Nortel Meridian Meridian 1 Scripting Manual page 42

Understanding and planning your scripts
Understand skill-based routing
The concept of matching qualified agents with related contact types is the basis
for skill-based routing. You must be able to match the contact's requirements
with an agent who can meet the contact's requirements. At the same time, you
must be aware of when to provide treatments to contacts and how contact
information is tracked. When you understand these issues, you can write
efficient scripts.
Define the script objective
Each script should meet an objective of your contact center. You may require the
script to perform one or more functions. Determine the purpose of the script (for
example, routing a specific contact to a specific agent). Remember that each
script can be referenced by, or can reference, other scripts. Consider the
following questions:
What kinds of scripts do you need for your system?
How many scripts do you need to meet these requirements?
How do the scripts interact with one another?
To help plan your scripts, you can create a flowchart or an illustration to outline
the logic of the script (for example, a script tree or web). A flowchart helps you
visualize the sequence of steps that a contact follows after it enters Contact
Center Manager. You can also use a flowchart to determine when you send
treatments to the voice contact and when you can collect data for reporting.
Identify the available resources
Contact Center Manager includes resources that you can use in your scripts to
control what happens to a call when it enters the contact center. Knowing about
these resources and how they work together helps you to design a logical path
that calls follow. Before you write scripts, you must be familiar with the
following resources:
CDNs
RAN routes
music routes
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Standard 8.04
Contact Center Manager