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Script Design Training/Workshop for Nortel CCMS SCCS

Delivery Format/Duration
Open Class (seat-based): 5 days
On-site: 3-5 days, depending on client needs

Overview
This training course is designed for Nortel Contact Center Manager Server (CCMS)* system administrators, implementers and support staff and provides critical knowledge transfer around Nortel CCMS scripting theory, principles and best practices.

* Nortel Contact Center Manager Server (CCMS) is the new market name for the Symposium Call Center (SCCS).

NOTE: This session is not a substitute for certification training endorsed by Nortel. Anyone wishing to perform scripting independently on a production system should first obtain Nortel-approved certification in scripting as well as any prerequisites. There are risks inherent in conducting training on a production system. Symmetrics assumes no responsibility for system changes made by training participants.

Who Should Attend
This session is intended for more advanced call center users of Nortel CCM/SCCS, who are responsible for performing administrative functions for the call centers, and who wish to develop an understanding of scripting. Typical attendees of this course include:

  • Telecom administrators
  • Reporting Specialists
  • Contact Center Managers
  • Contact Center Analysts

Applicable Systems
This training is applicable to customers running the following Nortel Contact Center Portfolio solutions:

  • Symposium Call Center Server (ALL Versions)
  • Nortel Contact Center - Manager/Contact Center Manager Server (v6)

Prerequisites
Understanding of basic database concepts and contact center terminology and should be familiar with the CCMS Web client application.

Topics Covered

Day 1:

CCM Overview

Call Flow & Scripting Overview

  • How call routing works
  • How call flow and scripting influence reporting
  • Intro to reading and interpreting scripts

Understanding and Planning Scripts

  • Types of scripts
  • Planning scripts
  • Tools and procedures
  • Drafting a visual call flow

Lab: Draft a visual call flow

Practice: Create a call flow diagram

  • Review call flow diagrams and discuss

Day 2:

Support Programming in the Switch and CCM

  • Routes, IVR ACD-DNs, Voice ports, DNISs, Agent IDs
  • Voice Processing System (Call Pilot) – Applications, Voice segments/Prompt IDs
  • CCM/SCCS - Creating Skillsets, CDNs, Music/RAN Routes, IVR ACD-DNs, Voice ports, DNISs, Agent IDs, Variables, Adding new resources to Partitions

Script Building Blocks

  • Basic Script Commands
  • Advanced Script Commands
  • Voice Processing Commands

Scripting Rules and Conventions

General Script Writing Tips

Composing, Testing and Implementing Scripts

Practice: Script Writing 1

  • Write a basic script following the call flow from Day 1.

Day 3:

Review and discuss practice scripts

Select best practice script(s) and implement

  • Use Script Manager to compose, validate and activate
  • Review script writing tools available in the Web Client interface
  • Test script

Lab: Script Interpretation

  • Review and discuss current active scripts (actual client scripts[2] or samples)

Practice: Scripting Writing 2

  • Improve basic script and incorporate enhanced scripting features

Day 4:

Review of Part 1

Theory, practice call flows and discussion of practice scripts from previous session

Advanced scripting techniques

  • Sample Optional Functionality with Advanced Scripting
    • Discuss the following features and view sample script logic:
  • Accommodating various emergency scenarios (including remote activation)
  • Wild variables
  • Forced messages
  • Allow call treatment changes without editing scripts
  • Alternating wait loop treatments
  • Expected Wait Time and rules for use
  • Playing menus and collecting digits
  • Dynamic messaging and playback (such as Expected Wait Time)
  • Identify, log and provide specific treatment for certain events and conditions
  • Routing by Dialed DN or DNIS (when CDNs are low)
  • Use of common secondary scripts for ease of maintenance
  • Scripting in a networked environment

Practice: Incorporate any of the above features into practice scripts.

Day 5:

Documentation Overview

  • Sample preparation/approval documentation
  • Exporting scripts
  • Post-production hand-off documentation

Course Review & Final Tips
Open Session
Final Q&A, Open Discussion, practice and analysis