sillejo

Scripts are the programming of the call flows into the system. They have sub flows that can take the caller out of the original script and back again if needed. They are programmed using either pure coding in text files or through the use of the "Script Editor" which is a version specific program loaded up on a PC and uses JavaBeans for a visual representation of the script itself. A checkered flag for "exit" a bell for a "call" a toe tag for a "note" etc. The editor also has a "validation" feature and a more advanced feature that allows you to step through the script in real time. You turn the editor into a monitoring tool, call into the script, then advance the script using the editor so you can watch any data collection or feature selection before moving on.

Scripting is like programming, any yahoo can make a script but it takes a professional to make one that works well and is adaptable in the future. If you let a CCIE write scripts for you, then you run the risk of getting a bad script if that CCIE is not living and breathing scripts on a weekly basis. There are professionals who work exclusively in the Call Center space for Cisco products, understand the features available with each version of IPCC or ICM and can create scripts that others will understand later on. This is key. Get references and get a professional.

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