Cisco IPCC Enterprise Advanced Scripting

Fast Lane Australia
Sydney, NSW, Australia

Course Format: Classroom | E-learning | Virtual Class | Online | On-site | Blended | Self-paced

Course Description:

'' After completing this course the student should be able 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 scripts providing IVR treatment, collecting digits, performing database lookups, and facilitating screen pops at the desktop
Recognize how scripting can affect historical reporting
Test the scripting logic to verify that it meets the business requirements
Identify script failure and learn troubleshooting techniques
Course Content
Call-center customers use Cisco IP Contact Center Enterprise / 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 Enterprise 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 complex call flows. Example scripts are designed to demonstrate the provision of specific interactive voice response (IVR) treatment, the collection of call processing variables used in database lookups for call routing, and the facilitation of standard reporting. Other topics include collecting and setting the variables to provide CTI screenpops.

Course Outline
The course outline is as follows:

Script Editor Interface
Basic Scripting Overview
Routing Logic
Business Rules Development
Formula Editor, Built-In Functions, Custom Functions
Database Routing
Advanced Features
The lab outline is as follows:

Learn application discovery and design
Create routing script for Cisco IPCC Enterprise environment with Cisco IP IVR prompts
Create administrative script for Cisco IPCC Enterprise environment
Validate and troubleshoot scripts
Add database routing feature to routing script
...''

Elements of this syllabus are subject to change.

Phone:+ 61 2 9211 5077

School Address:

Suite C.310. 22-36 Mountain Street
Broadway, Sydney, NSW, 2007
Australia



Jobs & Resumes: Sydney
Houses & Roommates: Sydney
Travel Agencies: Sydney

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