KT-IPCAS IPCAS Cisco IPCC Enterprise Advanced Scripting Training - Minneapolis, Minnesota IT MN Technical Financial New York, NY
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IPCAS Cisco IPCC Enterprise Advanced Scripting


Duration: 2 Day Hands-On Lab & Lecture Course  


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.


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

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  

Click here to view the Course Outline

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
2 Days  

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