Cisco IPCC Enterprise Advanced Scripting

Fast Lane Switzerland
Geneva, Zurich, Switzerland

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:+41 (0)44 832 50 80

School Address:

Fast Lane / IFTC AG
Glatt Com, 1. Etage (P12)
8301 Glattzentrum (Wallisellen/Zürich)
Switzerland

Fast Lane c/o ITTA �IT Training Academy
12, AV. DES MORGINES
1213 Geneva
Switzerland

Jobs & Resumes: Geneva, Zurich
Houses & Roommates: Geneva, Zurich
Travel Agencies: Zurich

Search other schools for Cisco IPCC Enterprise Advanced Scripting training resources.

JBoss - Advanced Hibernate
JBoss for Administrators
JBoss Clustering
JBoss Rules
Integrating Enterprise Branch Architectures using the Cisco ISR
Advanced Services Service Control Application for Broadband
Securing Enterprise Data CenterArchitectures
Advanced Services Building Enhanced Cisco Security Networks
Advanced Services Metro Ethernet Switching Deployment Power Workshop
Cisco CTI Programming for Cisco ICM and Cisco IPCC
MPLS Expert Workshop
Advanced OSPF Workshop
Wireless LAN Security Workshop
ANTI-HACKING Workshop
Voice Anti-Hacking Workshop
Data ONTAP CIFS Administration
Data ONTAP NFS Administration
Data ONTAP SAN Administration
Data Protection and Retention

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: Besides Acquiring latest course information by the search form, Students can also leave their study interests here and let schools callback.