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Cisco Unified Contact Center Enterprise (UCCE) by Gary Ford

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Chapter 9. Call Flow Scripting

This chapter covers the following subjects:

• An introduction to the role of call scripting

• The call script development lifecycle

At the heart of Cisco Unified Contact Center Enterprise (UCCE) is a routing engine that contains a real-time view of the entire enterprise. The UCCE router is aware of the real-time status of all agents, ports, and peripherals configured on the platform. For the router to deliver contacts to these resources, it needs to process route requests through a predefined set of logic rules. Within UCCE, these logic rules are defined through the use of call scripts.

Call scripts are created with the Script Editor application that is installed on an administrative workstation (AW). The call scripts ...

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