Cisco CCX IVR Scripting

Posted May 24, 2024

By Sena Perdiana 1 min read

CCX scripting is the process of creating and managing scripts that define how incoming customer interactions are handled within the contact center. These scripts are essential for automating call flows, ensuring efficient routing, and providing a consistent customer experience. UCCX scripting uses a visual scripting tool called the “UCCX Script Editor,” which allows administrators to design, test, and deploy scripts without needing extensive programming knowledge.

Preparing CCX Script Editor

On CCX » Tools » Plugins, download the CCX Editor Installer

Then just connect with CCX credentials

Call Flow

Here’s the call flow that we’re creating

Creating Script

First after creating a new script, add a Play Prompt as the first audio interaction pointing to welcome.wav

Next we create a new variable to hold the value of today’s date

Then add a new IF logic to compare the current date to the predefined holiday dates

Next, add a Day of Week element to determine if the date is on work days or weekends

Then to determine if its on or off the work hours, add the Time of Day element

After that, add a Menu to allow options to press one or two

On the press of no 1, direct it to the Resource that points to a CSQ

Then add a Queue loop for when there’s no agents available so the caller can wait with a music played

Next on the press of no 2, we add a Call Redirect that points to the Reception Variable

Here’s the final script for this call flow

Uploading Scripts

On CCX » Application » Script Management, upload the script

Next upload all the audio prompts on Application » Prompt Management

Finally, select the script on the application

At this point the IVR is done ready to handle calls

Call Variables

Additionally, if we want to utilize some call data and display it on the Finesse as a call variable, we can add a Get Contact Info element and store these data on some variables