In the Cisco IPCC Enterprise Advanced Scripting course you will learn to 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 utilized to demonstrate the provision of specific interactive voice response (IVR) treatment, the collection of call processing variables used in databases lookups for call routing, and the facilitation of standard reporting. Other topics include collecting and setting the variables to provide CTI screen pops.

Target Audience

This course is intended for call center professionals and other technical professionals responsible for deploying or supporting Cisco IPCC Enterprise/ICM or responsible for implementing end to end call-flow designs.


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 Recognise how scripting can affect historical reporting and identify script failure and learn troubleshooting techniques Test the scripting logic to verify that it meets the business requirements

Course Outline

  • Common Script Nodes
  • Scheduling Scripts
  • New Features
  • Business Rules
  • Routing Rules
  • Administrative Scripts
  • Troubleshooting
  • Database Routing
  • Contingency Scripting
  • Advanced Concepts
  • Maintenance

EquiTrain –a pision of Equinox International- equips organizations with IT skills that are the lifeblood of modern corporate life, as Theyll as the professional expertise required for ensuring productivity and to remain competitive now and tomorrow.

At EquiTrain, They tailor end-to-end training solutions that incorporate both IT and business consultancy to the specific needs of each inpidual customer. They can equip yTheir IT professionals with all they need to quickly maximize yTheir new technology investments as Theyll as pushing forward absolute beginners on their road to IT proficiency.

They offer a broad range of IT and Management training cTheirses and certifications from top technology vendors with a choice of on-site or offsite, public or closed and local or abroad training. Their portfolio of cTheirses is supplemented by Their strategic training alliance with world's leading providers of learning solutions.

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