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Training Course Summary:

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 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 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.

Pre-Requisites:

Call center experience
IPCC/ICM Boot Camp

Who Should Attend:

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

Training Course Overview/Content:

Introduction

Business rules development

Cisco ICM configuration overview

Basic scripting overview

Translation routing purpose and creation

Route select nodes

RONA for Cisco IPCC

Database routing

Using dynamic labels

Formula editor, basic functions, and custom functions

IVR service control scripting

IVR (ISN) microapplications

Design scripts that support reporting requirements