• 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 complex scripts providing IVR treatment, collecting digits, and performing database lookups
• Gain proficiency in translation routing
• Test the scripting logic to verify that it meets the business requirements

2 days

• ICM/NAM System Administration (ICMSA)
• IP Contact Center Product Training (IPCCF)
• ICM/NAM Product Training (ICMPT)
• Call center experience

This course is intended for the following audience:

• Individuals who deploy or support Cisco IPCC/ICM
• Individuals who are responsible for implementing end-to-end call-flow design for contact center customers

1. Introduction

2. Business Rules Development

3. Basic Scripting Overview

4. Translation Routing Purpose and Creation

5. Route Select Nodes

6. Database Routing

7. Formula Editor, Basic Functions, and Custom Functions

Hands-on Labs

Lab 1: Application discovery and design

Lab 2: Standard routing script using custom formulas and functions

Lab 3: Script using advanced routing

Lab 4: Routing script for IVR service control (Internet Service Node microapplications are optional)