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Course ID: 12060 | Course Duration: 2 Days
Course Dates: 
 
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IPCAS (Cisco IPCC Advanced Scripting) Training Class

Course ID: 12060 		 
 
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IPCAS (Cisco IPCC Advanced Scripting) Training Seminar


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. 		 
     
     
  Course Details  
     
     
  Agenda  
 

1. Introduction


2. Business Rules Development


3. Cisco ICM Configuration Overview


4. Basic Scripting Overview


5. Translation Routing Purpose and Creation


6. Route Select Nodes


7. Database Routing


8. Formula Editor, Basic Functions, and Custom Functions


9. Design Scripts that Support Reporting Requirements

  
     
     
  Audience  
 

Individuals who deploy or support Cisco IPCC/ICM and individuals who are
responsible for impleme

 
     
  Pre-requisites  
  PreReqs  
     
  Comments  
  For all course dates held in Canada, please add 5% GST to the course price. Canadian residents will need to add an additional 7% PST to the course price.  
     
     
 
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  IPCAS (Cisco IPCC Advanced Scripting) Training Course Dates and Locations  
     
  Course ID: 12060 | Course Duration: 2 Days  
     
  Locations:  
     
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12/02/2008 $2,000.00    Durham, NC Register Online For The 12/02/2008 Event Request More Information   Register By Fax For The 12/02/2008 Event
12/04/2008 $2,000.00    Durham, NC Register Online For The 12/04/2008 Event Request More Information   Register By Fax For The 12/04/2008 Event
 
     
 
On-Site Training Bring this IPCAS (Cisco IPCC Advanced Scripting) training class in-house at your facility. Request More Information Request More Information On IPCAS (Cisco IPCC Advanced Scripting)
 
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