This course is designed for personnel responsible for administering and maintaining Nortel Contact Centre Manager scripts.
This course provides the required foundation necessary to successfully complete advanced scripting, course 0351C Nortel Contact Centre Manager Scripting 2, Release 6.0. In this course, you learn how to plan for and create scripts using the basic script commands available with Nortel Contact Centre Manager. This includes learning to combine commands, intrinsics, and expressions to design and develop Nortel Contact Centre Manager scripts.
Upon successful completion of this course, you will be able to: Write, validate, and edit scripts using the script writing rules and formatting conventions Perform basic scripting administration tasks on the Nortel Contact Centre Manager Use the basic Call Treatment commands to define treatments provided to callers Use intrinsics properly within scripts Explain the differences between Global and Call variables Create, edit, and delete variables Use Global variables appropriately in script design Design scripts to incorporate the use of the Event Handler to trap unforeseen or failed events and provide an appropriate treatmentDesign scripts to monitor for emergency situations and provide the appropriate treatment to callers during an emergency Design scripts to test for unsolicited events Design scripts to test for successful/failed responses to call processing commands
Introduction to Symposium Call Centre call script control. Introduction to various script types. Configuring and modifying scripts Call control using command combinations