This course is not currently offered by Global Knowledge. Information here is provided for reference only.

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 Needs to Attend

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

Prerequisites

Good understanding of Avaya NES Contact Center Manager Administration

Follow-On Courses

There are no follow-ons for this course.

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)