Overview - Nortel Meridian Meridian 1 Scripting Manual

Understanding and planning your scripts

Overview

A script is an application that contains instructions that determine the sequence
of steps that a contact follows after the contact arrives at Contact Center
Manager. These steps include call treatments (such as music or ringback), call
routing (such as skill-based routing), or interaction with the caller.
Scripts perform two major functions: they define the path a contact follows, and
they provide treatments to a contact as the contact moves through Contact
Center Manager. Scripts are also used by the Contact Center Manager Server to
track and record information about each step in a contact's progress. You can use
this information to analyze how your contact center is functioning and decide
how to improve service.
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Standard 8.04
Contact Center Manager