Cisco® IPCC Advanced Scripting (IPCAS)

Length: 2-day Workshop

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

Recommended for:

• Individuals who deploy or support Cisco® IPCC/ICM
• Individuals who are responsible for implementing end-to-end call-flow design for contact center customers

Prerequisites:

• ICM/NAM System Administration (ICMSA)
• IP Contact Center Product Training (IPCCF)
• ICM/NAM Product Training (ICMPT)
• Call center experience

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