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Description
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. Additional topics include database lookup features, custom
formulas, and custom functions.
Please note: Students need to provide their own Windows-based laptops and 15-ft-or longer ethernet cables.Objectives
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 (Interactive Voice Response)
treatment, collecting digits, performing database lookups, and
facilitating screen pops at the desktop
- Test the scripting logic to verify that it meets the business requirements
- Identify script failure and learn troubleshooting
Prerequisites
Following are the prerequisites for this course.
- Understanding of call center operations
- Experience with Cisco IPCC Enterprise application configuration, administration, and scripting Recommended Courses
- ICMPT1
- ICMPT2
- IPCCE
Who Should Attend
This course is for technical professionals who are:
- Individuals who deploy or support Cisco IPCC Enterprise/ICM
- Individuals who are responsible for implementing end-to-end call flow design for contact centers
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