Call center customers use Cisco® IP Contact Center Enterprise/Intelligent Contact Management (IPCC/ICM) to efficiently route call center contacts to the agent with the most appropriate skill set to assist the customer. Cisco ICM scripting provides the tools needed to translate an organization’s business rules for customer contacts into callrouting logic. In the Cisco IPCC Enterprise Advanced Scripting course, students convert business requirements into call flow design and then into scripts that provide the routing information to routing clients. The process includes configuring, scripting, and testing complex call flows. Additional topics include database lookup features, custom formulas, and custom functions.