July 2011
Intermediate to advanced
312 pages
8h 8m
English
Content preview from Cisco Unified Contact Center Enterprise (UCCE)Become an O’Reilly member and get unlimited access to this title plus top books and audiobooks from O’Reilly and nearly 200 top publishers, thousands of courses curated by job role, 150+ live events each month,
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Chapter 9. Call Flow Scripting
This chapter covers the following subjects:
• An introduction to the role of call scripting
• The call script development lifecycle
At the heart of Cisco Unified Contact Center Enterprise (UCCE) is a routing engine that contains a real-time view of the entire enterprise. The UCCE router is aware of the real-time status of all agents, ports, and peripherals configured on the platform. For the router to deliver contacts to these resources, it needs to process route requests through a predefined set of logic rules. Within UCCE, these logic rules are defined through the use of call scripts.
Call scripts are created with the Script Editor application that is installed on an administrative workstation (AW). The call scripts ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.