8.5 deployment for a help desk scen

Here is a high level script that does what you want.  You would need to modify the details for how you wanted it to work, but this should get you in the right direction.

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Re: Sample Script for a UCCX 8.5 deployment for a help desk scen

Here is a high level script that does what you want.  You would need to modify the details for how you wanted it to work, but this should get you in the right direction.

New Member

Re: Sample Script for a UCCX 8.5 deployment for a help desk scen

Thank you Andrew.  This is my first attempt with UCCX.

Sample Script for a UCCX 8.5 deployment for a help desk scenario

Have you written a script before?  If not, you may want to look over this document.  It's for 8.0, but the same logic holds (plus I have yet to find one for 8.5).

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_0/user/guide/uccx801gs_scripts.pdf

The script I attached doesn't have 100% of the things you'll need (no Set step that defines the name of the queue, etc).  But it's a foundation to start with.

New Member

Sample Script for a UCCX 8.5 deployment for a help desk scenario

Thanks again.

Sample Script for a UCCX 8.5 deployment for a help desk scenario

No problem.  Let me know if you get stuck or just want somebody to verify the script before rolling it out.

New Member

Sample Script for a UCCX 8.5 deployment for a help desk scenario

Matthew / Andrew,

This was great question / answer post... many thanks.  I especially appreciate the example sample.aef and Cisco guide doc. 

Many thanks!

New Member

Hello andrew,

Hello andrew,

Many many thanks for the cisco guide shared by you, thats really helping

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