OneSource Professional Training Solutions
OneSource Professional Training Solutions, Inc. presents
 

Avaya NES Contact Center - Manager Scripting 1, Release 6.0 On-Site Training

This on-site training class is also available as Public Schedule Seminar.

Avaya NES Contact Center - Manager Scripting 1, Release 6.0

Course Description/Agenda


In this course designed for personnel responsible for administering and maintaining Avaya NES Contact Center - Manager scripts, you will learn how to plan for and create scripts using the basic script commands available with Avaya NES Contact Center - Manager. You will learn to combine commands, intrinsics, and expressions to design and develop Avaya NES Contact Center - Manager scripts.

What You'll Learn

  • Write, validate, and edit scripts using the script writing rules and formatting conventions
  • Perform basic scripting administration tasks on the Contact Center - Manager
  • Use the basic Call Treatment commands to define treatments provided to callers
  • Define intrinsics and their use within scripts
  • Use intrinsics properly within scripts
  • 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 treatment
  • Design 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

Who Should Attend

Personnel responsible for administering and maintaining Avaya NES Contact Center - Manager applications (scripts and flows)

Course Prerequisites

Good understanding of Avaya NES Contact Center Manager Administration

Course Outline

1. Scripting Overview

2. Creating Scripts Using Basic Script Commands

  • Scripts
  • Creating Scripts

3. Queuing Commands

4. Call Treatments Commands

5. General Commands

6. Basic Voice Processing Commands

7. Intrinsics and Expressions

  • Time Intrinsics
  • Traffic Intrinsics
  • Skillset Intrinsics
  • Call Intrinsics

8. Script Variables

9. Handling Emergency and Failed Conditions

10. Final Project (Start)

 

More Seminar Information

OneSource Professional Training Solutions, Inc.
OneSource Professional Training Solutions

Delivery Method

 On-Site Training On-Site Training

Also Available As

 Seminar Seminar

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