Brett Hanson

How to Use Orchestration Designer Successfully with Avaya Aura Contact Center: Flow Versus Script

December 10, 2012 Brett Hanson Cisco, Cloudera, Featured, Professional Development, Project Management, Routing & Switching, Technology, Training in Business

When given the option, how does one determine whether to work with a script or a flow? Is one format better than the other? What factors should be considered? Let’s explore! Arguments in favor of scripting:

“I know how to work with text.”
“I can interpret a script more easily than a flow.”
“I can create a script much more quickly than I can a flow.”
“I am supporting an existing system and scripts are already in place.”

Flows can be preferable because:

“I don’t have to learn the scripting language.”
“The picture is easier to follow than words.”
“The flow creates an easy sign-off document for customer acceptance. I don’t have to generate a separate flow chart in a different program.”
“The system is a new installation and the customer wants to make changes after the system in place.”

Understanding Orchestration Designer for Avaya Aura Contact Center

December 3, 2012 Brett Hanson Cisco, Cloudera, Featured, Professional Development, Project Management, Routing & Switching, Technology, Training in Business

In this post, we are going sort through the evolution of the different programs that have been used over the years to create call processing instructions. We will explore how programming progressed from exclusively text-based scripting to scripts and graphical-based flows. Tips for working with flows will be described. We will discuss the introduction of the Contact Router and different ways of supporting the first place (Contact Router or Master script) where all contacts are processed.