Course Details
Advanced Services - Cisco IPCC Enterprise Advanced Scripting (IPCAS )
Who should attend
- Channel Partner / Reseller
Course certification
This course is part of the following Certifications:
- Cisco Advanced IP Communications Sales Specialist
Prerequisites
- Call center experience and
- Cisco IPCC/ICM Boot Camp or
- Cisco IPCC/ICM Product Training and Cisco IPCC/ICM System Admininstration
or
Cisco ICM Product Training Part 1 (ICMPT1)
Cisco ICM Product Training Part 2 (ICMPT2)
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
- Recognise 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
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Course Contents
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 organisations 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.
- Business rules development
- Cisco ICM configuration overview
- Formula editor, basic functions, and custom functions
- Design scripts that support reporting requirements
Price (excl. VAT):
$ 2000 USD 
Duration: 2 days
Dates: Weekly
Online Training: Available
LOCATIONS
Locations : Cities as shown below
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United States
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Anchorage, AK
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Little Rock, AR
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Phoenix, AZ
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Tempe, AZ
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Tucson, AZ
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Anaheim, CA
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Burbank, CA
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Glendale, CA
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Irvine, CA
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Los Angeles, CA
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Mountain View, CA
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Redwood City, CA
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Sacramento, CA
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San Diego, CA
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San Francisco, CA
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San Jose, CA
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Santa Clara, CA
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Denver, CO
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Hartford, CT
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Washington, DC
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Ft. Lauderdale, FL
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Jacksonville, FL
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Miami, FL
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Orlando, FL
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Tampa, FL
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Atlanta, GA
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Honolulu, HI
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Boise, ID
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Chicago, IL
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Chicago (Schaumburg)
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Oakbrook, IL
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Indianapolis, IN
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Kankas City, KS
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Louisville, KY
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New Orleans, LA
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Boston, MA
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Boxborough, MA
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Westford, MA
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Baltimore, MD
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Columbia, MD
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Elkridge, MD
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Rockville, MD
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Detroit, MI
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Minneapolis, MN
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St. Louis, MO
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Charlotte, NC
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Raleigh / Durham, NC
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Omaha, NE
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Edison, NJ
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Montvale, NJ
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Edison / Morristown, NJ
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Albuquerque, NM
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Las Vegas, NV
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Reno, NV
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Albany, NY
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New York, NY
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Rochester, NY
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Cincinnati, OH
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Cleveland, OH
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Columbus, OH
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Oklahoma City, OK
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Portland, OR
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Philadelphia, PA
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Pittsburgh, PA
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Nashville, TN
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Austin, TX
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Dallas, TX
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Houston, TX
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Richardson, TX
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San Antonio, TX
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Salt Lake City, UT
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Dulles, VA
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Herndon / Reston, VA
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Norfolk, VA
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Richmond, VA
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Tysons Corner, VA
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Seattle, WA
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Milwaukee, WI
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Canada
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Calgary, AB
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Edmonton, AB
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Vancouver, BC
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Winnipeg, MB
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St. John's, NL
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Halifax, NS
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Mississauga , ON
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Ottawa, PM
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Toronto, ON
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Montreal, QC
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Quebec City, QC
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Regina, SK
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United Kingdom
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London
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Wakefield
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Coventry
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Wokingham
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Birmingham
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Manchester
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Liverpool
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Leeds
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Newcastle
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Bristol
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Cardiff
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Reading
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Milton Keynes
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Exeter
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Glasgow
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Edinburgh
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Aberdeen
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Belfast
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Online
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Ireland
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Dublin
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Shannon
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Cork
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Galway
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Limerick
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Sligo
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South Africa
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Johannesburg
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Cape Town
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Durban
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Germiston
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Pretoria
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Port Elizabeth
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Bloemfontein
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Singapore
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New Zealand
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Auckland
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Wellington
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Christchurch
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Hamilton
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Tauranga
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Dunedin
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HongKong
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Australia
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Canberra
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Melbourne
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Adelaide
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Perth
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Brisbane
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Darwin
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Cairns
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Newcastle
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Alice Springs
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Hobart
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Sydney
