CISCO Training


  Advanced Services Cisco IPCC Enterprise Advanced Scripting (IPCAS)

Who Should Attend

  • Channel Partner / Resellers
  • Customer,
  • Employee


Course 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 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.

  • Introduction
  • Business rules development
  • Cisco ICM configuration overview
  • Basic scripting overview
  • Routing logic
  • Database routing
  • Formula editor, basic functions, and custom functions
  • Design scripts that support reporting requirements