Training Course:Cisco IPCC Advanced Scripting (Certificate)School/Trainer:Tech 2000, Inc.
Herndon, Virginia, United States
Course Format: Classroom | E-learning | Virtual Class | Online/Live | On-site/In-house | Blended | Self-paced
Course Description:
'' Call center customers use Cisco® Enterprise IP Contact Center/Intelligent Contact Management (IPCC/ICM) to efficiently route call center contacts to the agent with the most appropriate skill set to assist the customer. Cisco® ICM scripting provides the tools needed to translate an organization s business rules for customer contacts into call-routing logic.
In the Cisco® IPCC Advanced Scripting course, students convert business requirements into call-flow design and then into scripts that provide the routing information to routing clients. The process includes configuring, scripting, and testing call flows. Example scripts are designed to demonstrate the provision of specific IP interactive voice response (IPIVR) treatment, the collection of call processing variables used in database lookups for call routing, and the facilitation of computer telephony integration (CTI) screen pops. Other topics include collecting and setting the variables to provide specific historical reporting detail, advanced use of script nodes, and identifying and troubleshooting script failures.
You will learn to:
Develop a technique for determining the business rules that dictate the delivery of calls within a call center
Convert business rules into a call-flow design based on the requirements
Develop complex scripts providing IVR treatment, collecting digits, and performing database lookups
Gain proficiency in translation routing
Test the scripting logic to verify that it meets the business requirements
Identify script failure and learn troubleshooting techniques
...''
Elements of this syllabus are subject to change.
Please go to the school's official website for training price and schedule:
http://www.t2000inc.com/
Phone:703.467.8600
School Address/Venue(s):
Tech 2000, Inc.
459 Herndon Parkway, Suite 8
Herndon, Virginia 20170 USA
Jobs & Resumes: Herndon
Houses & Roommates: Herndon
Search other schools for Cisco IPCC Advanced Scripting training resources.
Other training courses offered by Tech 2000, Inc.:
Cisco SAFE Implementation
Cisco Secure Virtual Private Networks
Cisco Multiprotocol Storage Essentials
IP Telephony Express
Cisco IOS Unified Communications
Cisco IPCC/ICM Deployement Methodology
Cisco CallManager MCS Boot Camp
Cisco Voice over IP
Cisco ICM Multichannel Options
Cisco IPCC Advanced Reporting
Cisco Quality of Service
Cisco IP Transfer Point
CISCO UNIFIED CALLMANAGER MCS 5.0
ENTERPRISE DATA CENTER ARCHITECTURES
CCIE Routing & Switching
CCSP
Wireless Network Defense
Hands-on Voice Over IP
Audium
Notice: The course description on this page was captured from the Internet as historical reference or submitted by visitors. It was archived statically and not updated from day to day.
Tips:
Schools can use this unlimited free web marketing service by submitting their course descriptions and school introductions. Two outbound links will be granted to each posting. |
|
|
