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ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions

Release 7.0(0)

June 2006
Corporate Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA http://www.cisco.com Tel: 408 526-4000 800 553-NETS (6387) Fax: 408 526-1400

THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS. THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT SHIPPED WITH THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE. IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE OR LIMITED WARRANTY, CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY. The Cisco implementation of TCP header compression is an adaptation of a program developed by the University of California, Berkeley (UCB) as part of UCB public domain version of the UNIX operating system. All rights reserved. Copyright 1981, Regents of the University of California. NOTWITHSTANDING ANY OTHER WARRANTY HEREIN, ALL DOCUMENT FILES AND SOFTWARE OF THESE SUPPLIERS ARE PROVIDED WITH ALL FAULTS. CISCO AND THE ABOVE-NAMED SUPPLIERS DISCLAIM ALL WARRANTIES, EXPRESSED OR IMPLIED, INCLUDING, WITHOUT LIMITATION, THOSE OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OR ARISING FROM A COURSE OF DEALING, USAGE, OR TRADE PRACTICE. IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT, SPECIAL, CONSEQUENTIAL, OR INCIDENTAL DAMAGES, INCLUDING, WITHOUT LIMITATION, LOST PROFITS OR LOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USE THIS MANUAL, EVEN IF CISCO OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. CCSP, CCVP, the Cisco Square Bridge logo, Follow Me Browsing, and StackWise are trademarks of Cisco Systems, Inc.; Changing the Way We Work, Live, Play, and Learn, and iQuick Study are service marks of Cisco Systems, Inc.; and Access Registrar, Aironet, BPX, Catalyst, CCDA, CCDP, CCIE, CCIP, CCNA, CCNP, Cisco, the Cisco Certified Internetwork Expert logo, Cisco IOS, Cisco Press, Cisco Systems, Cisco Systems Capital, the Cisco Systems logo, Cisco Unity, Enterprise/Solver, EtherChannel, EtherFast, EtherSwitch, Fast Step, FormShare, GigaDrive, GigaStack, HomeLink, Internet Quotient, IOS, IP/TV, iQ Expertise, the iQ logo, iQ Net Readiness Scorecard, LightStream, Linksys, MeetingPlace, MGX, the Networkers logo, Networking Academy, Network Registrar, Packet, PIX, Post-Routing, Pre-Routing, ProConnect, RateMUX, ScriptShare, SlideCast, SMARTnet, The Fastest Way to Increase Your Internet Quotient, and TransPath are registered trademarks of Cisco Systems, Inc. and/or its affiliates in the United States and certain other countries. All other trademarks mentioned in this document or Website are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (0601R) Copyright 2006 Cisco Systems Inc. All rights reserved.

Table of Contents
Preface ...........................................................................................................................................................1 Purpose .....................................................................................................................................................1 Audience ....................................................................................................................................................1 Organization ..............................................................................................................................................1 Related Documentation .............................................................................................................................2 Obtaining Documentation...........................................................................................................................2 Cisco.com..............................................................................................................................................2 Product Documentation DVD.................................................................................................................3 Ordering Documentation........................................................................................................................3 Documentation Feedback...........................................................................................................................4 Cisco Product Security Overview...............................................................................................................4 Reporting Security Problems in Cisco Products ...................................................................................4 Obtaining Technical Assistance..................................................................................................................5 Cisco Technical Support & Documentation Website..............................................................................5 Submitting a Service Request...............................................................................................................6 Definitions of Service Request Severity.................................................................................................6 Obtaining Additional Publications and Information.....................................................................................7 1. Common Tasks............................................................................................................................................9 How to Use Toolbars...................................................................................................................................9 Viewing Toolbars....................................................................................................................................9 The Palette...............................................................................................................................................10 Using the Palette to Build a Script............................................................................................................10 General Tab..............................................................................................................................................11 Routing Tab...............................................................................................................................................12 Targets Tab...............................................................................................................................................13 Queue Tab................................................................................................................................................14 How to Create a Routing Script ...............................................................................................................15 How to Add Comments to a Node............................................................................................................16 How to Specify Connection Label Location for a Node Most...................................................................16 How to Validate Scripts.............................................................................................................................17 How to Open Script Explorer....................................................................................................................18 How to Schedule a Routing Script............................................................................................................18 Viewing Modes.........................................................................................................................................21 Using the Find Nodes Option...................................................................................................................22 Find Nodes and Nodes Found Dialog Boxes.......................................................................................22 Common Find Nodes Dialog Box Properties............................................................................................23 Find Nodes By section..............................................................................................................................23 Find Nodes In section...............................................................................................................................23 Common Nodes Found Dialog Box Properties.........................................................................................24 How to find nodes by Node ID..................................................................................................................24 How to find nodes by Object.....................................................................................................................24 How to find nodes by Node Type..............................................................................................................25 How to find nodes by String......................................................................................................................25 2. Call Types, Contact Data, and Scripting....................................................................................................27 What is a Call Type? ................................................................................................................................27 What is a Default Call Type? ....................................................................................................................27 How Call Types and Scripts are Related..................................................................................................28

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Call Type Qualifiers...................................................................................................................................28 Dialed Number (DN)............................................................................................................................28 Calling Line ID (CLID)..........................................................................................................................29 Using a CLID Prefix.............................................................................................................................29 Using a CLID Region ..........................................................................................................................29 Caller-entered Digits (CED) ................................................................................................................29 Data for Web Requests............................................................................................................................30 Data for E-Mail Requests ........................................................................................................................30 How ICM Software Associates Contacts with Call Types.........................................................................32 Example - How ICM Software Determines the Call Type for a Voice Contact .........................................32 Example - How ICM Software Determines the Call Type for a Web Request ..........................................34 Example - How ICM Software Determines the Call Type for an E-Mail Contact ......................................34 3. Categorizing Contacts...............................................................................................................................37 Categorization and Call Types..................................................................................................................37 Categorization through Scheduling Scripts by Call Type.....................................................................37 How to Change the Call Type and Continue Script Processing...........................................................37 How to Change the Call Type and Execute a New Script....................................................................38 Categorizing by Call Type Qualifiers.........................................................................................................40 How to Categorize a Contact by the Dialed Number...........................................................................40 How to Categorize a Contact by the Calling Line ID............................................................................41 How to Categorize the Contact by the Caller Entered Digits (CED) ...................................................43 Categorizing by Time and Date ...............................................................................................................45 How to Categorize a Contact by the Time ..........................................................................................45 How to Categorize a Contact by the Day of Week ..............................................................................47 Categorizing by Branching ......................................................................................................................48 How to Execute a Different Script .......................................................................................................49 How to Direct Script Execution to a Specific Branch...........................................................................50 How to Direct Script Execution to Different Branches by Percentage..................................................51 How to Categorize a Contact based on a Condition............................................................................53 How to Categorize a Contact Based on its Media Routing Domain ...................................................54 Categorizing By External Data ................................................................................................................54 How to Modify the CallRouter Registry to Provide for DB Lookup Authentication on the Remote Database Target...................................................................................................................................................54 How to Categorize a Contact by External Data...................................................................................55 How to Reference Retrieved External Data.........................................................................................56 Categorizing by External Applications .....................................................................................................56 4. Selecting Routing Targets.........................................................................................................................59 What is a Routing Target?........................................................................................................................60 What is a Route?......................................................................................................................................60 What is a Translation Route?....................................................................................................................60 What is a Target Set? ..............................................................................................................................60 Skill Target................................................................................................................................................60 Agents: How to Define a Set of Agents Who Can Receive the Contact...................................................61 Agent Node..........................................................................................................................................61 Skill Groups: How to Define a Set of Skill Groups That Can Receive the Contact...................................62 Services: How to Define a Set of Services That Can Receive the Contact..............................................64 Enterprise Skill Groups: How to Define a Set of Enterprise Skill Groups That Can Receive the Contact.65 Enterprise Services: How to Define a Set of Enterprise Services That Can Receive the Contact ..........67 Network Targets........................................................................................................................................68 How to Route a Call to an Announcement...............................................................................................69

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How to Route a Call to a Scheduled Target .............................................................................................70 How to Route a Call to an Unanswered Ring...........................................................................................72 How to Route a Call to a Busy Signal ......................................................................................................72 How to Return a Label to a Routing Client...............................................................................................73 How to Return Multiple Labels to a Routing Client...................................................................................74 Selecting Targets by Rules ......................................................................................................................76 Types of Target Searching...................................................................................................................76 Standard Selection Rules....................................................................................................................76 Custom Selection Rules......................................................................................................................78 How to Select Targets by Rules...........................................................................................................79 Distributing Contacts to Targets ...............................................................................................................81 Selecting Targets and Distributing Contacts Using One Node.................................................................82 Transferring Calls from Agents to Agents.................................................................................................85 Sending a Contact to a Different ICM System..........................................................................................87 Stopping Script Processing......................................................................................................................89 End Node.............................................................................................................................................89 Termination Node.................................................................................................................................89 Release Call Node...............................................................................................................................90 Using Target Requery ..............................................................................................................................91 How Target Requery Works.................................................................................................................91 How to Test the RequeryStatus Variable..............................................................................................92 Which Nodes Support Target Requery................................................................................................92 Target Requery with IPCC and IP IVR.................................................................................................93 Using Target Requery .........................................................................................................................93 Checking Targets .....................................................................................................................................93 About Call Tracer.................................................................................................................................93 How to Check Targets .........................................................................................................................94 Example Results..................................................................................................................................94 How to Check VRU Scripts..................................................................................................................96 5. Network VRUs...........................................................................................................................................97 What is a VRU..........................................................................................................................................97 What is a Network VRU?..........................................................................................................................98 Configuring VRUs.....................................................................................................................................98 Network VRU Types and Script Nodes.....................................................................................................98 Accessing VRU Scripts in ICM Scripts.....................................................................................................99 Sending a Call to a VRU with the Send to VRU Node .............................................................................99 Sending a Call to a VRU with the Translation Route to VRU Node ........................................................100 Sending a Call to a VRU after a Translation Route to VRU.....................................................................103 Running External Scripts........................................................................................................................104 Checking for VRU Errors .......................................................................................................................106 Queuing Calls at VRUs ..........................................................................................................................107 Placing a Call in Queue .........................................................................................................................107 Adjusting the Priority of a Call in a Queue .............................................................................................110 Removing the Call from a Queue ..........................................................................................................111 VRU MicroApp Nodes ...........................................................................................................................112 Collecting Data from the Caller...............................................................................................................112 Prompting a Caller to Select from a Set of Options ...............................................................................115 Playing Specific Recordings to the Caller ..............................................................................................118 Overriding VRU Settings ........................................................................................................................121 Temporarily Halting Script Execution......................................................................................................122

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.................................................................136 Multiple-Target Variables...........................138 Expanded Call Context Variables for E-Mail Manager Messages............................................141 SkillGroup........................................................137 What are Expanded Call Context (ECC) Variables?........................147 Miscellaneous Functions......Avail Variable...........143 Arithmetic Operators...................135 Formula Example.................................130 How to Specify an Agent Directly.................................................................................................................................................136 Variable Syntax...............144 Logical Operators...............................................................................................................................................................................................................................................................................................................................................................................................................130 How to Select an Agent by an Expression............................................................................................................................................125 Routing Application Requests.................................................................ICMAvailable Variable.........................................................................................................................................................138 Persistent vs Non-Persistent Call Variables........................139 What are User Variables?.........ICMAvailable Variables...................................................................................135 What is a Formula?...............................125 Overview of Multichannel Services...............................................................................................................................................130 How to Change the Queue to Agent Type................................................................................................................................................................................................................................................................................. Multichannel Routing............................148 Custom Functions.......................142 Operators........................................................127 What is a Media Routing Domain?................................143 Prefix Operators........................................................................................................................................................................144 Bitwise Operators..........136 Single-Target Variables.........................................................................................................................................................140 SkillGroup..............................127 Media Routing Domains and Interruptibility..................................................................................Avail And SkillGroup....................................................145 Miscellaneous Operators.....................................125 Supported Route Requests.............................................................................................................................146 Built-in Functions.............................................................................................................................................................127 Universal Queue Configuration Overview...................................126 Independent Media Queues.....................................................................................126 Universal Queue................................................................................................................................................................................................................................................................................................................................................................................................145 Operator Precedence........146 Date and Time Functions...................................................................................................128 How to Use Media Routing Domains to Categorize Contacts ......................................127 Multichannel Scripting and Media Routing Domains......................................................................................................................................................................................................................................................................................................127 Universal Queue IPCC Requirement............................................................................................................................................128 Queuing to Agents..........................................................................................................136 What is a Variable?....................................140 How to Set Variable Values with the Set Variable Node............................................... Using Formulas......................................131 7.....................................143 Equality Operators...................................................................................................................................................................................................................................................................................................................................................................125 Synchronized Agents and Skill Groups.............................................................................................................................................................................................................................................................................149 What are Custom Functions?...................0(0) iv ........................135 Variables...........................142 SkillGroup................139 Expanded Call Context Variables for Web Callback............................................................................................127 What is Universal Queue?...............................136 What are Call Control Variables?.................................................................................................................................149 ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.........................................................6................................................................144 Relational Operators................................................................................................................................................................................................................................................................................................................................................................................146 Mathematical Functions..............................................

...........................................................................................................................................................175 To start Internet Script Editor......................................................................................................................168 Node Column .....153 How to Check Script Routes......................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................158 How to Adjust Monitor Label Location ................................................................163 9.......155 How to use the Script > Make Active Version Command..................161 How to Export a Script ....................................................................172 Secure Socket Layer (SSL) Requirements for ISE...............150 Importing Custom Functions.... Script Editor Feature Control....................................................151 8............................................................................................................................171 Internet Script Editor Requirements...........................................175 To install Internet Script Editor:.166 How to access Quick Edit Mode ............................................................................................................................................................................................... Script Administration........................................................................................................................................................................................159 How to View Real-time Data ...........................................................162 How to Modify Script Version and Schedule System Information ....................................................................................................................................................................................169 How to Select Script Nodes for a Feature Control Set ......................................................................................................................................................................156 Monitoring Scripts ........................................................................................165 Edit Options ..................159 How to Set Monitor Mode Options ........................................................................................176 Troubleshooting Tools for Internet Script Editor.............................................................175 To upgrade Internet Script Editor.............................................................................................................150 How to Export a Custom Function...................................................................................................171 What Is Internet Script Editor?..................................................................................................160 How to Change the Real-time Data Configuration ............176 Client-Side Internet Script Editor Troubleshooting Tools...........................................................................................................................................................................................................151 Exporting Custom Functions..........155 How to View Enabled Scripts........................................How to Add a Custom Function..................................173 How to Install and Upgrade Internet Script Editor.......................................................................................................................................................................................................................................................166 Quick Edit Only ...................................................................................................................167 Script Editor Feature Control ..........................................................................................168 How to Assign Users to a Feature Control Set ...........................................................171 How Internet Script Editor Works...................................................................................................................162 How to Import a Script ......................................................................................................................................................158 How to Access Monitor Mode ............................................................................172 Internet Script Editor Client...........................................................................................................155 How to Schedule an Administrative Script....................................................................................176 ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7...................................................................................157 Modified Monitor Labels .....................................................155 How to Use Preferences to Set an Active Script.................................................................................................................................................................................................................................................149 Adding Custom Functions......166 Full Edit (includes Quick Edit) ...................................................................160 How to View Router Logs ..........................................................................................................168 Node Control Table ...........................................................................149 How to Import a Custom Function.............................................................................................................................................................................................................169 10...........................157 Enabling Quick Edit from Monitor Mode ..................................................................................................................157 Monitor Labels ..........................................................................153 How to Set Active Scripts..................................................................................168 How to Create a Feature Control Set ............................................... Internet Script Editor (ISE)...............................................................0(0) v ....168 Available Column ........................................

..................184 Using the Service and Enterprise Service Nodes ......................................................................................................................................203 Transfer to IVR Campaign Using Outbound Option with CVP/ISN...................................................................................................................................................................................187 IPCC System PG...........................................................................................................................................................Server-Side Internet Script Editor Troubleshooting Tools.......................................................................................................................176 11........................................ Non-Interruptible....................................181 Prioritizing Agents................................................................................ Scripting in an IPCC Environment.......185 Interruptible vs.................................................... Example Scripts.....184 Call Treatment Comparison......................................................................................181 Prioritizing Calls..............185 IVR (VRU) Types ...................................................................180 IPCC Gateway for IPCC Express Features................................................................................................................................................................200 Controlling the OutboundControl Variable and Skill Group Reservation Percentage Using an Administrative Script..........................................................................................................................................0(0) vi ................. Utility Nodes.....................................................................................................................................................................182 Using the Select Node ........................................................................................................................................................................194 Example IPCC Express and ICM Scripts that Select an Agent.............................209 Comment Node.............................................................................................................................................187 System IPCC..............................................192 Example IPCC Express and ICM Scripts that Select a CSQ..205 IPCC System PG for Outbound Option....................................................................................................................192 Enterprise Expanded Call Context (ECC) Variables............213 Example Web Collaboration Scripts................................184 Using the Agent to Agent Node .........................................................................................................................................................191 Cisco Predefined Enterprise Call Variables...190 Scripting in an IPCC Express Environment......................................................................................206 12.....................................................................................................................182 Canceling Queuing ..........................................................................................................................196 Example IPCC Express and ICM Scripts that Select a Route Point (Redirect)...........................................................190 IPCC Express.185 Using IVR as a Queue Point.......................................................................................................................................................................................................................................................................181 IPCC Enterprise.........................................................................................................179 Deploying IPCC Gateway for IPCC Enterprise.....................................204 Configuring a Queue to Agent Node...............183 Using the Busy Node.............................................................179 IPCC Gateway....................................................................................................................................................................188 System IPCC to ICM Object Mapping............................................................................................................................................................................185 Using the Scheduled Select and Divert Label Nodes ....................................................................................................................................................................................................210 Line Connector Node..........186 Using the Translation Route to VRU Node ..........................................................................................................................................................................................................................................................................................182 Queuing to a Skill Group.................................................213 ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.......................................................................................................................................................................................................................................................................................198 Scripting in an Outbound Environment......................................................................................................................................................190 Using Variables in an IPCC Express Environment..........................................................................................................192 Example IPCC Gateway Post-routing Scripts................................................................................................................................................................................................................................................183 Using the Release Call Node..........183 Using the Ring Node .......................................................................186 No Default Skill Groups in Routing Scripts ..............................................................................................................................................182 Checking for Available Agents ..............................184 Using the End Node........210 13.........................209 Start Node........................................................................................................................................................200 Transfer to IVR Using Outbound Option with IP IVR..........

.............................217 Example ....................................................249 Glossary ...........................................................................................................Queuing Directly to an Agent ...................215 Example ..0(0) vii ....................................................................................................................................................................................................228 Supervisor Assist..............................................................226 Redirection on Ring No Answer ............................................................................................................................................................Overview of Web Request Routing through ICM Software ..............................................237 Example EWT/MED Script Formula....220 Example .......238 14............227 Agent Transfer ...........Pushing a URL to a Waiting Caller ...........................Queuing E-mail to a Skill Group .................................................246 Scripting for RONA................................................................................................................................................................................................234 Transfer to IVR Using Outbound Option with IP IVR......................Queuing a Web Request to a Skill Group .......................................................................................................223 Selecting Agents from Skill Groups .........................................................................................245 CICM VRU Script Considerations................................................246 RONA and ISN.................................................................................................................. Troubleshooting.............................................................................................................................................................................................................................................216 Example ..........Routing Based on the Media Routing Domain ..................................................................................................................................................................................................................................................247 15..............................................................................................................................................................214 Non-voice MRDs .....................................................................................................................................................................255 ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7................................221 Example .......................231 Using the Dialed Number for the MR Routing Client and Routing through a Select Node to a Skill Group.................................... Hosted Scripting Considerations..............................................................................................................225 Example IPCC Enterprise Scripts ......241 NAM Script Configuration..................................................................................................................................................................................................................................................................................222 Example Universal Queue Scripts .............251 Index ..........................................................................................................................................Routing a Message Based on Priority ..219 Example E-Mail Scripts .........215 Example ...................................................................................................................220 Overview of E-mail Routing through ICM Software ......................241 CICM Scripting Considerations...................................................................................................................................................................................................230 Additional Example Outbound Option Scripts ...224 Categorizing by Media Routing Domain ...238 EWT/MED Script Explained....................................................................................................................................................................................245 Create CICM VRU Scripts........................................................................................................................................................................237 When to use EWT Queing.............................215 The Voice MRD ...............................................................213 Web Requests and Media Routing Domains .........................................225 Queuing to Agents .....................................................................................................................................................................236 Estimated Wait Time (EWT) Queueing..............................................231 Setting the OutboundControl Variable and Skill Group Reservation Percentage..................................................................................................................................235 Transfer to IVR Using Outbound Option with CVP/ISN........................................................................

.........................................................13 Figure 5: Queue Tab of the Palette.........................................................................................Calling Line ID.....................................................................................................................................................................................50 Figure 38: Switch Properties.......................12 Figure 4: Targets Tab of the Palette..Dialed Number Tab......................List of Figures Figure 2: General Tab of the Palette.................................................................................................................................................17 Figure 12: Validate All Query Dialog................47 Figure 33: Day of Week Icon...........................................................................................................................................................................................................................................38 Figure 21: The Requalify Call Icon........19 Figure 17: Add Call Type Dialog Box ............................................................................................................................................................................................................................................................................................................................................Call Directory Tab...........................................................................................................................40 Figure 24: Dialed Number Properties ......................15 Figure 8: Comment Tab........................................................................................................................................................................................................44 Figure 29: CED Properties........................46 Figure 32: Add Time Dialog....................................................................................................................Schedules Tab.......................................................................................................................................................................Requalify Call Tab........................................................................................................................................................51 Figure 39: Percent Allocation Icon.....................................................................................................................................................................................................................................19 Figure 16: Call Type Manager Dialog Box .48 Figure 35: Go To Script Icon............................................................................................................................49 Figure 36: Go To Script Properties...............Script Tab............Variable.........................................11 Figure 3: Routing Tab of the Palette..............................................42 Figure 27: CLID Properties ..............................................................................................................................................................................18 Figure 15: Call Type Manager Dialog Box ........................................................................................................................................................................................................47 Figure 34: Day of Week Properties........................................................................................................................14 Figure 6: File > New Dialog Box..............................41 Figure 26: CLID Properties ............................................0(0) viii .................................................................................................................................................................................................................................................................................................................44 Figure 30: Time Icon............................................20 Figure 19: The Call Type Icon....46 Figure 31: Time Properties....................................................................................................................................41 Figure 25: The CLID Icon........................................43 Figure 28: CED Properties Icon.......39 Figure 23: The Dialed Number Icon..................................39 Figure 22: The Requalify Call Properties ........................................................Call Type Node........51 ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7..................................................38 Figure 20: Call Type Properties Dialog Box ..................................................................................................................................................................49 Figure 37: Switch Icon..............................................................................................................................................20 Figure 18: Add Call Type Schedule Dialog Box .................................................................................................................................................................16 Figure 9: Connection tab...................................................Period Tab....

..........53 Figure 42: If Properties.......................................................................56 Figure 46: App Gateway Properties ......................................64 Figure 53: Service Properties ...................................................................................Select Tab...........................................................53 Figure 43: DB Lookup Icon........................................................................................................................................................................................83 Figure 73: Route Select Type..........62 Figure 50: The Skill Group Icon...................................................................................................................................Receive.................................................................................................................................................................................................................................................................................................81 Figure 70: Distribute Properties .......................Routing Target Tab............................................................................................................................................Routing Tab...............................................................................72 Figure 63: Busy Icon..........................................................................................64 Figure 54: The Enterprise Skill Group Icon..........................................................72 Figure 64: Label Icon.......................................................................................................................................................................................................................................................................Send....................................................................................................................................................................................................65 Figure 55: Enterprise Skill Group Properties .......................................................................67 Figure 58: Announcement Icon..................................................84 Figure 74: Agent to Agent Icon..................................................................................................................55 Figure 45: Gateway Icon.........................63 Figure 51: Skill Group Properties .82 Figure 71: Route Select Icon.......................................................................................................Route Tab........................................................................................................................................................................................................................................................71 Figure 62: Ring Icon..............................................................................................................................82 Figure 72: Route Select Properties ..............55 Figure 44: DB Lookup Properties.................................................................52 Figure 41: If Icon.................................................................74 Figure 67: Select Node Icon.....85 ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.........................................................................................................................................74 Figure 66: Divert Label Icon..................63 Figure 52: The Service Icon........................................................................................................................................................................................................................................................................................................................................................................................................................................................0(0) ix .Label Tab....................................70 Figure 60: Schedule Select Icon..57 Figure 47: App Gateway Properties .........................................................69 Figure 59: Announcement Properties .......80 Figure 69: Distribute Icon.................................................................................................67 Figure 57: Enterprise Service Properties .........................................................................................................................................................Routing Target Tab......................................................58 Figure 48: The Agent Icon.................................................................................................................................................................................................................................70 Figure 61: Schedule Select Properties........73 Figure 65: Label Properties ............Routing Target Tab......................................................................................................66 Figure 56: The Enterprise Service Icon............................................................................................................................................................................................61 Figure 49: Agent Properties .........................................................................................Announcement Tab...........................................................................Routing Target Tab......................................................................................Figure 40: Percent Allocation Properties..................79 Figure 68: Select Properties ................Distribute Tab........................................

.......129 Figure 105: Queue Agent Type.....................104 Figure 87: Run External Script Properties.........................................................................................................................................................................................................................................................................................................................................................................................................................................................133 Figure 109: Both an Enterprise Route and a Route Chosen.........................................................................................90 Figure 82: Call Tracer Icon..................................................................................116 Figure 96: The Play Icon......................................................................................87 Figure 77: ICM Gateway Properties..............................................................0(0) x ........................................................................................................................................................................................................................................................................................................................................................................................................................107 Figure 89: Queue to Skill Group Properties........................................................................................................................................140 Figure 111: Security Alert Dialog Box.............................................................................................................................................................................108 Figure 90: The Queue Priority Icon.........101 Figure 85: Translation Route to VRU Icon Properties........................................................................102 Figure 86: The Run External Script Icon.......................................................................................................................................................................................................................................................................................................................................................Figure 75: Agent to Agent Properties...111 Figure 93: Collect Data Properties........................................................99 Figure 84: The Translation Route to VRU Icon............................................................................................................................................................174 ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.......................................................................................................................................................................................................................119 Figure 98: The VRU Settings Icon...........................................................................................................................................................................89 Figure 79: Termination Icon.........................106 Figure 88: The Queue Icon.........................................................................111 Figure 92: The Cancel Queuing Icon...................................................................................................132 Figure 108: No Enterprise Route or Route Chosen............121 Figure 100: The Wait Icon..........................................................................................................................................................................................................................................................................................................................................94 Figure 83: The Send to VRU Icon..........................................................................................131 Figure 107: Agent Expression Properties........................................................................................................................................................................................................................................................................................................................................................................118 Figure 97: Play Properties............................................................................................113 Figure 94: The Menu Icon............................................................................................................................115 Figure 95: Menu Properties...................130 Figure 106: Agent Direct Properties.............................110 Figure 91: Queue Priority Properties....................89 Figure 80: Termination Properties.............................................................................................................................................133 Figure 110: Set Properties window...............................................................................................................................................................................90 Figure 81: Release Call Icon.......................................................................121 Figure 99: VRU Settings Properties..............................................................................88 Figure 78: End Icon........................................122 Figure 101: Wait Properties..................................................................................................................86 Figure 76: ICM Gateway Icon...................123 Figure 103: MRD Properties..................................................

..........................................229 ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7..............................................................198 Figure 119: PostRouteSimple..................................................................................................................................................................................................................................aef........................................................................................................209 Figure 129: The Comment Icon...207 Figure 128: Start Properties.............................................................................................................................................................................................................0(0) xi ................................................................225 Figure 143: Queuing to Agents....................................................................................205 Figure 125: Queue to Agent Properties...................................................................................................................................................................................................214 Figure 134: Example .................................179 Figure 113: System IPCC Deployment...............................................................204 Figure 124: Example Routing Script Using the Dialed Number for the MR Routing Client.194 Figure 115: PostRouteSelect CSQ........................................................................................227 Figure 145: Reroute on Ring No Answer Script...............210 Figure 131: The Line Connector Icon.............210 Figure 130: Comment Properties.........188 Figure 114: Label Node Properties.........................................................................217 Figure 136: Queuing directly to an agent..................................................................................................................................................................................................................................................................................................................................................................................223 Figure 141: Selecting Agents from Skill Groups.........................................................................196 Figure 117: PostRouteSelectAgent...........................................................................................203 Figure 122: Example Routing Script for a Transfer to IVR Campaign Using Outbound Option with IP IVR...........................................................................................................................................................211 Figure 132: Line Connector Properties....................................................................................................................................................................................................................................................................200 Figure 121: Setting Skill Group Variables (OutboundControl and OutboundPercent)........................................................................................................211 Figure 133: Web Request Routing Process............................228 Figure 146: Agent to Agent Transfer.........aef..................................................224 Figure 142: Categorizing by MRD........................................................219 Figure 138: Routing based on MRD.............................................................................199 Figure 120: Post Route to a Route Point..............................................................................203 Figure 123: Example Routing Script for a Transfer to IVR Campaign Using Outbound Option with CVP/ISN.........................216 Figure 135: pushiing URL to waiting caller......................................................................................................................................Figure 112: IPCC Gateway PG...................................................................219 Figure 139: Queuing email to skill group......................222 Figure 140: Routing based on priority..............................................................................................................................................................aef............218 Figure 137: Direct Reference to Agent.................206 Figure 127: Example Routing Script Using the Queue to Skill Group Node...................................................................................................................................................................................................................................Queuing a Web Request to a Skill Group........226 Figure 144: Reroute on Ring No Answer.............................................................................................................................................................................................................................................197 Figure 118: Post Route to Agent.....................................................................................195 Figure 116: Post Route to CSQ..................................205 Figure 126: Example IPCC System PG for Outbound Option Campaign Administrative Script..........................................................................................................

......................231 Figure 149: Setting the OutboundControl Variable and Skill Group Reservation Percentage............237 Figure 154: Example NAM Routing Script...................................................................................243 Figure 156: ECC Variable user...............................................................247 Figure 159: RONA Scripting in IPCC Hosted Edition..............235 Figure 151: Using the Dialed Number for the MR Routing Client and Routing through a Select Node to a Skill Group................................................................................................................................................microapp...............................................244 Figure 157: ICM Gateway Node .......................................Figure 147: Agent to Agent Node Script..................................................................................0(0) xii ......................................................................................242 Figure 155: NetworkTransferEnabled Set Variable Node............................................................................................................................media_server Set Variable Node..........................248 ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7......................................................................................................................................................................................................................235 Figure 152: Transfer to IVR Using Outbound Option with IP IVR.....................................................236 Figure 153: Transfer to IVR Using Outbound Option with CVP/ISN.........................230 Figure 148: Example Supervisor Assist Script.............234 Figure 150: Queue to Agent node Properties...................................................244 Figure 158: Changing the Queue Type to Enable Requery................................

ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. Call Types. Network VRUs (page 97) Chapter 6. Audience This document is intended for CIsco ICM/IPCC system managers. A system manager must have a general understanding of contact center operations and management. For more information on Script Editor. Discusses how to use CallTypes and Contact Data when writing ICM scripts. External Data. Call Type qualifiers. Contact Data.0(0) Preface 1 . Multichannel Routing (page 125) Discusses diverting contacts to a Network VRU for additional call processing. Common Tasks (page 9) Contains information about common tasks you perform in Script Editor.Preface Purpose Preface Purpose This manual describes how to use the Cisco Intelligent Contact Manager/IP Contact Center software Script Editor tool to create and maintain routing and administrative scripts. Categorizing Contacts (page 37) Chapter 4. Contains information relating to categorizing contacts based on Call Types. and Scripting (page 27) Chapter 3. and specific information about the contact centers and carrier networks connected to the Cisco ICM/IPCC system. This chapter does not contain information on every possible task you can perform. Discusses writing scripts to handle multichannel routing situations. and External Applications. Organization Chapter Description Chapter 1. Chapter 2. Selecting Routing Targets (page 59) Contains information on how to determine the destination for contacts using Script Editor nodes to specify how a contact is routed to a target. Time and Date. Branching. Chapter 5. see the online help.

and Estimated Wait Time (EWT) queuing. from all (or some) Script Editor functionality. Using Formulas (page 135) Chapter 8. Script Editor Feature Control (page Discusses Script Editor Feature Control in terms of resrticting users 165) (or classes of users). Script Administration (page 153) Explains how to create formulas and use them in routing nodes.com You can access the most current Cisco documentation at this URL: http://www. Discusses scripting considerations in a hosted environment. Example Scripts (page 213) Provides information relating to the Start. Comment. Chapter 14.com/techsupport You can access the Cisco website at this URL: http://www. (page 179) Chapter 12. Utility Nodes (page 209) Chapter 13. and Line Connector nodes. These sections explain how to obtain technical information from Cisco Systems. categorizing contacts.com/public/countries_languages. Provides scripting troubleshooting information. Chapter 9.com.cisco.. and selecting routing targets. Cisco also provides several ways to obtain technical assistance and other technical resources. Internet Script Editor (ISE) (page Discusses the Internet Script Editor functionality.shtml ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.Preface Related Documentation Chapter Description Chapter 7. E-Mail. IPCC Enterprise. Troubleshooting (page 249) Related Documentation Obtaining Documentation Cisco documentation and additional literature are available on Cisco. Scripting in an IPCC Environment Discusses scripting in an IPCC Environment. Outbound Option. 171) Chapter 11.cisco. Cisco. Discusses ICM script management tools and procedures. Provides example Web Collaboration. Universal Queue. Hosted Scripting Considerations (page 241) Chapter 15.cisco. Chapter 10.com You can access international Cisco websites at this URL: http://www.0(0) Preface 2 .

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html Reporting Security Problems in Cisco Products Cisco is committed to delivering secure products.com. You can submit comments by using the response card (if present) behind the front cover of your document or by writing to the following address: Cisco Systems Attn: Customer Document Ordering 170 West Tasman Drive San Jose.cisco.com/go/psirt If you prefer to see advisories and notices as they are updated in real time. you can access a Product Security Incident Response Team Really Simple Syndication (PSIRT RSS) feed from this URL: http://www.com/en/US/products/products_psirt_rss_feed. contact PSIRT: • Emergencies .com. • Register to receive security information from Cisco. A current list of security advisories and notices for Cisco products is available at this URL: http://www.Preface Documentation Feedback Documentation Feedback You can rate and provide feedback about Cisco technical documents by completing the online feedback form that appears with the technical documents on Cisco.security-alert@cisco. Cisco Product Security Overview Cisco provides a free online Security Vulnerability Policy portal at this URL: http:// www. and we strive to correct all vulnerabilities quickly.cisco. We test our products internally before we release them. If you think that you might have identified a vulnerability in a Cisco product.html From this site.com ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0) Preface 4 . • Obtain assistance with security incidents that involve Cisco products. CA 95134-9883 We appreciate your comments.com/en/US/products/products_security_vulnerability_policy. You can rate and provide feedback about Cisco technical documents by completing the online feedback form that appears with the technical documents on Cisco.cisco. you can perform these tasks: • Report security vulnerabilities in Cisco products.

com/techsupport Access to all tools on the Cisco Technical Support & Documentation website requires a Cisco. if you have a valid Cisco service contract.com user ID and password. you can also reach PSIRT by telephone: • 1 877 228-7302 • 1 408 525-6532 Note: We encourage you to use Pretty Good Privacy (PGP) or a compatible product to encrypt any sensitive information that you send to Cisco.mit.edu:11371/ pks/lookup?search=psirt%40cisco. The Cisco Technical Support & Documentation website on Cisco.com features extensive online support resources.Preface Obtaining Technical Assistance An emergency is either a condition in which a system is under active attack or a condition for which a severe and urgent security vulnerability should be reported.com/RPF/register/register. contact your reseller. The correct public key to use in your correspondence with PSIRT is the one that has the most recent creation date in this public key server list: http://pgp. or click the Cisco Product Identification Tool RMAs. The CPI tool offers three search options: by product ID ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. Never use a revoked or an expired encryption key.com In an emergency.cisco. If you do not have a valid Cisco service contract. PSIRT can work from encrypted information that is compatible with PGP versions 2. If you have a valid service contract but do not have a user ID or password. you can register at this URL: http://tools.0(0) Preface 5 . • Nonemergencies . Cisco Technical Support & Documentation Website The Cisco Technical Support & Documentation website provides online documents and tools for troubleshooting and resolving technical issues with Cisco products and technologies. In addition.psirt@cisco.x. You can access the CPI tool from the Cisco Technical Support Website by clicking the Tools & Resources Tools. Obtaining Technical Assistance Cisco Technical Support provides 24-hour-a-day award-winning technical assistance.x through 8. All other conditions are considered nonemergencies. The website is available 24 hours a day.com&op=index&exact=on The link on this page has the current PGP key ID in use. Cisco Technical Assistance Center (TAC) engineers provide telephone support. Choose Cisco Product Identification Tool from the Alphabetical Index drop-down list. at this URL: http://www.do Note: Use the Cisco Product Identification (CPI) tool to locate your product serial number before submitting a web or phone request for service.cisco.

or for certain products. (S1 or S2 service requests are those in which your production network is down or severely degraded.com/techsupport/servicerequest For S1 or S2 service requests or if you do not have Internet access. by tree view. or significant aspects of your business operation are negatively affected by inadequate performance of Cisco products.0(0) Preface 6 . or there is a critical impact to your business operations. You and Cisco will commit full-time resources during normal business hours to resolve the situation. Severity 2 (S2) -. use one of the following numbers: • Asia-Pacific: +61 2 8446 7411 (Australia: 1 800 805 227) • EMEA: +32 2 704 55 55 • USA: 1 800 553-2447 For a complete list of Cisco TAC contacts. Search results show an illustration of your product with the serial number label location highlighted. Severity 1 (S1) -. If your issue is not resolved using the recommended resources. but most business operations remain functional.) Cisco TAC engineers are assigned immediately to S1 and S2 service requests to help keep your business operations running smoothly To open a service request by telephone. (S3 and S4 service requests are those in which your network is minimally impaired or for which you require product information.com/techsupport/contacts Definitions of Service Request Severity To ensure that all service requests are reported in a standard format. Cisco has established severity definitions. You and Cisco will commit resources during normal business hours to restore service to satisfactory levels.cisco.Preface Obtaining Technical Assistance or model name. Submitting a Service Request Using the online TAC Service Request Tool is the fastest way to open S3 and S4 service requests. Severity 3 (S3) -. You and Cisco will commit all necessary resources around the clock to resolve the situation.Your network is down. contact the Cisco TAC by telephone. The TAC Service Request Tool is located at this URL: http://www.Operation of an existing network is severely degraded. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. your service request is assigned to a Cisco TAC engineer.) After you describe your situation. by copying and pasting show command output. go to this URL: http://www.Operational performance of your network is impaired. Locate the serial number label on your product and record the information before placing a service call.cisco. the TAC Service Request Tool provides recommended solutions.

com/packet • iQ Magazine is the quarterly publication from Cisco Systems designed to help growing companies learn how they can use technology to increase revenue. Packet delivers coverage of the latest industry trends. Each quarter. You can access iQ Magazine at this URL: http://www. and logo merchandise.Preface Obtaining Additional Publications and Information Severity 4 (S4) -. You can view current offerings at this URL: http://www. customer case studies.com/en/US/learning/index. reference guides.com • Packet magazine is the Cisco Systems technical user magazine for maximizing Internet and networking investments.You require information or assistance with Cisco product capabilities. and network solutions is available from various online and printed sources. For current Cisco Press titles and other information.ciscopress.html ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. There is little or no effect on your business operations. installation. and operating public and private internets and intranets.com/go/marketplace/ • Cisco Press publishes a wide range of general networking. technologies.0(0) Preface 7 .cisco. or configuration. streamline their business. go to Cisco Press at this URL: http://www. You can access the Internet Protocol Journal at this URL: http://www. Visit Cisco Marketplace.com/go/iqmagazine • Internet Protocol Journal is a quarterly journal published by Cisco Systems for engineering professionals involved in designing.cisco. and links to scores of in-depth online resources. certification and training information. training and certification titles. as well as network deployment and troubleshooting tips.cisco. using real-world case studies and business strategies to help readers make sound technology investment decisions.cisco. technology breakthroughs. • Cisco Marketplace provides a variety of Cisco books. the company store.com/ipj • World-class networking training is available from Cisco. and expand services. Both new and experienced users will benefit from these publications. developing. and Cisco products and solutions. Obtaining Additional Publications and Information Information about Cisco products. at this URL: http://www. The publication identifies the challenges facing these companies and the technologies to help solve them. configuration examples. You can access Packet magazine at this URL: http://www.cisco.

0(0) Preface 8 .Preface Obtaining Additional Publications and Information ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.

page 15 How to Add Comments to a Node. For more information on Script Editor. page 16 How to Validate Scripts. This topic does not contain information on every possible task you can perform. page 24 How to find nodes by Node Type. page 10 Using the Palette to Build a Script. This section contains the following topics: • • • • • • • • • • • • • • • • • • • How to Use Toolbars.Chapter 1 Common Tasks This topic contains information about common tasks you perform in Script Editor. page 12 Targets Tab. page 17 How to Open Script Explorer. page 9 The Palette. page 25 How to find nodes by String. page 18 Viewing Modes. page 21 Using the Find Nodes Option.0(0) 9 . page 16 How to Specify Connection Label Location for a Node Most. see the online help. page 10 General Tab. page 11 Routing Tab. page 18 How to Schedule a Routing Script. page 22 How to find nodes by Node ID. page 25 How to Use Toolbars Viewing Toolbars You control which toolbars appear in the application window by using the View menu: ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. page 24 How to find nodes by Object. page 14 How to Create a Routing Script . page 13 Queue Tab.

Toolbars that are currently open are checked. You can also control the size of the toolbar icons from the Toolbar submenu: • To display large toolbar icons. The Palette contains the icons representing the nodes you use in scripts. from the submenu. The available nodes are divided into four tabs: • General (page 11) • Routing (page 12) • Targets (page 13) • Queue (page 14) Using the Palette to Build a Script You use the Palette to build a script by moving icons representing different nodes into the script workspace. select the unchecked toolbar. The submenu opens. Step 2 Step 3 To open a toolbar. select the checked toolbar. The Palette You display the Palette by clicking in the Main toolbar or by selecting Palette from the View menu. • To display small toolbar icons. select Large Icons when it is not checked. select Large Icons when it is checked. Note: Toolbar icons in this document are always shown as large icons with text. To close a toolbar. without text.Chapter 1: Common Tasks The Palette Step 1 From the View menu. from the submenu.0(0) 10 . ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. with text. listing the four toolbars. select Toolbar.

• Placing cursor over object and clicking the left mouse button.0(0) 11 . To insert more of the same node.Chapter 1: Common Tasks General Tab You do this by: • Placing cursor over object and pressing the left mouse button. reposition cursor and click again. then dragging the object into the workspace and releasing the mouse button. General Tab Following is the General tab of the Palette: Figure 1: General Tab of the Palette ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. then moving the cursor into the workspace and clicking the mouse button again.

Chapter 1: Common Tasks Routing Tab The General tab contains icons for the following nodes: • Comment (page 210) • Day of Week (page 45) • DB Lookup (page 54) • End (page 89) • Gateway (page 56) • Go To Script (page 48) • If (page 48) • Line Connector (page 210) • Percent Allocation (page 48) • Set Variable (page 135) • Skill Group (page 62) • Start (page 209) • Switch (page 48) • Time (page 45) Routing Tab Following is the Routing tab of the Palette: Figure 2: Routing Tab of the Palette ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0) 12 .

0(0) 13 .Chapter 1: Common Tasks Targets Tab The Routing tab contains icons for the following nodes: • Call Type (page 37) • Caller-Entered Digits (page 40) • Calling Line ID (page 40) • Dialed Number (page 40) • Distribute (page 81) • ICM Gateway (page 87) • Media Routing Domain (page 127) • Requalify Call (page 37) • Select (page 76) Targets Tab Following is the Targets tab of the Palette: Figure 3: Targets Tab of the Palette ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.

0(0) 14 .Chapter 1: Common Tasks Queue Tab The Targets tab contains icons for the following nodes: • Agent (page 61) • Agent to Agent (page 85) • Announcement (page 69) • Busy (page 72) • Divert Label (page 74) • Enterprise Service (page 67) • Enterprise Skill Group (page 65) • Label (page 73) • Release Call (page 89) • Ring (page 72) • Route Select (page 82) • Scheduled Select (page 70) • Service (page 64) • Skill Group (page 62) • Termination (page 89) Queue Tab Following is the Queue tab of the Palette: Figure 4: Queue Tab of the Palette ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.

You are prompted to select to create a Routing Script or Administrative Script: Figure 5: File > New Dialog Box Step 2 Click ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.Chapter 1: Common Tasks Queue Tab The Queue tab contains icons for the following nodes: • Cancel Queuing (page 111) • Collect Data (page 112) • Menu (page 115) • Play (page 118) • Queue (page 107) • Queue Priority (page 110) • Queue to Agent (page 130) • Run External Script (page 104) • Send To VRU (page 99) • Translation Route to VRU (page 100) • VRU Settings (page 121) • Wait (page 122) How to Create a Routing Script Step 1 In Script Editor.0(0) 15 . Select File > Newor click New.

How to Add Comments to a Node Most nodes have a Comment tab: Figure 6: Comment Tab Step 1 Step 2 You can add a comment in the Enter text field. You are prompted for a script name.Chapter 1: Common Tasks Queue Tab The new script opens in the Edit window.0(0) 16 . You can also select the location in the node you want the comment to appear in by selecting a radio button in the Text justification area. select File > Save or click Save. How to Specify Connection Label Location for a Node Most Most nodes have a Connection Labels tab: ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. Step 3 Step 4 Build the script. To save the script. with a Start node (page 209).

select Script > Validate or on the toolbar click the Validate Icon. b. with the script open in the active window. Destination. Origin. c. select Script > Validate All or on the toolbar. Step 2 You can also select no to show the connection label by clearing the Display monitor labels checkbox. How to Validate Scripts Step 1 To validate a single script. for the connection label to display close to the node you are editing. Center. You are prompted to choose between validating active versions of all scripts or all the opened scripts: ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. for the connection label to display close to the targeted node.Chapter 1: Common Tasks Queue Tab Figure 7: Connection tab Step 1 You can specify the location of connection labels when viewing a script in monitor mode by moving the slider in the Label position area.0(0) 17 . for the connection label to display between the nodes. Step 2 To validate multiple scripts. click the Validate All Icon. Move the slider to: a.

listing scripts by customer and business entity: You can then set the active version of the script. How to Schedule a Routing Script You schedule a script by associating it with a Call Type (page 37) as follows: Step 1 Select Script > Call Type Manager. b. a dialog box states it is valid. a. click the Explorer Icon The Script Explorer dialog box opens. rename it. See the online help for more information. The Call Type Manager dialog box opens. When you select an error.Chapter 1: Common Tasks Queue Tab Figure 8: Validate All Query Dialog Step 3 Make the appropriate selection and click OK in the window. select File > Script Explorer or on the toolbar. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. If a script is valid. with a list of the errors. the Validate Script dialog box opens. or delete it. If the script is not valid. the node where the error occurs is highlighted in the Edit window.0(0) 18 . view its properties. How to Open Script Explorer Step 1 In Script Editor.

The Add Call Type Schedule dialog box opens.Chapter 1: Common Tasks Queue Tab Figure 9: Call Type Manager Dialog Box . Click Add.Call Directory Tab Step 2 Select the Schedules Tab: Figure 10: Call Type Manager Dialog Box .Schedules Tab Step 3 Step 4 Step 5 Select the Call Type (page 37) to associate with the script. In the Script tab. select the script to schedule: ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0) 19 .

Script Tab Step 6 In the Period tab.Chapter 1: Common Tasks Queue Tab Figure 11: Add Call Type Dialog Box . enter a description of the schedule. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. Click OK in the Add Call Type Schedule dialog box.0(0) 20 . in the Description tab.Period Tab Step 7 Step 8 Optionally. enter information to define the period for which the schedule will be in effect: Figure 12: Add Call Type Schedule Dialog Box .

• Edit . or from the Script menu.Allows you to view the script. – You cannot edit the Administrative Manager dialog (Script > Administrative Manager). – You can select the viewing mode from the Scripting toolbar (page 9).Chapter 1: Common Tasks Viewing Modes Step 9 Click OK in the Call Type Manager dialog box. any properties of the selected nodes that change the structure of a script or that reset previous reporting data cannot be edited in Quick Edit mode. However. – You cannot edit the Custom Functions dialog (Script > Custom Functions). • Monitor . or by double-clicking on the node. Viewing Modes You can view a script in four different modes: • Browse .0(0) 21 . but not make any changes. – You cannot create or delete a script – You can access the Properties of any script node in any mode by either right clicking on the node and selecting Properties. with the following guidelines: • In Quick Edit mode: – You cannot add or delete a node – You can adjust most of the properties of the script nodes selected in the Node Control table of your assigned feature control set. • As a Quick Edit Only User: – You can only edit scripts through Quick Edit mode.Allows you to make certain modifications to a script. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.Allows you to edit the script.Allows you to monitor the script • Quick Edit . Note: The schedule is not saved until you click OK in the Call Type Manager dialog box. – You cannot edit the Call Type Manager dialog (Script > Call Type Manager).

Each node is reached using the Up/Down keys. However. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. buttons. modify. Use the Find Nodes option to find specific script node(s) by: • Node ID • Object • Node Type • String Use the Find Nodes option to find script nodes in: • the Current script • All active script versions • All open scripts Find Nodes and Nodes Found Dialog Boxes Most properties of the "Find Nodes" dialog box are common and appear regardless of the “Find Nodes By” selection. A script consists of a series of nodes. complex scripts. Each field or button within a section/group (Find Nodes By/In) is reached using the Up/Down keys. See the following for the “Find Node” dialog box and “Nodes Found” dialog box property descriptions. The "Nodes Found" dialog box displays the results of your "Find" operation. the appearance of the “Find Nodes” dialog box changes. Note: • Keyboard equivalents are indicated in parenthesis after each field or button having one • Use Tab/Shift+Tab in the “Find Nodes” dialog box to change focus and navigate to the sections. When managing large. the Find Nodes option makes it easier to identify/access the node you want to view.Chapter 1: Common Tasks Using the Find Nodes Option Using the Find Nodes Option ICM Script Editor is a tool used to create.0(0) 22 . • Use Tab/Shift+Tab in the “Nodes Found” dialog box to change focus. as each of the options in the “Find Nodes By” section is selected. and schedule routing scripts. and input fields.

Check the “Find Nodes” Search comment field option (Alt+F) to search on the “Comment” field as well. Displays a list of nodes in the Current script. this search criteria does not search the “Comment” field in each node. All active script versions. Node Type. the “Please enter string” field appears. Node Type (Alt+T) Selects node(s) based on the node type. Select the object type first.0(0) 23 . then the object. Disabled if no script is open. Find Nodes In section Name: Description: Default Value: Current script (Alt+C) Select to find nodes in the current script based on any N/A of the “Find Nodes By” properties. Displays a list of nodes containing the substring of the input string in the Current script.Chapter 1: Common Tasks Using the Find Nodes Option Common Find Nodes Dialog Box Properties Name: Description: Default Value: Find Click to find nodes based on the search criteria set in the N/A “Find Nodes” dialog box. the “Please N/A select node type” drop-down list appears. Disabled N/A if no script is open or the Current script option is not selected. or All opened scripts having a reference to the selected object. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. Help Find Nodes By section Name: Description: Default Value: Node ID (Alt+N) The default selection. All active script versions. This string is case N/A insensitive. When selected. Displays the node in the Current script based on the node ID. or String “Find Nodes By” properties. When selected. The only “Find Nodes In” option enabled if no script is open. N/A N/A Click to access the “Find Nodes” online help. Close (Alt+F4) Click to close the “Find Nodes” dialog box. or All opened scripts. When selected. N/A the “Please select object type:” and “Please select object:” drop-down lists appear. All active script versions (Alt+A) Select to find nodes in all active script versions based N/A on the Object. All active script versions. Selects a node based on its node ID. The “Nodes Found” dialog appears displaying a list of the nodes found that matched the search criteria selected. or All opened scripts. String (Alt+S) Selects node(s) based on a string that is entered. Displays a list of nodes of the selected type in the Current script. When selected a “Please enter node ID:” field appears. Object (Alt+O) Selects node(s) based on references to an object. Note: By default.

The “Find Nodes” dialog box appears. one providing a list of object types (“Please select object type:”). Select Edit > Find Node (Ctrl+F). Select Edit > Find Node (Ctrl+F). Displays “Finding nodes in script. Select the desired object type. How to find nodes by Object Step 1 Step 2 Step 3 Open the Script Editor tool. Click to access the “Nodes Found” online help. The “Please enter node ID:” field is displayed. then displays the number of nodes found matching the search criteria.0(0) 24 . Disabled if no script is open. Step 4 ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. Note: If there is no node with a matching ID. select Object. N/A N/A N/A N/A Next Node (Alt+N) Click to select the next node in the list. Enter the ID of the node you wish to view into this field. N/A Click to close the “Nodes Found” dialog box. In the “Find Nodes By” section. Step 6 Select a node in the list and that node is highlighted in the script. Click Find. How to find nodes by Node ID Step 1 Step 2 Step 3 Step 4 Step 5 Open the Script Editor tool. Two drop-down list boxes appear. Common Nodes Found Dialog Box Properties Name: Description: Default Value: List field Close (Alt+F4) Help Status bar A listing of the node(s) found as a result of the Find." (where <xxx> is the node ID). a message appears stating: "Cannot find node with ID <xxx>. In the “Find Nodes By” section. The node with the ID matching your input is highlighted. The Find Nodes dialog box appears. select Node ID. Node Type. or String “Find Nodes By” properties.Chapter 1: Common Tasks Using the Find Nodes Option Name: Description: Default Value: All opened scripts (Alt+P) Select to find nodes in all active or open scripts based N/A on the Object. the other providing a list of objects (“Please select object:”).” as the search proceeds.

The “Find Nodes” dialog box appears. Select Edit > Find Node (Ctrl+F). a message appears stating: "Cannot find any node with reference to <xxx> object: <yyy>. Click Find.Chapter 1: Common Tasks Using the Find Nodes Option Step 5 Step 6 Select the desired object. A drop-down list appears providing a list of node types (“Please select node type:”). Step 4 Step 5 Step 6 Select a node in the list and that node is highlighted in the script. Select Edit > Find Node (Ctrl+F). Select the desired node type. A “Nodes Found” dialog box appears displaying a list of nodes containing a substring of the input string." (where <xxx> is the node type ). A “Nodes Found” dialog box appears displaying a list of nodes referencing the selected object." (where <xxx> is the object type selected and <yyy> is the object selected). In the “Find Nodes By” section. select String. The “Please enter string:” field is displayed. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. Note: If no node has a reference to the selected object. Step 4 Step 5 Enter the appropriate string into this field. How to find nodes by Node Type Step 1 Step 2 Step 3 Open the Script Editor tool.0(0) 25 . In the “Find Nodes By” section. How to find nodes by String Step 1 Step 2 Step 3 Open the Script Editor tool. a message appears stating: "Cannot find any node of <xxx> type. The “Find Nodes” dialog box appears. Note: The Find By String “Please enter string:” field entry is case insensitive. Note: If no node of the selected type is found. Click Find. A “Nodes Found” dialog box appears displaying a list of nodes of the selected type. Step 7 Select a node in the list and that node is highlighted in the script. Click Find. select Node Type.

0(0) 26 . Check the “Find Nodes” Search comment field option (Alt+F) to search on the “Comment” field as well." (where <xxx> is the string selected). • If no node has reference to the input string.Chapter 1: Common Tasks Using the Find Nodes Option Note: • By default. a message appears stating: "Cannot find any node with reference to string <xxx>. Step 6 Select a node in the list and that node is highlighted in the script. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. this Find does not search the “Comment” field in each node.

and are therefore discussed in greater detail in the Cisco ICM Software Configuration Guide and the Cisco ICM Software IP Contact Center Installation and Configuration Guide. page 34 What is a Call Type? A Call Type is the first-level category of a contact and is determined by data associated with the contact. you must understand Call Types and contact data. Note: You create Call Types through Configuration Manager before writing routing scripts. page 32 Example . page 34 Example . page 28 Data for Web Requests. You associate a script with a Call Type. This section contains the following topics: • • • • • • • • • • What is a Call Type? . through the ICM Configuration Manager.How ICM Software Determines the Call Type for a Web Request .How ICM Software Determines the Call Type for an E-Mail Contact .How ICM Software Determines the Call Type for a Voice Contact .Chapter 2 Call Types. page 30 Data for E-Mail Requests . and Scripting As one writing scripts to route contacts. page 30 How ICM Software Associates Contacts with Call Types. page 28 Call Type Qualifiers. the associated script runs on that contact. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. page 27 How Call Types and Scripts are Related. Contact Data. see the Cisco ICM Software Configuration Guide.0(0) 27 . page 32 Example . For more information. What is a Default Call Type? A default Call Type is the Call Type used when a contact does not map to a defined Call Type. Call Types are typically created during ICM software configuration. When a contact of a certain Call Type is received. page 27 What is a Default Call Type? .

18005551212" might be a Dialed Number. Typically. The Calling Line ID and Caller Entered Digits are used to further categorize the call and determine the Call Type. as well as the following sections in this topic: • Contact Data for Single Session Chat. then runs the associated script. Multi-Session Chat. "NICClient. see the Cisco ICM Software Configuration Guide. How Call Types and Scripts are Related Scripts are scheduled by Call Type. While other types of categorization take place within a script. Dialed Number (DN) A Dialed Number (DN) is a string that represents the telephone number dialed by the caller. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. Call Types enable categorization before a script begins to execute. and Blended Collaboration • Contact Data for E-Mail Note: You can also use the call type qualifiers for categorization within a script. Call Types provide the first level of categorization of contacts. For more information.Chapter 2: Call Types. the differences are explained in this section. Call Types enable you to provide contacts with different treatment by running different scripts to begin with. You also define a general default Call Type that is not specific to a routing client. preceded by the name of the routing client and a period. The terminology used is applicable to voice contacts.0(0) 28 . and Scripting How Call Types and Scripts are Related You define a default Call Type for each routing client through ICM software's Configuration Manager. enabling you to write scripts to route contacts differently depending on their call type. Note: The Dialed Number is referred to as the Script Selector for media other than voice. Call Type Qualifiers The Call Type is determined by the following data. when ICM software receives a request to route a contact. it determines the Call Type of that contact. which are referred to as Call Type qualifiers: • Dialed Number • Calling Line ID (CLID) • Caller-Entered Digits The Call Type qualifiers described in this section apply to contacts from all media. Contact Data. For example. In other words. a Dialed Number is associated with one or more Call Types. where the terminology differs for other media.

you would use a CLID prefix or CLID region. you must first define geographical regions through ICM software's Configuration Manager. You can also choose "None" as the caller-entered digits. if you want to define a Call Type for all calls from the 508 area code. which includes several area codes. a useful Call Type could be defined as all calls from New York. as described below. Caller-entered Digits (CED) Caller-entered Digits (CED) are numbers entered by the caller in response to prompts. you would not use a CLID to define a Call Type. the CLID corresponds to the ApplicationString1 parameter set in the in. Rather. For example. The CLID is sometimes referred to as the ANI (Automatic Number Identification). a caller may enter a number to indicate the type of service needed. A routing script can then process the call based on the area code or local exchange of the caller. and Scripting Call Type Qualifiers Calling Line ID (CLID) The Calling Line ID (CLID) is a string that represents the telephone number from where the call originated.map. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0) 29 . For example. To accomplish this. For more information. Using a CLID Region You may want to define a Call Type that encompasses multiple CLID prefixes. The CLID is not used by e-mail requests.properties file on the Collaboration Server. A routing script can then process the call based on data entered by the caller. To do so. For example. For Web requests. you can use a CLID prefix. Contact Data. you can specify 508486 as the CLID prefix. A routing script can then process the call based on the region of the caller. The caller may enter digits through the carrier network or the call center system. see the Cisco ICM Software Configuration Guide. Using a CLID Prefix You may want to define a Call Type based on the area code from where the call originated. Note: You can differentiate between the case where the caller is not prompted for digits ("None Required") and the case where the caller is prompted but does not respond ("None Entered").Chapter 2: Call Types. For example. the Caller-entered Digits can be used in defining the call's Call Type. Regardless. You can further refine the Call Type to calls from a certain exchange within the area code. you specify 508 as the CLID prefix. Typically.

used to pass additional information to the ICM. The CED is not used by e-mail requests. the CED corresponds to the ApplicationString2 parameter set in the in. These are optional fields that can be used to pass any application-specific information to ICM. you must ensure that a Script Selector with the value used by the Collaboration Server is configured in ICM software.An optional string that can be used to select an ICM routing script. The value of the ApplicationString1 variable corresponds to the Calling Line ID created through ICM Configuration Manager. separated by a period. you must ensure that Script Selectors ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. • dialednumber .Chapter 2: Call Types. Therefore.ICM call variables. see the Cisco ICM Software Configuration Guide. • eccvar1-2 . ECC variables must be configured on the ICM before they can be used by the Collaboration Server. Data for Web Requests Cisco Collaboration Server sends the following data to ICM software when requesting that a single session chat.An optional string that can be used to select an ICM routing script. • applicationstring2 . see the Cisco Collaboration Server Administration Guide. • applicationstring1 . • callvar1-10 . Therefore.A string that determines which script to run on ICM software.map. The value of the scriptselector variable maps to the value of the Script Selector (which maps to the Dialed Number for voice contacts) in the Call Type created through ICM Configuration Manager. multi-session chat. for example. For information on setting up Cisco Collaboration Server to send route requests to ICM software. Contact Data.techSupport". or blended collaboration contact be routed.Expanded call context variables. These variables are mapped in the in. up to 10.map. Data for E-Mail Requests Cisco E-Mail Manager sends the following data to ICM software when requesting that an e-mail message be routed: • Instance and skill group name .properties file to variables in the call form. The string maps to the Script Selector value.A string that determines which script to run on ICM software.0(0) 30 . "SupportInstance. and Scripting Data for Web Requests For Web requests. The value is the name of the E-Mail Manager instance and the ICM Routing skill group the message was assigned to. The value of the ApplicationString2 variable corresponds to the Caller-Entered Digits created through ICM Configuration Manager.properties file on Collaboration Server. For information on creating ECC variables.

The value of the Priority variable. • cisco. see the Cisco ICM Software Configuration Guide. the Message Key could be recorded in the CRM database for future reference to e-mail correspondence with a customer. Category values are configured by the E-Mail Manager administrator. – "1" for High – "2" for Very High – "3" for Urgent • cisco. which is "0" through "3" – "0" for Normal Note: The priority if set through the E-Mail Manager rules. it may be useful when ICM software is integrated with a CRM application.0(0) 31 . While typically the Message Key would not be used to categorize a contact in a script.cem. see the Cisco E-Mail Manager Administration Guide.cem.Priority . For information on Expanded Call Variables.MessageKey . Contact Data.Chapter 2: Call Types.The priority of the message. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.The categories of the message. The value of the variable can be used to categorize the contact in a script. and Scripting Data for E-Mail Requests with the value of the E-Mail Manager instance name and each ICM Routing skill group are configured in ICM software.Category . The categories variable is an array containing up to 10 category values. • cisco.The unique identifier of the message that E-Mail Manager is requesting ICM software to route. The value of the variable can be used to categorize the contact in a script. For information on setting up Cisco E-Mail Manager to send route requests to ICM software.cem.

Chapter 2: Call Types, Contact Data, and Scripting How ICM Software Associates Contacts with Call Types

How ICM Software Associates Contacts with Call Types
Following is the general process of how ICM software attempts to associate a contact with a Call Type. 1. If the Dialed Number, Calling Line ID, and Caller-Entered Digits of the contact map to a defined Call Type, ICM software uses that Call Type. 2. If no Call Type matches the contact, ICM software uses the default Call Type for the routing client. 3. If no default Call Type is defined for the routing client, ICM software uses the general default Call Type. 4. If no general default Call Type is defined, ICM software uses the default label defined for the dialed number. 5. If no default label is defined for the dialed number, ICM software returns an error to the routing client.

Example - How ICM Software Determines the Call Type for a Voice Contact
The following basic example demonstrates how ICM Software Determines the Call Type for a voice contact and runs the appropriate script: 1. When configuring ICM software, you create a Call Type called "MASSACHUSETTS_SALES". This Call Type is defined as: – – Having a Dialed Number of "NICClient1.8005551234". Being from Massachusetts. This is determined by using a Calling Line ID Region which consists of CLID Prefixes for all area codes in Massachusetts: 617, 508, 978, and 413.

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Being a Sales call. This is determined by a Caller Entered Digits value of "1", which is the number in the voice menu to indicate that the caller needs sales help.

2. You create a script called "MASSACHUSETTS_SALES_SCRIPT" which finds the longest available agent in the "NORTHEAST_SALES" skill group. 3. You schedule the script to run for the "MASSACHUSETSS_SALES" Call Type. 4. A caller dials 1-800-555-1234, from the phone number 508-663-4958. 5. When prompted by a menu, the caller enters 1 to request sales help. 6. A route request is sent to ICM software. 7. ICM software examines the dialed number, which equals "18005551234". 8. ICM software evaluates the CLID value and determines that the CLID prefix is "508", which is an area code in Massachusetts. 9. ICM software examines the CED value, which is "1", which indicates that it is a Sales call. 10. ICM software determines that the Call Type is "MASSACHUSETTS_SALES" and executes the "MASSACHUSETTS_SALES_SCRIPT" script. 11. ICM software assigns the task to a particular agent.

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Example - How ICM Software Determines the Call Type for a Web Request
The following basic example demonstrates how ICM Software Determines the Call Type for a single session chat Web request: 1. When configuring ICM software, you create a Call Type called "SSC_CT". This Call Type is defined as having a Script Selector (Dialed Number) of "SSC_DN". 2. When configuring Collaboration Server, you set the value of the scriptselector variable in the call form to "SSC_DN". 3. When configuring Collaboration Server, you set the dialednumber variable in the input map to equal the scriptselector variable in the call form. 4. You create a script called "SSC_SCRIPT" which finds the longest available agent in the "COLLABORATION_SALES" skill group. 5. You schedule the script to run for the "SSC_CT" Call Type. 6. A Web user requests a chat session. 7. A route request is sent to ICM software. 8. ICM software determines that the Call Type is "SSC_CT" and executes the "SSC_SCRIPT" script. 9. ICM software instructs the Collaboration Server to assign the task to a particular agent. For information on setting up Cisco Collaboration Server to send route requests to ICM software, see the Cisco Collaboration Server Administration Guide.

Example - How ICM Software Determines the Call Type for an E-Mail Contact
The following example demonstrates how ICM Software Determines the Call Type for an E-Mail contact: 1. When configuring ICM software, you create a Call Type called "EMAIL_CT". This Call Type is defined as having a Script Selector (Dialed Number) of "Instance1.SalesQueue". 2. When configuring E-Mail Manager, you set the system rules to assign some messages to the ICM Routing queue "SalesQueue", set their priority to "Urgent", and associated them with the category "Sales". 3. You create a script called "EMAIL_SCRIPT". For messages with a priority of "Urgent" (with the cisco.cem.Priority Expanded Call Variable value of "3") and a category of "Sales"

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(with the cisco.cem.Category Expanded Call Variable value of "Sales"), the script assigns the message to the E-Mail Manager local skill group "UrgentSales". 4. You schedule the script to run for the "EMAIL_CT" Call Type. 5. In E-Mail Manager, an urgent "Sales" message is assigned to the "SalesQueue" queue. 6. E-Mail Manager sends a route request to ICM software. 7. ICM software determines that the Call Type is "EMAIL_CT" and executes the ""EMAIL_SCRIPT" script. 8. ICM software instructs E-Mail Manager to assign the task to a particular agent.

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page 45 Categorizing by Branching . ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. page 54 Categorizing by External Applications . enabling you to create different scripts for different types of contacts. page 40 Categorizing by Time and Date . a script can determine how to best process a contact. page 37 Categorizing by Call Type Qualifiers. Categorization through Scheduling Scripts by Call Type Call Types provide the first level of categorization for routing scripts. a script can provide unique treatments for different customer needs. page 56 Categorization and Call Types Categorization is the process of classifying a contact based on certain data associated with the contact. Through categorization. you typically use the nodes available in Script Editor to define how the script is to categorize contacts. page 48 Categorizing By External Data . You schedule scripts by call type. This section contains the following topics: • • • • • • Categorization and Call Types. By categorizing contacts. therefore the Call Type of a contact determines which script is executed.0(0) 37 . How to Change the Call Type and Continue Script Processing You can change the Call Type of a contact from within a script by using the Call Type node (in the Routing tab of the Palette).Chapter 3 Categorizing Contacts When you create a routing script.

How to Change the Call Type and Execute a New Script You can change the Call Type of a contact from within a script and execute a new script associated with the call type by using the Requalify Call node ( in the Routing tab of the Palette). select the Call type to assign to the contact. In the Call Type tab. 2. Warning: The Call Type node changes the call type and continues the current script execution. The Requalify Call node terminates the current script execution and executes a new script associated with that call type.Call Type Node Define Call Type node properties as follows: 1. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0) 38 . add comments and connection labels. Optionally.Chapter 3: Categorizing Contacts Categorization and Call Types Figure 13: The Call Type Icon Following is the Properties dialog box of the Call Type node: Figure 14: Call Type Properties Dialog Box .

select the Call type to assign to the contact. The Requalify Call node terminates the current script execution and executes a new script associated with that call type. In the Requalify Call tab.0(0) 39 . 2. add comments. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. Optionally.Chapter 3: Categorizing Contacts Categorization and Call Types Figure 15: The Requalify Call Icon Following is the Properties dialog box of the Requalify Call node: Figure 16: The Requalify Call Properties . Warning: The Call Type node changes the call type and continues the current script execution.Requalify Call Tab Define Requalify node properties as follows: 1.

Figure 17: The Dialed Number Icon Following is the Properties dialog box of the Dialed Number node: ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0) 40 . You can categorize a contact based on its Call Type Qualifiers by using one or more of the following nodes: • Dialed Number (DN) Node • Calling Line ID (CLID) Node • Caller Entered Digits (CED) Node How to Categorize a Contact by the Dialed Number You can categorize a contact based on its Dialed Number by using the Dialed Number (DN) node ( in the Routing tab of the Palette). For example. and Scripting. a Call Type may be defined as having a Calling Line ID that includes calls from all area codes in New England states. you can further categorize the contact based on the values of the Call Type qualifiers.Chapter 3: Categorizing Contacts Categorizing by Call Type Qualifiers Categorizing by Call Type Qualifiers As described in the topic Call Types. after the script executes. thus treating calls from different area codes in New England differently. a contact's Call Type is determined by three Call Type Qualifiers: • Dialed Number • Calling Line ID (CLID) • Caller-Entered Digits When ICM software determines a contact's Call Type based on these qualifiers. When the script associated with that Call Type executes. it executes the associated script. it can examine the specific area code in the Calling Line ID and branch differently depending on the value. Contact Data. However.

0(0) 41 . or an area code plus a local exchange).Dialed Number Tab Define Dialed Number node properties as follows: 1. If the current contact matches one of the selections in the Target dialed numbers list. processing continues on the failure branch. a specific region. 2. However. Figure 19: The CLID Icon The CLID node tests the billing telephone number of the contact to see if it matches: • A specific (CLID) that you provide (for example. otherwise. ICM software compares the list of values against the calling line ID of the contact. processing continues on the node's success branch. you can specify another value or expression to be used instead of the CLID. area code. • A variable expression. By default. Optionally. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. add comments and connection labels.Chapter 3: Categorizing Contacts Categorizing by Call Type Qualifiers Figure 18: Dialed Number Properties . How to Categorize a Contact by the Calling Line ID You can categorize a contact based on its Calling Line ID by using the CLID node ( in the Routing tab of the Palette). Select one or more dialed numbers or Script Selectors from the Dialed numbers list and click Add> to move them to the Target dialed numbers list.

and 3. for example. If you selected Region. California. In the Calling Line ID tab: a. select a region from the drop-down list. enter the Calling line ID to match. 1. If you selected Exact Match. Figure 20: CLID Properties .0(0) 42 . c. enter the Prefix number. the CLID maps to the applicationstring1 variable. 2. b. To sort the list by case. Before defining CLID node properties. To delete a row. select the Case (the number displayed on each success connection branch). d. you must insert one or more targets and connections from the CLID node. Prefix. 2. or Exact Match. select the row and click Delete. for example. Then define CLID node properties as follows: 1. For each Case.Chapter 3: Categorizing Contacts Categorizing by Call Type Qualifiers Note: For Web Collaboration requests. select the Type of match. enter the Calling line ID to match. Click Region. If you selected Prefix. click Sort. In the Variable tab: ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. For each Case. e.Calling Line ID For each branch to a different target.

0(0) 43 . How to Categorize the Contact by the Caller Entered Digits (CED) You can categorize a contact based on the caller-entered digits by using the CED Node (in the Routing tab of the Palette). the Case information you specified in the Properties dialog box is also deleted. 3.Chapter 3: Categorizing Contacts Categorizing by Call Type Qualifiers a. b.Variable By default. Use Calling Line ID is selected. Note: If you delete a connection associated with a Case. Optionally. Figure 21: CLID Properties . select Use Expression and enter the expression directly or click Formula Editor to use a formula to define the expression. to have ICM software compare the list of values you define in the Calling Line ID tab against the calling line ID of the contact. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. add comments and connection labels. To have ICM software use the value of an expression instead of the Calling Line ID.

Then define CLID node properties as follows: 1. Click Add Digits to add a new CED value for a branch. you can define the CED node to send contacts to: • SkillGroupA if the caller-entered digits match a specific string • SkillGroupB if there are no caller-entered digits Note: For Web Collaboration requests.Chapter 3: Categorizing Contacts Categorizing by Call Type Qualifiers Figure 22: CED Properties Icon For example. the CED maps to the applicationstring2 variable. Then in the new row add a CED value and select the branch number. Following is the Properties dialog box of the CED node: Figure 23: CED Properties You must insert targets and connections from the Caller Entered Digits Node before you can define the node's properties.0(0) 44 . You can associate one or more CED values with each ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.

to apply when the caller was not prompted for digits. However. For example. you can further categorize the contact based on the time and day of week. to apply when the caller was prompted for digits but did not enter any. 2. Categorizing by Time and Date You schedule a script by associating it with a Call Type. Note: The time and day of week are determined by the settings on the computer running the ICM Central Controller. you can select: – – None. Following is the Properties dialog box of the Time node ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. Typically. Valid characters are the digits 0 through 9. However.Chapter 3: Categorizing Contacts Categorizing by Time and Date connection. – Note: If you delete a connection associated with a Case. the Case information you specified in the Properties dialog box is also deleted. the script branches differently and instructs Collaboration Server to assign the request to the longest available agent in the "WKEND_SUPPORT" skill group. None Entered. A script named "SSC_SCRIPT" executes every time a contact with the Call Type "SSC_CT" is received. the contact center is staffed differently over the weekend and the supervisor wants reports to better reflect weekend activity. the asterisk (*). after the script executes. and the number sign (#). As another example. When specifying None. specifying that it matches only those cases where no digits are entered or where no digits are required. this refines the schedule.0(0) 45 . When a contact of a certain Call Type is received. None Required. you may choose to design a script that during those off hours routes a phone call to an announcement instead of an agent. Therefore. to include both None Entered and None Required situations. How to Categorize a Contact by the Time You use the Time node (in the General tab of the Palette) to choose from among several paths within the script based on the current time at the ICM Central Controller. for a contact center where no phone support is available during night hours or weekends. the associated script runs for that contact. for Single Session Chat Web requests received on Saturday or Sunday. Click Add None to add the value of None to a connection. this script instructs Collaboration Server to assign the request to the longest available agent in the "SSC" skill group. in effect. a Call Type named "SSC_CT" may be defined to include all Single Session Chat Web requests.

For each branch listed in the Connections list. define a Time Range. the Modify Time dialog box looks and functions similarly): ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.Chapter 3: Categorizing Contacts Categorizing by Time and Date Figure 24: Time Icon Following is the Properties dialog box of the Time node: Figure 25: Time Properties You must insert targets and connections from the Time node before you can define the node's properties. Then define Time node properties as follows: 1. or select a time range listed and click Modify Time to modify it. Click Add Time to add a new time range to the branch. A dialog box opens in which you can define the time range (the Add Time dialog box is shown below.0(0) 46 . You can define multiple time ranges for a single branch.

the time range information you specified in the Properties dialog box is also deleted. Monday. You can define a branch as Otherwise by selecting the branch and clicking Make Otherwise. Execution follows this branch if none of the specified time ranges apply. add comments and connection labels. How to Categorize a Contact by the Day of Week You use the Day of Week node (in the General tab of the Palette) to transfer control to one of several branches depending on the current day of week (Sunday. select the branch and click Delete Otherwise. Figure 27: Day of Week Icon Following is the Properties dialog box of the Day of Week node: ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.). You can specify only one Otherwise branch for the node.0(0) 47 . 3. Note: If you delete a connection. To no longer define the branch as otherwise. select the time and click Delete Time. 4.Chapter 3: Categorizing Contacts Categorizing by Time and Date Figure 26: Add Time Dialog 2. To delete a time associated with the branch. Optionally. etc.

Chapter 3: Categorizing Contacts Categorizing by Branching

Figure 28: Day of Week Properties

You can define multiple output connections from the Day of Week node and associate each with one or more days of the week. You must insert targets and connections from the Day of Week node before you can define the node's properties. Define Day of Week node properties as follows: 1. For each branch listed in the Connection list, check the days of the week in which processing should continue on that branch. To check the day for that connection, left-click in a spot in the grid corresponding to that connection and day. A check mark appears in the grid. You can associate each day of week with exactly one connection. However, you can associate each connection with one or more days of the week. 2. Optionally, add comments and connection labels. Note: If you delete a connection, the day of the week information you specified in the Properties dialog box is also deleted.

Categorizing by Branching
Within a script, you can create multiple branches to direct script processing based on certain conditions. Branching allows you to use a single script that will process contacts differently depending on data associated with the contact, or on conditions at the contact center. For example, you can design a script named "EMAIL_SCRIPT" that processes all requests to route e-mail messages. Within that script, you can detect if the e-mail message was marked as "Urgent" by Cisco E-Mail Manager. If the message was marked as "Urgent", the script can pass

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the contact to a different script called "URGENT_EMAIL_SCRIPT that is designed and maintained specifically to process the most important e-mail messages.

How to Execute a Different Script
You use the Go To Script node (in the General tab of the Palette) to direct contact processing to another script without changing the call type. When ICM software encounters a Go To Script node, it stops executing the current script and starts the script indicated in the node.
Figure 29: Go To Script Icon

For example, you might have several scripts that check for exception conditions and, if none are found, execute a standard subroutine. Instead of including that subroutine as a branch from the failure output terminal of each of the exception conditions, you could use a Go To Script node pointing to a separate script containing the subroutine. Following is the Properties dialog box of the Go To Script node:
Figure 30: Go To Script Properties

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Define Go to Script node properties as follows: 1. Select the Business entity that owns the script that the node should execute. By default, ICM software consists of one business entity. Multiple business entities are allowed only if you enable partitioning. For more information on partitioning, see the Cisco ICM Software Security Guide. 2. Select a script from the Scripts list. From within an administrative script, you can go to only another administrative script. Within a routing script, you can go to only another routing script. 3. Optionally, add comments and connection labels.

How to Direct Script Execution to a Specific Branch
You use the Switch node (in the General tab of the Palette) to direct script execution to its active output connection. You can define multiple output connections from the Switch node; one of them must be specified as the active connection.
Figure 31: Switch Icon

Following is the Properties dialog box of the Switch node:

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Figure 32: Switch Properties

You must insert targets and connections from the Switch node before you can define the node's properties. Then define Switch node properties as follows: 1. By default, Connections are labeled "A", "B", etc. To re-label a Connection, click Modify Name and make changes to the name. 2. To make a connection active, select a Connection and click Make Active. Only one connection can be active at any time. To change the active branch, you must re-edit the script and create a new script version. 3. Optionally, add comments and connection labels.

How to Direct Script Execution to Different Branches by Percentage
You can direct specific percentages of contacts to different branches in a script by using the Percent Allocation node (in the General tab of the Palette).
Figure 33: Percent Allocation Icon

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Each branch may lead directly to a target, or may include additional processing. Because contacts are distributed by percentage and without tests of the targets' data, distributing by percentage never fails. For example, in a geographically diverse environment, you can create a script that sends 10% of contacts to Boston, 5% to Chicago, and distributes the remaining 85% to another set of targets. Warning: Unlike selecting targets by rules or distributing contacts to targets, distributing contacts does not consider real-time contact center conditions and therefore may lead to load imbalances. Following is the Properties dialog box of the Percent Allocation node:
Figure 34: Percent Allocation Properties

Define Percent Allocation node properties as follows: 1. In the Percent column for each connection, enter a percent number for the percentage of contacts to process on that branch. Note: The percent total for all rows must equal 100. 2. Optionally, modify the Connection name. Changes appear in the connector labels when you save the properties and view the script. 3. Optionally, add comments and connection labels.

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How to Categorize a Contact based on a Condition
You use the If node (in the General tab in the Palette) to direct script execution to one of two branches based on the result of an evaluation. You can use formulas to define the If node.
Figure 35: If Icon

When ICM software executes an If node, it first evaluates the condition specified in the node Properties dialog box Define condition field. If ICM software determines that the condition is true, control flows through the success output terminal; if it determines the condition is false, control flows through the failure output terminal. Following is the Properties dialog box of the If node:
Figure 36: If Properties

Define If node properties as follows: 1. In the Define condition field, enter a condition or use the Formula Editor to create a formula. 2. Optionally, add comments and connection labels.

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How to Categorize a Contact Based on its Media Routing Domain
You use the Media Routing Domain node to categorize contacts based on their media routing domains. This node is described in the Universal Queue section of this document.

Categorizing By External Data
Scripts can categorize a contact based on data stored in a database that is not part of ICM software, such as a Customer Relationship Management (CRM) system. For example, a script that processes incoming phone calls can query a CRM using the CLID to determine if the customer should receive Premium or Standard phone support. The records for the customer with the phone number matching the CLID are retrieved, and the value of the Support column is returned to the script. If the value indicates that the customer has paid for Premium support, script processing continues down one branch that assigns the phone call to a skill group dedicated to responding to Premium customers; otherwise, script processing continues down another branch that assigns the phone call to a more general skill group, where the wait time is expected to be longer. Note: You must use the ICM Configuration Manager to define the external database table and the columns that are to be referenced in scripts. For more information, see the Cisco ICM Software Configuration Guide. You can categorize a contact by retrieving external data with the DB Lookup Node, then referencing the retrieved external data on the DB Lookup node success branch.

How to Modify the CallRouter Registry to Provide for DB Lookup Authentication on the Remote Database Target
By default, when attempting to access a remote database, the ICM CallRouter authenticates itself as: • Username = SA • Password = blank If different account information is required to access the database, you must specify this by editing the Windows registry on the CallRouter to include a SQLLogin Registry Key at the following location:HKEY_LOCAL_MACHINE\SOFTWARE\Cisco.System,INC.\ICM\<instancename>\ RouterA\Router\CurrentVersion\Configuration\Database. Create the SQLLogin key as follows: SQLLogin=\\<DBMachine>\<DBName>= (<DB_username>,<DB_password>). Use a comma as the delimiter to separate data for separate databases.

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The following example shows login credentials for two external databases: SQLLogin=
\\MachineA\DatabaseA=(username,password),\\MachineB\DatabaseB= (username,password).

How to Categorize a Contact by External Data
You use the DB Lookup node (in the General tab of the Palette) to query a specific row of data from an external database. You can then reference columns from that row.
Figure 37: DB Lookup Icon

Following is the Properties dialog box of the DB Lookup node:
Figure 38: DB Lookup Properties

Define the DB Lookup node properties as follows: 1. Select the database Table you want to query. (The drop-down list contains the enterprise names of all lookup tables defined in ICM software.) Note: Define all integer fields in tables accessed by a DBLookup node as NOT NULL. Only the following data types are supported for SQL databases: SQLINT1 (tinyint), SQLINT2 (smallint), SQLINT4 (int), SQLCHAR (char), SQLVARCHAR (varchar),
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SQLFLT4DBFLT4 (real), SQLFLT8DBFLT8 (float), and SQLDATETIME (datetime). All fields except SQLDATETIME, SQLVARCHAR, and SQLCHAR must be defined as NOT NULL fields. These three fields can be defined as NULL. 2. In the Lookup value field, define constant or expression to match the key value in the row you want to retrieve. The value must be of the appropriate data type to match the key field in the table. You can use formulas to define the expression. For example, if phone_number is a key field in the database table, you might use Call.CallingLineID as the Lookup Value. 3. Optionally, add comments and connection labels.

How to Reference Retrieved External Data
To access retrieved data, you use the following syntax in nodes that reference a column:
Database.table-name.column-name

Where: • table-name is the enterprise name of the table as defined through the Configuration Manager. • column-name is the name of the column from the table, which is also defined through the Configuration Manager. For example, if the table Customers contains a column named Priority, you would reference that column in an If expression as follows:
Database.Customers.Priority = 1

For more information, see Using Formulas (page 135).

Categorizing by External Applications
You can categorize a contact based on data returned from an application external to ICM software by using the Application Gateway node (in the General tab of the Palette).
Figure 39: Gateway Icon

For example, a script that processes incoming phone calls can send the caller's account number to an external application, which returns to the script the caller's account balance. The script can then branch on the value of the account balance, providing premium service to callers with higher account balances.

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Figure 40: App Gateway Properties .Send In the Application Gateway drop-down list. or use the Formula Editor to write an expression that evaluates to a string. check Expanded call context variables. In the Subtype filed. see the Cisco ICM Software Configuration Guide. For more information.Chapter 3: Categorizing Contacts Categorizing by External Applications Note: You must use the ICM Configuration Manager to define the external application. check the call variables to send to the external application. select the gateway. d. In the Call variables list. enter the string that is to be sent to the external application. To send expanded call variables to the external application. In the Send tab: a. c. 2. Define the Application Gateway properties as follows: 1. b. In the Receive tab: ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0) 57 .

check variables that the external application may modify. Note: If you select this option.0(0) 58 . ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. Check Expanded call variables if the external application will modify and return values for the expanded call variables. add comments and connection labels.Chapter 3: Categorizing Contacts Categorizing by External Applications – Figure 41: App Gateway Properties . Optionally. – – In the Call variables list.Receive Check No Reply if the external application is not to return data to the script. ICM software is not able to retrieve any data from the external application. 3.

page 70 How to Route a Call to an Unanswered Ring. page 60 Agents: How to Define a Set of Agents Who Can Receive the Contact. page 60 What is a Route?. page 72 How to Return a Label to a Routing Client. page 85 Sending a Contact to a Different ICM System. page 60 What is a Translation Route?. you determine the destination for contacts. page 93 ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. page 60 Skill Target. page 61 Skill Groups: How to Define a Set of Skill Groups That Can Receive the Contact. page 82 Transferring Calls from Agents to Agents. page 68 How to Route a Call to an Announcement.Chapter 4 Selecting Routing Targets After defining how a script is to categorize contacts. By selecting routing targets. page 73 How to Return Multiple Labels to a Routing Client. page 76 Distributing Contacts to Targets . page 72 How to Route a Call to a Busy Signal . you typically use the nodes available in Script Editor to specify how the contact is to be routed to a target. page 91 Checking Targets . page 74 Selecting Targets by Rules . page 81 Selecting Targets and Distributing Contacts Using One Node. page 64 Enterprise Skill Groups: How to Define a Set of Enterprise Skill Groups That Can Receive the Contact. page 67 Network Targets.0(0) 59 . page 87 Stopping Script Processing. page 62 Services: How to Define a Set of Services That Can Receive the Contact. page 65 Enterprise Services: How to Define a Set of Enterprise Services That Can Receive the Contact . This section contains the following topics: • • • • • • • • • • • • • • • • • • • • • • • • • What is a Routing Target?. page 89 Using Target Requery . page 60 What is a Target Set? . page 69 How to Route a Call to a Scheduled Target .

For example. skill group. see the Cisco ICM Software Configuration Guide What is a Target Set? A target set is a list of possible targets. For more information. This message contains the ultimate target and further instructions for the PG. skill group. the actual target is chosen from the set by the preceding node on the script branch. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. Note: You create routes through Configuration Manager before writing routing scripts.0(0) 60 . the PG might be instructed to coordinate with a host computer so that the callers account number is displayed on the teleset of the agent who picks up the call. or agent. agent. There are two types of routing targets: Skill targets and Network targets. When ICM software routes a call to a translation route. it sends a message to the PG.Chapter 4: Selecting Routing Targets What is a Routing Target? What is a Routing Target? A routing target is an entity to which ICM software can route a contact. the Peripheral Gateway (PG) is responsible for determining the ultimate target. What is a Route? A value returned by a routing script that maps to a target at a peripheral. such as a service. The routing target receives the contact and processes it accordingly. a Select Node or Distribute Node. There are two types of skill targets: Peripheral-level skill targets and Enterprise-level skill targets. During script processing. When a contact arrives with the trunk group and DNIS that correspond to a translation route. Note: You create translation routes through Configuration Manager before writing routing scripts. Skill Target A skill target is an entity at a peripheral or in the enterprise to which ICM software can route a contact. or translation route to a label. For more information. see the Cisco ICM Software Configuration Guide What is a Translation Route? A translation route is a target at a peripheral that does not map to a specific service.

Agent to Agent Node.Chapter 4: Selecting Routing Targets Agents: How to Define a Set of Agents Who Can Receive the Contact Peripheral-level skill targets include: • Agents • Skill groups • Services Enterprise-level skill targets include: • Enterprise skill groups • Enterprise services Agents: How to Define a Set of Agents Who Can Receive the Contact There are three nodes available for agent routing: 1. See Queuing to Agents (page 130) 2. Figure 42: The Agent Icon The script can determine the target agent from the set by one of the following methods: • Selecting the target by rules (Select node) • Distributing contacts to targets in the set (Distribute node) • A combination of selecting the target and distributing contacts (Route Select node) Following is the Properties dialog box of the Agent node: ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. See Transferring a Call from Agents to Agents (page 85) 3. Agent Node Agent Node You define a set of agents who can receive the contact by using the Agent node in the Targets tab of the Palette. Note: Do not use this node in IPCC environments. Queue to Agent Node. It is intended for use with ACDs.0(0) 61 .

or select multiple agents by clicking Add Targets and using the dialog box that opens to select multiple agents. When the script terminates. In the Route column. in the Translation Route column. Click Validate to check whether the targets you defined are valid. Correct any errors that are flagged.Chapter 4: Selecting Routing Targets Skill Groups: How to Define a Set of Skill Groups That Can Receive the Contact Figure 43: Agent Properties . Optionally. Optionally. select the route that maps to a specific target at the peripheral. select the agent to which the contact can be routed. For each agent in the target set: – In the Agent column. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. – – 2. for each row used. Skill Groups: How to Define a Set of Skill Groups That Can Receive the Contact You define a set of skill groups that can receive the contact by using the Skill Group node in the Targets tab of the Palette. You can use the drop-down list for each table cell. Control passes through this terminal when the associated target is chosen. the route for the selected agent is still used. 4. add connection labels.Routing Target Tab Define Agent node properties as follows: 1. 3.0(0) 62 . select a translation route. check Allow connection for each target to have an output terminal appear to the right of each individual target defined in the node. Optionally.

0(0) 63 .Routing Target Tab Define Skill Group node properties as follows: 1. For each skill group in the target set: – In the Skill Group column. The script can determine the target skill group from the set by one of the following methods: • Selecting the target by rules (Select node) • Distributing contacts to targets in the set (Distribute node) • A combination of selecting the target and distributing contacts (Route Select node) Following is the Properties dialog box of the Skill Group node: Figure 45: Skill Group Properties . or select multiple skill groups by clicking Add Targets and using the dialog box that opens to select multiple skill groups. Optionally. select the route that maps to a specific target at the peripheral. for each row used.Chapter 4: Selecting Routing Targets Skill Groups: How to Define a Set of Skill Groups That Can Receive the Contact Figure 44: The Skill Group Icon You use the Skill Group node to define the set of skill groups that can receive the contact. check Allow connection for each target to have an output terminal appear to the right of each individual target defined in the node. in the Translation Route column. You can use the drop-down list for each table cell. select the skill group to which the contact can be routed. – – 2. Optionally. Control passes through this terminal ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. In the Route column. select a translation route.

Figure 46: The Service Icon The script can determine the target service from the set by one of the following methods: • Selecting the target by rules (Select node) • Distributing contacts to targets in the set (Distribute node) • A combination of selecting the target and distributing contacts (Route Select node) Following is the Properties dialog box of the Service node: Figure 47: Service Properties .Chapter 4: Selecting Routing Targets Services: How to Define a Set of Services That Can Receive the Contact when the associated target is chosen. 3.0(0) 64 . add connection labels. the route for the selected skill group is still used. Correct any errors that are flagged. When the script terminates. 4. Services: How to Define a Set of Services That Can Receive the Contact You define a set of services that can receive the contact by using the Service node in the Targets tab of the Palette. Optionally. Click Validate to check whether the targets you defined are valid.Routing Target Tab ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.

Control passes through this terminal when the associated target is chosen. or select multiple services by clicking Add Targets and using the dialog box that opens to select multiple services.0(0) 65 . select a translation route. Click Validate to check whether the targets you defined are valid. 3. For each service in the target set: – In the Service column. Figure 48: The Enterprise Skill Group Icon The script can determine the target enterprise skill group from the set by one of the following methods: • Selecting the target by rules (Select node) • Distributing contacts to targets in the set (Distribute node) • A combination of selecting the target and distributing contacts (Route Select node) Following is the Properties dialog box of the Enterprise Skill Group node: ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. – – 2. in the Translation Route column. Correct any errors that are flagged. Optionally. When the script terminates. In the Route column. You can use the drop-down list for each table cell.Chapter 4: Selecting Routing Targets Enterprise Skill Groups: How to Define a Set of Enterprise Skill Groups That Can Receive the Contact Define Service node properties as follows: 1. select the route that maps to a specific target at the peripheral. 4. add connection labels. select the service to which the contact can be routed. the route for the selected service is still used. Enterprise Skill Groups: How to Define a Set of Enterprise Skill Groups That Can Receive the Contact You define a set of enterprise skill groups that can receive the contact by using the Enterprise Skill Group node in the Targets tab of the Palette. Optionally. Optionally. for each row used. check Allow connection for each target to have an output terminal appear to the right of each individual target defined in the node.

add connection labels. 3. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. select the business entity for the enterprise skill groups.Chapter 4: Selecting Routing Targets Enterprise Skill Groups: How to Define a Set of Enterprise Skill Groups That Can Receive the Contact Figure 49: Enterprise Skill Group Properties .Routing Tab Define Enterprise Skill Group node properties as follows: 1. the route for the selected enterprise skill group is still used. Optionally. 2. check Allow connection for each target to have an output terminal appear to the right of each individual target defined in the node. Click Validate to check whether the targets you defined are valid. In the Route column. Correct any errors that are flagged. Optionally. select the enterprise skill group to which the contact can be routed. in the Translation Route column. select the route that maps to a specific target at the peripheral. select the enterprise target for the enterprise skill groups. Optionally. When the script terminates.0(0) 66 . Control passes through this terminal when the associated target is chosen. for each row used. For each enterprise skill group in the target set: – In the Skill Group column. From the Enterprise target drop-down list. 5. 6. – – 4. From the Business Entity drop-down list. select a translation route.

Routing Target Tab ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. Figure 50: The Enterprise Service Icon The script can determine the target enterprise service from the set by one of the following methods: • Selecting the target by rules (Select node) • Distributing contacts to targets in the set (Distribute node) • A combination of selecting the target and distributing contacts (Route Select node) Following is the Properties dialog box of the Enterprise Service node: Figure 51: Enterprise Service Properties .0(0) 67 .Chapter 4: Selecting Routing Targets Enterprise Services: How to Define a Set of Enterprise Services That Can Receive the Contact Enterprise Services: How to Define a Set of Enterprise Services That Can Receive the Contact You define a set of enterprise services that can receive the contact by using the Enterprise Service node in the Targets tab of the Palette.

6. select a translation route. Optionally.0(0) 68 . – – 4. 2. Click Validate to check whether the targets you defined are valid. add connection labels. Correct any errors that are flagged. for each row used. in the Translation Route column. Following are the supported network targets: • Announcement • Scheduled Select • Ring • Busy • Label • Divert Label ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. 5. From the Business Entity drop-down list. Control passes through this terminal when the associated target is chosen. Network Targets A network target is an end point on the network to which a script can send a contact. Optionally. check Allow connection for each target to have an output terminal appear to the right of each individual target defined in the node. select the enterprise target for the enterprise services. select the route that maps to a specific target at the peripheral. Optionally.Chapter 4: Selecting Routing Targets Network Targets Define Enterprise Service node properties as follows: 1. 3. When the script terminates. select the enterprise service to which the contact can be routed. From the Enterprise target drop-down list. In the Route column. For each enterprise service in the target set: – In the Service column. the route for the selected enterprise service is still used. select the business entity for the enterprise services.

ICM software returns the label associated with the announcement to the routing client.Chapter 4: Selecting Routing Targets How to Route a Call to an Announcement How to Route a Call to an Announcement You can route a call to an announcement on the network by using the Announcement node in the Targets tab of the Palette. Figure 52: Announcement Icon When executing the Announcement Node. For more information. Following is the Properties dialog box of the Announcement node: ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. The Announcement Node terminates the script. Note: You must configure Announcements and associated them with labels using the ICM Configuration Manager. see the Cisco ICM Software Configuration Guide.0(0) 69 . You might use the Announcement Node to: • Explain why the call cannot currently be handled. • Direct the caller to another phone number or to another way of contacting the company.

2. based on its current schedule. add comments. Select an announcement from the Announcements list. If a target is found. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. The routing client informs ICM software when a call at the target ends. Optionally. so ICM software always knows how many calls are currently in progress at the target and whether it can handle an additional call. it searches the list of selected targets for one that is capable of handling the contact.Chapter 4: Selecting Routing Targets How to Route a Call to a Scheduled Target Figure 53: Announcement Properties . When ICM software executes the Scheduled Select Node. Figure 54: Schedule Select Icon ICM software keeps track of the schedule and the number of calls sent to the target.0(0) 70 . How to Route a Call to a Scheduled Target You can send a call to a target that is configured to handle a specific number of simultaneous contacts based on a periodic schedule by using the Scheduled Select node in the Targets tab of the Palette.Announcement Tab Define Announcement node properties as follows: 1.

see the Cisco ICM Software Configuration Guide.Chapter 4: Selecting Routing Targets How to Route a Call to a Scheduled Target the routing script ends and returns a label associated with the target to the routing client. Note: You must configure Scheduled targets and associated them with labels using the ICM Configuration Manager. Not all routing clients support the Scheduled Select node. Following is the Properties dialog box of the Announcement node: Figure 55: Schedule Select Properties Define Scheduled Select node properties as follows: 1. For more information. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0) 71 . In the Evaluation Order field select: – Start with first target to have ICM software always start the search from the first target in the list. The routing client then translates the label to a peripheral target.

select targets to add from the Available targets list. 4. To define the Ring node properties. Figure 57: Busy Icon ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. 3. Note: Not all routing clients support the Ring Node. Click Add Target to add a new scheduled target. click OK. the routing client then plays an unanswered ring for the caller. When finished. 5. you simply add comments to the node. The targets are added to the list. How to Route a Call to an Unanswered Ring You can route a call to an unanswered ring by using the Ring node in the Targets tab of the Palette. add connection labels. To modify a time period for the scheduled target. Define the time period and click OK. The Modify Periodic Schedule dialog box opens. Optionally. Figure 56: Ring Icon When ICM software executes a Ring node. select the time period and click Edit Max Calls. For more information. Note:You must define a Ring label using the ICM Configuration Manager. 2. it returns the first Ring label associated with the routing client. In the Add Schedule Targets dialog box. Modify the value as needed 6. How to Route a Call to a Busy Signal You can route a call to a busy signal buy using the Busy node in the Targets tab of the Palette.0(0) 72 . To edit Max Calls for a time period. The number in the Max Calls column is now editable. see the Cisco ICM Software Configuration Guide. Modify the time period and click OK. and click Add> to move them to the Add targets list. To add a time period for the scheduled target. select the target and click Add Period.Chapter 4: Selecting Routing Targets How to Route a Call to an Unanswered Ring – Start with next target to have ICM software start the search from the first target after the last chosen target. The Add Periodic Schedule dialog box opens. select the time period and click Modify Period.

Figure 58: Label Icon When ICM software executes a Label node. defined through the Configuration Manager. Note: Not all routing clients support the Busy Node. In either case. the routing client then plays a busy signal for the caller.0(0) 73 . Dynamic Labels are expressions the CallRouter processes in real time. Configured labels are static. it returns the first valid label for the routing client.Chapter 4: Selecting Routing Targets How to Return a Label to a Routing Client When ICM software executes a Busy node. it returns the default label for the dialed number. For more information. converting an expression into a character string that is then returned to the routing client as a label. the Label node terminates execution of the script When you define a Label Node. You use formulas to create a Dynamic Label. you can select Configured Labels and Dynamic Labels. it returns the first Busy label associated with the routing client. Note: The Label node supports Target Requery. Note: You must define a Busy label using the ICM Configuration Manager. How to Return a Label to a Routing Client You can return a label to a routing client by using the Label node in the Targets tab of the Palette. This differs from the Divert Label Node. which returns all the values in the Selected Labels list to the routing client. If ICM software finds no valid label. you simply add comments to the node. see the Cisco ICM Software Configuration Guide. To define the Busy node properties. Following is the Properties dialog box of the Label node: ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.

0(0) 74 . 4. select labels from the Available labels list and click Add> to add them to the Selected labels list. optionally using the Formula Editor. 5. 3. enter a Label Expression. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. Optionally.Chapter 4: Selecting Routing Targets How to Return Multiple Labels to a Routing Client Figure 59: Label Properties . to define an expression that is to be returned as a label. If you select Dynamic. to select from a list of configured labels. it returns all the values in the Selected Labels list to the routing client. 2. add comments. If you select Configured. check Enable target requery. Optionally. How to Return Multiple Labels to a Routing Client You can return multiple labels to a routing client by using the Divert Label node in the Targets tab of the Palette. Dynamic. Select the Label Type: – – Configured.Label Tab Define Label node properties as follows: 1. Figure 60: Divert Label Icon When ICM software executes a Divert Label node.

DEUTSCHE TELEKOM. Dynamic. ENERGIS INAP NIC. CAIN. Optionally. AUCS INAP NIC. You use formulas to create a Dynamic Label. any label appearing after Ring or Busy will never be used. If you select Configured.Chapter 4: Selecting Routing Targets How to Return Multiple Labels to a Routing Client This differs from the Label node.0(0) 75 . you can only select labels for routing clients with client types that support DivertOnBusy. Select the Label Type: – – Configured. • Never use a Divert Label node when only one label exists in the list. use the Label node. ICM software then tries each label until it finds one that does not produce a Busy or Ring Tone No Response. optionally using the Formula Editor. defined through the Configuration Manager. Configured labels are static. 2. where you can specify up to nine labels. you can select Configured Labels and Dynamic Labels. The IPCC client type does not support DivertOnBusy. and NTL NIC. never use a Divert Label node when only one label exists in the list. which returns the first valid label for the current routing client. In most cases. converting an expression into a character string that is then returned to the routing client as a label. When you define a Divert Label node. Dynamic Labels are expressions the CallRouter processes in real time. instead. SS7IN NIC. you can specify up to ten labels in the Divert Label node. BTV2 INAP NIC. arrange the labels so that a label defined with a type Busy or Ring the last label in the Divert Label Selected labels list. GKTMP NIC. TELFORT INAP. to select from a list of configured labels. select labels from the Available labels list and click Add> to add them to the Selected labels list. • When using a Divert Label node. CRSP. Also. to define an expression that is to be returned as a label. one label must be reserved for use by the NAM. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. Notes: • With the Divert Label Node. The following client types do support DivertOnBusy: BT INAP NIC. The exception is in NAM/CICM configurations. enter a Label Expression. 3. Define Divert Label node properties as follows: 1. use the Label node instead. 4. CWC NIC. add comments. If you select Dynamic. The reason for this is that a Busy or Ring label terminates the call.

you can define a script to select the longest available agent from either the TechnicalSupport skill group (the first skill group in the list) or the BackUp skill group (the second. When you select this option. you must be aware of the following: • Types of Target Searching • Standard Selection Rules • Custom Selection Rules Types of Target Searching When you use a Select node. contacts are distributed more evenly among the potential targets. you can define a script to select the longest available agent from one of three separate technical support skill groups. the script starts looking for an agent in the second skill group. When you select this option. whenever the script can find an available agent in the TechnicalSupport skill group. and last. For example. after a script selects an agent from the first skill group. Start with next target .Also referred to as a homing search. this option has the script search for the target that meets the criteria you define starting with the first item in the list. the contact is routed to that agent. Standard Selection Rules When you use the Select node. For example. For example. this option has the script search for the target that meets the criteria you define starting with the item in the list after the target previously selected. item in the list).0(0) 76 . When you select this option. When defining scripts to select targets by rules. for the next contact. you specify if the script is to search for the target that matches the criteria you define starting with the first target in the list. Agents from the BackUp skill group are only selected as targets when the script fails to find an available agent in the TechnicalSupport skill group. you can create a script that selects as a target the skill group with longest available agent (LAA) from a set of skill groups.Chapter 4: Selecting Routing Targets Selecting Targets by Rules Selecting Targets by Rules You can create a script to select a specific target from set of targets based on the rule you select or define. or the next target after the previously chosen target: Start with first target .Also referred to as a rotary search. targets towards the top of the list will typically receive a higher percentage of the contacts. When you select this option. you can choose from one of the following standard selection rules: ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.

CallsQNow/*. etc. only agents logged in to the base group are considered.AgentsAvail > 0 Evaluate: Selects the target with the highest percentage Agent (NAA) and Enterprise MAX of available agents. you can use the Minimum Expected Delay selection rule instead.AgentsSignedOn) Minimum Services and Evaluate: MIN (*. Skill Groups (*. Selects the target in the set with the lowest ratio of calls waiting and staffed stations. Longest Skill Groups Consider if: *. answering contacts most quickly. To avoid this potential problem.sec. if agents are not equally efficient.LongestAvailable/*.LongestAvailable) available for the longest time.AvgSpeedAnswerTo5) Average Speed Enterprise Answer (Min Services ASA) Selects the target in the set that is. Selects the target in the set with shortest average hold times. specify the base groups you want to consider. If the target set includes a skill group that has subgroups (.AgentsAvail > 0 Evaluate: Selects the target with the agent who has been Available and Enterprise MAX (*. It does not ensure that a particular agent is assigned the contact.pri. Next Available Skill Groups Consider if: *. Since agents do not normally log in to the base group. Therefore.). If agents are equally efficient at each target in the set. you can use the Minimum Expected Delay selection rule instead. on average. assuming that agents at each target are equally efficient.AgentsReady) Per Position Services (Min C/Q) Minimum Services and Evaluate: MIN (*.AvgDelayQTo5) Average Enterprise Queue Delay Services (Min AvgQD) ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. it does not select a target based on the current or expected future state of the contact center. unexpected load imbalances may occur when you use this rule. it does not select a target based on the current or expected future state of the contact center. this rule tends to lead to the shortest average hold times. This selection Agent (LAA) Skill Groups rule helps to ensure that all agents in the skill group set are kept equally busy. To avoid this potential problem. However. Therefore. some customers might wait longer than necessary at the less efficient target. To avoid this potential problem.Chapter 4: Selecting Routing Targets Selecting Targets by Rules Table 2: Select Node Standard Selection Rules Selection Rule Applicable Targets Formula Description Always Select Any target Selects the first target that passes the specified acceptance rule. unexpected load imbalances may occur when you use this rule. .0(0) 77 . Because this selection rule evaluates the historical average. you can use the Minimum Expected Delay selection rule instead. Because this selection rule evaluates the historical average. Minimum Services and Evaluate: MIN Calls in Queue Enterprise (*.

This expression determines ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. Selects the target with the shortest expected delay. The evaluation rule determines if the target with the minimum or maximum value returned is selected.Chapter 4: Selecting Routing Targets Selecting Targets by Rules Selection Rule Applicable Targets Formula Description Minimum Longest Delayed Call (Min Delay) Services and Evaluate: MIN (*. If you do not define selection criteria. Note: This selection rule evaluates the historical average. the Selection criteria for the predefined Longest Available Agent selection rule is MAX (*. • Selection criteria. In making this evaluation. using these rules inappropriately can lead to load imbalances as newly routed contacts have little immediate effect on the values used to route later contacts. you can use the Minimum Expected Delay selection rule instead. The numeric expression determines a certain value of each target for which the Consider if statement returned True. the standard selection rule Minimum Expected Delay takes into account each contact as it is routed. the number of contacts in queue. A numeric expression plus an evaluation rule. This expression ensures that only skill groups with at least one available agents are considered as targets. Therefore. Minimum Average Queue Delay. and the number of positions staffed. if a skill group has no available agents.LongestAvailable). To avoid this potential problem. the expression returns False and the skill group is not considered. A custom selection rule has three parts: • Consider if statement 0. Custom Selection Rules Instead of using one of the standard selection rules. this selection rule considers the average handle time. you can create a custom selection rule. this selection rule may route a disproportionately large number of calls to a single target. you must be familiar with using formulas (page 135). The MED algorithm is not supported on IPCC.LongestCallQ) Enterprise Services Selects the target with the shortest longest delayed call. and Minimum Longest Delayed Call change slowly. For example. Minimum Services and Evaluate: MIN (*. not the current or expected future state of the contact center.0(0) 78 . the first target to return True for the Consider if statement is selected. This rule is usually the most effective rule for keeping queue times to a minimum. To write custom selection rules. In contrast.ExpectedDelay) Expected Enterprise Delay (MED) Services Caution: Values used by the standard selection rules Minimum Average Speed Answer. Selecting the service using the Minimum Expected Delay rule usually provides the best balance among the services in the target set. Routing contacts to the target with the shortest longest delayed call does not immediately change the longest delay value. Because the averages in these rules only consider what has happened in the past rather than what is currently happening.

A Boolean expression that returns True or False for the target selected by the selection criteria. • The Select Node supports Target Requery.0(0) 79 . the target is selected. How to Select Targets by Rules You can select targets by rules buy using the Select node in the Routing tab of the Palette. This node also has target requery capabilities. You can select a standard rule or define your own custom rule. and define at least one target in the target set. no target is selected by the Select node. If the Accept if statement returns True. You can also use the Route Select node to select targets as well as distribute contacts to targets. Following is the Properties dialog box of the Select node: ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. Figure 61: Select Node Icon The Select node sets up a rule by which the node chooses from a set of routing targets for the contact. • Accept if statement. if it returns False. • You must add a skill target and create a connection from the Select node's success terminal.Chapter 4: Selecting Routing Targets Selecting Targets by Rules the highest LongestAvailable value of all the skill groups in the target set for which the Consider if statement returned True. before defining the Select node. Notes: • You can follow the instructions in this section to select targets by rules using the Select node.

enter a Boolean expression. Optionally. use the Formula Editor. Select from the list of Standard rules.Chapter 4: Selecting Routing Targets Selecting Targets by Rules Figure 62: Select Properties . ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. Optionally. add comments and connection labels. or select Custom and: – In the Consider if field. check Enable target requery.0(0) 80 . Select Start with first target or Start with next target to indicate how ICM software looks for targets. enter a Boolean expression that must evaluate to true for the target to be selected. – 2. Select Pick the target with the minimum value of or Pick the target with the maximum value of and enter an expression to select the target. Optionally. 3. 5. See Types of Target Searching.Select Tab Define Select node properties as follows: 1. in the Accept if field. A target is considered for selection only if the Consider If expression is true for that target. 4. Optionally.

Services with more agents in the ready state will be routed more contacts than services with fewer agents in the Ready state. A Boolean expression that returns True or False for each target in the target set. you must define the following for the Distribute node using formulas (page 135). or Enterprise Service.0(0) 81 . Enterprise Skill Group. • You must add a skill target and create a connection from the Distribute node's success terminal. Following is the Properties dialog box of the Distribute node: ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. When creating a script to distribute contacts to targets. A formula used to distribute contacts to targets Notes • You can follow the instructions in this section to distribute contacts to targets using the Distribute node. • Distribute by statement. Figure 63: Distribute Icon For example. you can distribute contacts among a set of services based on the number of agents in the service in the Ready state. You can distribute contacts to any of the following types of target sets: Agent. before defining the Distribute Enter node. • Consider if statement. Skill Group. You can also use the Route Select node to select targets as well as distribute contacts to targets. Service. thus keeping the load balanced. If you do not define an expression for the Consider if statement. all targets in the target set are considered. For example.Chapter 4: Selecting Routing Targets Distributing Contacts to Targets Distributing Contacts to Targets You can create a script to allocate contacts among the targets in the set based on current information about each target by using the Distribute node in the Routing tab of the Palette. and define at least one target in the target set. Only targets in the set for which the expression is True are eligible to be distributed contacts.

2.0(0) 82 . add comments and connection labels. 3. Figure 65: Route Select Icon Note: The Route Select Node supports Target Requery.Chapter 4: Selecting Routing Targets Selecting Targets and Distributing Contacts Using One Node Figure 64: Distribute Properties . Selecting Targets and Distributing Contacts Using One Node You can combine the functionality of selecting targets by rules with the Select node and distributing contacts to targets with the Distribute node by using the Route Select node in the Targets tab of the Palette.Distribute Tab Define Distribute node properties as follows: 1. Optionally. Enter a condition in the Consider if field to test potential targets against. Following is the Properties dialog box for the Route Select node: ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. Enter a formula by which to distribute contacts in the Distribute by field.

click Change.Chapter 4: Selecting Routing Targets Selecting Targets and Distributing Contacts Using One Node Figure 66: Route Select Properties .Route Tab Define Distribute node properties as follows: 1.0(0) 83 . To select the Route select type. The Route Select Type dialog box opens: ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.

Chapter 4: Selecting Routing Targets Selecting Targets and Distributing Contacts Using One Node – Figure 67: Route Select Type For Target Type. Enterprise Skill Group. – – ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. – If you selected Enterprise Service or Enterprise Skill Group. See Types of Target Searching. Enterprise Service. or Lookup target references by expression to use expressions that evaluate to names of targets. In the Accept target if field. select Explicit target references to use direct references to targets. Service. select Agent. select a Business Entity and Enterprise target. If you selected Select most eligible targets: Select Pick the target with the minimum value or Pick the target with the maximum value. Select to Distribute among targets or Select most eligible targets.0(0) 84 . or Skill Group. Select Start with first target or Start with next target. enter a condition that the target must meet to be selected. Service Array. – In the Target references field.

The fields in the Route Select Properties dialog box change depending on your route select type selections. Transferring Calls from Agents to Agents You can transfer a call from an agent to an agent by using the Agent to Agent node in the Targets tab of the Palette. Correct any errors that are flagged. Enter and select data appropriate for the type you selected. check Enable target requery. Figure 68: Agent to Agent Icon The Agent to Agent node routes the call to the specified agent. the failure node of the Agent to Agent node is executed. add connection labels. Optionally.0(0) 85 . 2. The router then finds a valid label for the agent. The expression must translate to agent peripheral number or SkillTargetID. 3.Chapter 4: Selecting Routing Targets Transferring Calls from Agents to Agents – – Optionally. Click OK. You define the agent either by directly selecting the agent from the database or by providing an expression using a formula. 4. Click Validate to check whether the targets you defined are valid. If there are no labels configured for the specified agent. Following is the Properties dialog box for the Agent to Agent node: ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.

3. In the IPCC supervisory case. the expression should use the call's PreferredAgentID. or enter an expression. select the peripheral or agent. Select an option from the Select agent by drop-down list: – Peripheral number . Skill target ID To select the agent by providing an expression that translates into the agent's SkillTargetID. Based on your selection in Step 1. and The agent state is Ready. Enterprise Name . Optionally.To select the agent from the list of configured agents. and The agent is available. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.Chapter 4: Selecting Routing Targets Transferring Calls from Agents to Agents Figure 69: Agent to Agent Properties Define Agent to Agent node properties as follows: 1.To select a peripheral and a provide formula that translates to the agent's peripheral number. – – 2. check or uncheck Fail node if agent is unavailable: – When checked. the success branch of the Agent to Agent node is executed and the router sends the call if: The router finds a valid label for the agent. as necessary.0(0) 86 .

4. Sending a Contact to a Different ICM System A script may determine that the contact should be routed by a different ICM system. Optionally. you must use the Configuration Manager to configure a gateway to the ICM system to which you send the request. Note: Before you can successfully use an ICM Gateway node in a script. For more information. Figure 70: ICM Gateway Icon The ICM Gateway node passes a routing request to the selected ICM system.Chapter 4: Selecting Routing Targets Sending a Contact to a Different ICM System – The failure branch of the Agent to Agent node is executed if: The router does not find a valid label for the agent. or The agent is not available or The agent is in TempUnavailable mode (the router has just send a call to the agent).0(0) 87 . In the Send tab: – Select the gateway to the ICM system (and hence the specific ICM instance) from the ICM Gateways list to which you want to send the request. see the Cisco ICM Software Configuration Guide. Define the ICM Gateway node properties as follows: 1. – When not checked: The success branch of the Agent to Agent node is executed and the router sends the call if the router finds a valid label for the agent. The Calling Line ID masking refers to when the caller's phone number is modified so that the ICM application does not – – ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. Check Validate returned labels to have ICM software validate returned labels. The failure branch of the Agent to Agent node is executed if the Router does not find a valid label for the agent. Specify whether Calling Line ID masking instructions should be applied before the request is passed to the other ICM system. add comments and connection labels. You send a contact to a different system by using the ICM Gateway node in the Routing tab of the Palette.

In the Default Label tab: – Figure 71: ICM Gateway Properties In the Available Labels list. Apply masking rule if call is presentation restricted . this is used in a NAM environment.If selected. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. Optionally. Note: The Calling line ID masking rule is set through the Configuration Manager's System Information dialog box. masking instructions are always applied. 2.If selected. select one default label for each routing client to be used if the targeted ICM system: Returns a list of labels for divert-on-busy processing Fails to return valid labels – Click Add to move the selected label to the Selected labels list. 3. where NAM sends the call to a customer ICM. Always apply masking rule .If selected.0(0) 88 . applies masking instructions if the call variable CLIDRestricted is set to 1. add comments and connection labels. Select one of the following: Do not apply masking rule . masking instructions are ignored.Chapter 4: Selecting Routing Targets Sending a Contact to a Different ICM System display all of the digits.

Chapter 4: Selecting Routing Targets Stopping Script Processing Stopping Script Processing You can use three nodes to stop script processing: End Node Termination Node Release Call Node End Node You can terminate the script by using the End node in the General tab of the Palette. The End node is never required.The routing client uses its own default processing. Termination Node You can terminate the script and specify how to handle the contact by using the Termination node in the Targets tab of the Palette. • Busy . a script can terminate with any node.Makes the Termination Node equivalent to a Ring Node. Figure 73: Termination Icon The Termination node includes the following options to invoke a default contact processing action or route for the dialed number: • Default Label . • Network Default . • Ring .Makes the Termination Node equivalent to a Busy Node. You can optionally add comments. Several End nodes can appear in the same script. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. Figure 72: End Icon If the script reaches the End node.ICM software uses the default label configured for the dialed number.0(0) 89 . You do not define any properties for the End node. it has failed to find a target for the contact and ICM software then uses the default route for the dialed number.

0(0) 90 . 2. add comments. Figure 75: Release Call Icon You can use a Release Call node in situations where the caller needs no further service after executing several IVR scripts.Chapter 4: Selecting Routing Targets Stopping Script Processing Following is the Properties dialog box for the Termination node: Figure 74: Termination Properties Define Termination node properties as follows: 1. Optionally. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. Select the Termination type. Release Call Node You can terminate the script and disconnect the caller by using the Release Call node in the Targets tab of the Palette. You do not define any properties for the Release Call node. You can optionally add comments.

Note: Target Requery does work in the NICM/CICM environment. that is. the routing information for one call does not affect the state for other calls. • Target Requery works on a per call basis. The Event Select in the connect message includes a REROUTE_REQUESTED_MASK. when queried. the CallRouter returns a label to the routing client. If the destination is not reachable (for example. Note: Note that in a Queue Node. then the router continues from the failure path in the node. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. • Does not require different definitions for different failure cases. Target Requery is intended to address the following failures: • Failure to deliver a call to an ACD agent. • Assigns the SERVICE_DIVERT_ON_BUSY service type for calls that use target requery. • Failure of the outbound leg of a blind-mode Network Transfer. Target Requery: • Is compatible with translation routes. How Target Requery Works In the ICM software system. the NIC queries the CallRouter for an alternative destination label. If the determined destination for a contact is available but not reachable. In the event of a failure.Chapter 4: Selecting Routing Targets Using Target Requery Using Target Requery Target Requery is a script node feature that addresses routing failures due to transient failures in the network (such as network congestion). if the router fails to route to the target node. When a destination cannot be reached. If the failure occurs a second time. just one target is used and the failure path of the node is immediately taken. • Failure to deliver a call to an individual Enterprise Agent (EA). Target Requery attempts to find a different valid destination. With Target Requery. the target is not eliminated from the potential routing destinations for other contacts. you can handle requerying in the scripting environment. If the first target selected for the contact was not reachable. The routing client then routes the call to the destination specified by the label. a second attempt is made. the call is routed to the default destination. However. You can create a script that increases the priority and requeries the call from the failure path to the same queue. as you deem appropriate. because of a busy signal or no answer).0(0) 91 . you can choose to handle different failures differently.

0(0) 92 . The attempt to send the call to target failed because the target was not reachable (i. REQUERY_ROUTE_SELECT_FAILURE Routing client generated error code from ReRouteReq msg indicating a (1) Route Select failure REQUERY_CALLED_PARTY_BUSY (2) Routing client generated error code from ReRouteReq msg indicating the called party is busy REQUERY_NO_ANSWER (3) REQUERY_ERROR (4) REQUERY_TIMED_OUT (5) Routing client generated error code from ReRouteReq msg indicating no answer CallRouter generated error code. The decision path for the script is then determined by the value of the RequeryStatus variable. the CallRouter assumes the call has ended and ends the script. In the case of ABANDON and DISCONNECT. Script ends. Not visible to users.Chapter 4: Selecting Routing Targets Using Target Requery How to Test the RequeryStatus Variable You can test the error path of these script nodes using Target Requery to determine the specific network cause of failure and conditionally retry the attempt as necessary. This is used for the internal workings of the CallRouter but is not visible to users. Which Nodes Support Target REQUERY_ABORTED (6) Which Nodes Support Target Requery The following nodes support Target Requery: • • Label • Queue • Queue to Agent • Route Select • Select ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. busy. The RequeryStatus value is set to 6.. The attempt to send the call to target failed because the Routing Client did not respond within the DivertOnBusyCallTimeout period. Not visible to users. Script ends and the call was successfully sent to the chosen target. ring no answer).e. indicating REQUERY_ABORTED. The attempt to send the call to target failed because the caller hung up or the call was lost. CallRouter internal use. Script ends. CallRouter internal use. The following are possible values for the RequeryStatus variable: Table 3: RequeryStatus Variables Requery Status Variable Description REQUERY_ANSWER (0) CallRouter internal use. This is done using an If node to check the value of the Call variable RequeryStatus. Not visible to users.

Open the node properties. The call is requeued from the CallManager instead. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.Chapter 4: Selecting Routing Targets Checking Targets Note: Scheduled Targets do not support Target Requery Target Requery with IPCC and IP IVR Target Requery not supported when IP IVR is used as the queue point in an IPCC system. and Route Select nodes: 1. Check Enable target requery. 3. 3. using all the real-time data of the ICM software as it exists at that moment. Do not enable Target Requery in script nodes when using IP IVR. Call Tracer simulates a contact to the CallRouter and generates a text-based description of how the contact was handled. Using Target Requery You define nodes to enable Target Requery. but interactions with any peripheral is simulated. Click OK to close the properties dialog box Checking Targets About Call Tracer You can use the Call Tracer utility from within Script Editor to test and debug a routing script and to confirm that ICM software is selecting targets as you expect. For the Label and Select nodes: 1. Click Change. Setting the Target Requery option on the script node has no effect on the requeuing of the call. A dialog box opens. Open the node properties. Queue to Agent. 5. and may lead to timeouts and other script errors for that particular call. Click OK to close the properties dialog box. The test contact is processed by the active CallRouter. For the Queue. 4. 2. Check Enable target requery. 2.0(0) 93 . Click OK to close the dialog box. IP-IVR cannot requeue the call.

4. To use Network Transfer Call. Each time a call arrives at a Percent Allocation node. To open Call Tracer if Script Editor is already open. In the Call Tracer window. A feature that integrates the ICM Post-Routing function with a carrier network's call control ability so that a call can be transferred anywhere in the network without the use of transfer/connect services or inter-site tie lines: – – Check Use Network Transfer Select a routing client and a dialed number value. The asterisk indicates that for this call. the call would have been delivered to that service. Had this been an actual call. respectively. optionally change any of the call parameters and then click Send Call again. 7.Sales. and 42%. Start the Call Tracer by double-clicking the Call Tracer icon in the ICM Admin Workstation group. and a Dialed Number. As you continue to send calls to the ICM software. 6. 8. bringing up Call Tracer with it. double-click the Call Tracer icon in either the ICM Admin Workstation group or within the Script Editor toolbar. ICM software invokes a script called sales. It begins with the Start node and then executes a Percent Allocation node that has three branches allocated for 42%. Example Results In the following example results from Call Tracer. enter values in CED (caller-entered digits) and VRU Responses for External Script. 5. The Call Trace Results field is updated. choose a Media Domain. Click Send Call to submit the request. Figure 76: Call Tracer Icon 2. Script Editor opens. enter an ANI (callers telephone number). the ICM software calculates the percentage of calls previously sent to each branch ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. Any uninstalled changes in scripts are not reflected in the Call Tracer results. If you want to test a response from a IVR/VRU routing script. a Routing Client. The ICM software executes only installed scripts in response to requests from the Call Tracer. 3. This branch leads to a target that maps to the service Scranton. Optionally. To send additional calls. The results appear in the Call Trace Results field. the ICM software chooses the first branch. the numbers for each node change to indicate how calls have been distributed.0(0) 94 . 16%.Chapter 4: Selecting Routing Targets Checking Targets How to Check Targets To check targets: 1.

and then visually scan the script for the desired node. Traces are linked to live scripts. the numbers add up to less than 1. Node titles in the trace window support localization.0 as you send more calls). To find which node maps to each identifier. In this example.416667 __16% = 0. you needed to manually decode script. clicking on the trace details of a Percent Allocation node immediately.375 is well below the allocation of 42% or 0.6) Start #3 __Sales\Sales__General (version 2) Percent allocation #54 __42% = 0.Chapter 4: Selecting Routing Targets Checking Targets > DialedNumber (8005551212) using CallType (General_Sales .Sales service.0(0) 95 . Previously. Therefore. script version and node ID information. For example.0 (but the total gradually approaches 1. The Call Tracer results refer to script nodes by their internal integer identifiers. if it is not already open. the ICM software picked the third branch (because 0.42) and would send the call to the Gary.Sales Peripheral target: DNIS: 1111. open the script and choose Display Node IDs from the Script menu. the new call is counted in the denominator for each branch. > DialedNumber (8005551212) using CallType (General_Sales .6) Start #3 __Sales\Sales__General (version 2) Percent allocation #54 __*42% = 0 __ 16% = 0 __ 42% = 0 Target #64 __Service: Scranton. Trunk group: Scranton. opens the script and locates that node in the Script Editor window.Incoming800 Label: 2010000000 In the following example. The ICM software then picks the branch that is most below its allocation value.166667 ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.Sales R Route: Scranton. but not in the numerator.

If you chose Response in Step 2. click Add. The ICM software assumes these values were returned by the External Script node.375 Target #58 __Service: Gary. To check VRU scripts: 1. No Response. optionally specify values to be returned for CED and Variable1 through Variable10. Select the type of response (Fail. you can specify one of the following responses: • Fail. For each Script node the ICM software encounters. The ICM software assumes it received no response from the Run External Script node.Chapter 4: Selecting Routing Targets Checking Targets __*42% = 0. 4. Trunk group: Gary. Response) the Call Tracer is to simulate. You can specify a CED value and values for Variable1 through Variable10. In the Call Tracer dialog box. 2. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. Note: You can also set the initial condition of the 10 call variables for the first run of the External Script.Sales Peripheral target: DNIS: 1111. 3.Sales Route: Gary.Incoming800 Label: 3010000000 How to Check VRU Scripts Call Tracer allows you to simulate responses from VRU routing scripts. • Response. Click OK to apply changes and close the dialog box. The VRU Response dialog box opens. The ICM software treats the External Script nodes as though it had failed.0(0) 96 . • No Response.

page 118 Overriding VRU Settings . page 107 Placing a Call in Queue . page 106 Queuing Calls at VRUs . ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. page 111 VRU MicroApp Nodes . A VRU can also be equipped with Automatic Speech Recognition (ASR) or Text-to-Speech (TTS) capabilities. is a telecommunications device. page 98 Network VRU Types and Script Nodes. page 98 Configuring VRUs. page 107 Adjusting the Priority of a Call in a Queue . page 103 Running External Scripts. page 99 Sending a Call to a VRU with the Send to VRU Node . page 100 Sending a Call to a VRU after a Translation Route to VRU. page 121 Temporarily Halting Script Execution.0(0) 97 . page 97 What is a Network VRU?. you can divert a call to a Network VRU for additional call processing. that plays recorded announcements and responds to caller-entered touch-tone digits. page 98 Accessing VRU Scripts in ICM Scripts. also called an Interactive Voice Response Unit (IVR). page 110 Removing the Call from a Queue .Chapter 5 Network VRUs Through routing scripts. page 112 Prompting a Caller to Select from a Set of Options . page 104 Checking for VRU Errors . page 99 Sending a Call to a VRU with the Translation Route to VRU Node . page 122 What is a VRU A VRU. page 112 Collecting Data from the Caller. page 115 Playing Specific Recordings to the Caller . This section contains the following topics: • • • • • • • • • • • • • • • • • • • • What is a VRU. or Voice Response Unit.

Before you can write routing scripts. Following are the general steps you must take to configure VRUs before you can write routing scripts. Each type represents a different architecture and call flow. it might need an explicit node to force the routing client to connect the call to the Network VRU. you must do the following through the Configuration Manager: 1.Chapter 5: Network VRUs What is a Network VRU? What is a Network VRU? A Network VRU supports ICM software's service control interface. and Type 7 VRUs. 3. Network VRU Types and Script Nodes Before a routing script can run a Network VRU script or queue a call at a Network VRU. Depending on the type of Network VRU configured (see the Cisco ICM Software Configuration Guide) various additional items need to be configured. 2. Configure Network VRU scripts. Type 5. Configuring VRUs You configure Network VRUs through the ICM software Configuration Manager. you must define these scripts through the Configuration Manager so that ICM software is aware of these scripts so they can be called from ICM software routing scripts. The node used to send the call to the Network VRU depends on the Network VRU type. Configure the Network VRU. There are different Network VRU types. This is step is requred for Type 3. These are summarized below and described in detail in the Cisco ICM Software Configuration Guide. however. An ICM routing script can divert a call to a Network VRU and instruct the VRU to perform specific processing before ICM software determines the final destination for the call.0(0) 98 . as shown in the following table: ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. 4. Note: You create and maintain VRU scripts on the VRU. Associate the Network VRU with a Network VRU Label.

and invoke specific VRU scripts. Sending a Call to a VRU with the Send to VRU Node You can send a call to a VRU for further processing by using the Send to VRU node (in the Queue tab of the Palette). A Network VRU that receives the call and then sends a route request to ICM Send to VRU software.Chapter 5: Network VRUs Accessing VRU Scripts in ICM Scripts Table 4: Network VRU Types Type Description Routing Script Node to Use to Send Call to VRU 2 A Network VRU at the customer premises. Translation Route to VRU Send To VRU node. A Network VRU connected to a NAM where there is a separate routing client Send to VRU that controls the connection to the VRU. : Use this type rather than Type 7 when the routing client can automatically take back the call from the VRU when ICM software returns a destination. Similar to Type 2. A Network VRU controlled by the routing client. : IP IVR in an IPCC solution. That is. but a Type 8 VRU is used when the NAM has a routing client that controls the call to the VRU. A Network VRU that is controlled by the routing client. : A Network VRU with a SS7 IN routing client. : Cisco Internet Service Node using a Cisco IOS-based Voice Browser. Type 5. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. you can write routing scripts that send calls to the VRU. Queuing for System IPCC. Note: Use this type (instead Send to VRU of Type 3) when the routing client cannot take back the call from the VRU. queue the call. Type 6 and Type 7 VRUs. Figure 77: The Send to VRU Icon The Send to VRU node is also valid for use with Type 3. ICM software automatically instructs the VRU to release when it sends a route response to the routing client. a Type 2 Translation Route to VRU VRU is connected at the ICM and not at the NAM. In a NAM environment. : Use this type (rather Send to VRU than a Type 3 or Type 6) when the routing client has access to multiple VRUs. or any queuing node 3 5 6 7 8 9 Accessing VRU Scripts in ICM Scripts After you have configured VRUs through the Configuration Manager.0(0) 99 .

However. For Network VRUs of types 3.Chapter 5: Network VRUs Sending a Call to a VRU with the Translation Route to VRU Node When ICM software executes a Send to VRU Node. you can send a call to a VRU by using the Translation Route to VRU node (in the Queue tab of the Palette). • If the Network VRU is of Type 5 the router sends an instruction to the routing client to connect the call to a VRU resource. a special label on the Send To VRU node accounts for these cases. • If the Network VRU is of Type 6. Sending a Call to a VRU with the Translation Route to VRU Node For Type 2 and Type 8 VRUs. You do not need to set properties for the Send to VRU node. it is recommended that you make a practice of including the node in routing scripts. 5. script execution continues with control flowing through the nodes failure output terminal. execution continues with control flowing through the nodes failure output terminal. an implicit Send To VRU node is assumed. If that fails to retrieve a Network VRU. the Dialed Number's Customer and the Customer's Network VRU. Notes: • If the Run External Script. However. you can optionally add comments or connection labels. Play. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. The router waits until it receives a RequestInstruction message from one of the connected VRU PGs with the same correlationID as a sign that the call is now connected to the VRU. or Queue node is used in a script before a Send To VRU node. • If ICM software does not receive confirmation. The router waits for a response back from the routing client that the call is properly connected to the VRU resource. the router simply continues without further action. Menu. the router uses the system default Network VRU: • If the Network VRU is of Type 3 or Type 7. it looks up the call's Dialed Number. as it can act as a visual aid if you ever need to troubleshoot the script. • If the call is delivered to the VRU but then abandoned. The instruction contains the label configured for this Network VRU as well as a correlationID to allow the router to uniquely identify the dialog with the routing client and the dialogue with the VRU PG. There are two failure cases: • If the label does not exist. script execution ends. In all other cases script execution continues with control flowing through the nodes success output terminal.0(0) 100 . The instruction contains the label configured for this Network VRU. because Type 6 VRUs do not need explicit instructions to connect the call to the VRU resource. Collect Data. 6 or 7 you do not have to use the Send To VRU node. In monitor mode. the router sends an instruction to the routing client to connect the call to the Network VRU.

for example). 3. etc. Note: In order for the dynamic routing client feature to work. Following is the Properties dialog box for the Translation Route to VRU node: ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.1 and later) to control the call. the routing target (network VRU. • Supporting Outbound Option for Hosted IPCC where a shared Network VRU is used for providing announcements to targeted phones/answer machines.) need to have labels configured for the type 2 VRU as a routing client. AT&T) to a Type 2 premise VRU using the TranslationRouteToVRU mechanism. the script connects the call to an agent on a TDM ACD (using translation routing again) and the VRU connects the call to the agent. device targets. • Using pre-routing for load balancing purposes before the call is sent to an ISN controlled network. The Connect message is sent to the Type 2 VRU. 2. In an environment where the routing client is not capable of Network Transfer (such as GKTMP NIC) all the pre-route calls must be transferred to ISN via Translation Route To VRU to take advantage of network transfer feature. services. This feature is applicable for following call scenarios: • Receiving a call on a converged enterprise network after a carrier pre-route using ISN (release 2. A call is pre-routed by ICM using a carrier NIC (for example. and the VRU connects the call to the new destination. Typical Call Flow Example: 1. This means that the next Connect message is sent to the VRU from the CallRouter to connect the call (to an agent. 4.Chapter 5: Network VRUs Sending a Call to a VRU with the Translation Route to VRU Node Figure 78: The Translation Route to VRU Icon When ICM uses the translation route to VRU method to route a call to a Type 2 SCI VRU. The agent initiates a transfer and the script and configuration execute a network transfer.0(0) 101 . When the VRU is done with the call. the VRU becomes the new routing client (dynamic routing client) for the call. with call context and cradle to grave reporting capabilities. The agent answers the call and talks to the caller. The VRU becomes the new routing client.

ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.Chapter 5: Network VRUs Sending a Call to a VRU with the Translation Route to VRU Node Figure 79: Translation Route to VRU Icon Properties Define Translation Route to VRU node properties as follows: 1. Service. Use the Available Targets list and the Add button to select targets. (Radio button. click Add Targets. If you selected Enterprise Service. The Add Targets dialog box opens. The Translation Route to VRU node is to act like a Distribute node. you: Define whether to pick the target with the maximum value or the minimum value. Define a formula that determines which target is to be accepted. Define the type of target search. To change the type of target: – – – – Click Change. Select Most Eligible Target. Distribute Among Targets. If you select this option. or Service Array). distributing calls among the targets based on the relative values. To add targets.0(0) 102 . The Select Type dialog box opens.) The Translation Route to VRU node is to act like a Select node. 2. select a Business Entity and Enterprise target. Select the Target Type (Enterprise Service. Specify whether the Translation Route to VRU node is to act like a Select or Distribute node.

Per-target success connection. If the Dialed Number is configured. A formula that determines which of the targets is selected. Continue defining Target information for each target: – Consider If. If the Customer is not defined. (Drop-down list. (Optional.) Translation Route. This terminal is used regardless of which target is selected.Chapter 5: Network VRUs Sending a Call to a VRU after a Translation Route to VRU Note: If you choose Enterprise Service as a target type.) The route on which to send the call if this target is selected. 6. Optionally. Optionally. (Radio button. When a call is sent to a translation route. 5. – Per-node success connection. – – – – Sending a Call to a VRU after a Translation Route to VRU A SendToVRU node first checks for the Dialed Number. the node trys to send the call to Default Network VRU. Click OK to close the Add Targets dialog box. Note: This option is useful in situations where you want to use different scripts depending on the selected target for a call. 3. click Validate to validate the node properties. The target members you selected appear in the Properties dialog box.) Select this option to attach a success output terminal to each target in the node. the node checks for the Customer. (The list contains all translation routes associated with the same peripheral as the target. interrupting the dialogue. (The list contains all routes associated with the target. the PG retrieves the final route from ICM software and coordinates the other processing with the VRU. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. or that target will not be considered. add connection labels. Route. If you choose Service or Service Array.) Select this option to attach one success output terminal to the node.) Note: You must specify a value for this field. you can select just one item from the list. the node trys to find the Customer's Network VRU. If the Dialed Number is not configured. (Drop-down list.) The route to send the call for initial VRU processing if this target is selected. 4.) A formula that must evaluate to true for the target when ICM software executes the Translation Route to VRU node. Select Max/Select Min Value of. If the Customer is defined. you can select one or more items from the list. (Radio button. the node immediately fails.0(0) 103 .

2. (for example. Figure 80: The Run External Script Icon You can use multiple Run External Script nodes to execute a series of scripts on the VRU. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.. if the Type 3 VRU is configured to be the network VRU for this call. the call is transferred to the correct VRU. The default value is 1 (enabled). The call can then be moved to a Type 3 VRU via the SendToVRU node. (RequestInstruction never arrives) then the fail path of the SendToVru node is taken and the call is assumed not to be at a VRU. the CallRouter resets the previous VRU information and waits for RequestInstruction to set up the new VRU connection.. SendToVRU fails the node if the transfer to the network VRU fails. If the operation times out. A call arrives from a Type 6 VRU (CallAtVRU = true). A call is moved to a Type 2 VRU via a Translation Route to VRU. An explicit SendToVRU node only exits if the call is already at the correct VRU. The same behavior applies if CallRouter receives a ReRoute instead of a RequestInstruction command. – If the configuration is wrong or missing. Example Call Flows: 1.\Router\CurrentVersion\Configuration\Global. A registry flag enables/disables this feature. If there is no Customer Network VRU.0(0) 104 . as identified in the usual ways (for example. 3. Running External Scripts You can instruct a Network VRU to run a specific script by using the Run External Script node (in the Queue tab of the Palette).Chapter 5: Network VRUs Running External Scripts If the SendToVRU node finds the Customer's Network VRU . SendToVRU then attempts to send the call to the configured network VRU if the network VRU is different from the routing client’s VRU. the node sends the call to Default Network VRU. the dialed number's customer Network VRU). but it is the wrong VRU. then it sends the call to Customer's Network VRU. instead of exiting if the call is already at any VRU. If it's at a VRU. or proper label is not defined) then the fail path is executed and the call remains at the VRU. if a network VRU is not define. setting it to 0 disables it. – 4. If the CallRouter succeeds in sending a Connect message. The registry key is called NetworkVRUCheckEnabled and is located at .

Note: When an uninterruptible script is used in a Run External Script node.Chapter 5: Network VRUs Running External Scripts The Run External Script node is valid for use with all the VRU types. see the Cisco Collaboration Server Administration Guide and the Cisco ICM Software Configuration Guide. Notes: • If the current call is not at a VRU when the Run External Script node executes. ICM software sends the call to the associated Network VRU..0(0) 105 . an entry in the Network VRU list must point to the URL map file on the Collaboration Server. • If the external script does not run successfully for any reason. the VRU is likely to be not functioning properly. the Run External Script node can also be used to push a URL to the caller's Web browser. The execution of ICM software routing script waits for the external script to finish: • If the external script runs successfully. The Wait node and interruptible Run External Script node ( micro apps) are interruptible. Following is the Properties dialog box for the Run External Script node: ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. Therefore. • Design scripts so that the Failure branch of a Run External Script Node contains a test for the Call.VRUStatus variable. Every other node is uninterruptible. Note: When Cisco Collaboration Server is integrated with ICM software. To do this. It then executes the next node. the CallRouter waits for the script result from the VRU. then control passes through the failure branch of the Run External Script node. as executing a Send to VRU node. Calls can only be routed when they reach an interruptible node. the script avoids executing any subsequent Run External Script nodes on this Failure branch. control then passes through the success branch of the Run External Script node. If the value is 2. For more information.

2.0(0) 106 . The last VRU node failed because of a routing or configuration error The last Send To VRU or Translation Route to VRU node failed because the routing client did not respond within 20 seconds or the last Run External Script node failed because the timeout limit defined for the script expired. this value is never seen. (Because this causes the routing script to terminate immediately.Chapter 5: Network VRUs Checking for VRU Errors Figure 81: Run External Script Properties Define Run External Script node properties as follows: 1. The last VRU node did not complete because the caller hung up or was otherwise lost. Select the ICM Script/External Script Name you want to execute. add comments and connection labels. Optionally. Checking for VRU Errors The following table lists the possible values for the VruStatus variable: Table 5: VruStatus Variable Codes Value Meaning Description 0 1 2 VRU_SUCCESS VRU_ERROR VRU_TIMEOUT The last VRU node was successful.) The last VRU node failed because communication with the VRU ended unexpectedly 3 VRU_ABORTED 4 VRU_DIALOG_ FAILED ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.

the script cycles between a Wait node and a Run External Script node so that the caller hears an announcement every 30 seconds. A call can be queued for one or more skill groups. This step is required before you queue the call. Placing a Call in Queue You can place a call in queue at a VRU for one or more skill groups. If the call is successfully queued. 2. you can: • Place the call in a queue for one or more skill groups.Chapter 5: Network VRUs Queuing Calls at VRUs Value Meaning Description 5 VRU_SCRIPT_ NOT_FOUND The VRU failed because the referenced VRU script was not found in ICM software configuration. or one or more scheduled targets. an enterprise skill group.0(0) 107 . Queuing Calls at VRUs You can queue a call at a Network VRU until a specific resource becomes available. the call is removed from queue and taken back from the VRU. For example: 1. an enterprise skill group. Specifically. Routing script execution ends and the call is delivered to the target. The call is queued for three skill groups. or one or more scheduled targets. Note: In this scenario. Figure 82: The Queue Icon ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. • Remove the current call from any queues to which it has been assigned. • Adjust the priority of call in a queue for one or more skill groups or scheduled targets. you would likely make the VRU script interruptible so that the routing script can retrieve the call immediately when the resource becomes available. the call is removed from queue and sent to the target. The call is first sent to the Network VRU. 3. or one or more scheduled targets using the Queue node (in the Queue tab of the Palette). As soon as an agent becomes available at one of the specified targets. enterprise skill group. If an agent in one of the skill groups becomes available.

The Priority is expressed as an integer from 1 (top priority) to 10 (least priority). When queuing occurs the Queue node exits immediately through the success branch and the call is assumed to be at the VRU. the lower value. For example. assume an agent in a skill group becomes available and two calls are queued to that skill group. which are VRUs at customer premises. the call with priority 3. The default value is 5. which sets the initial queuing priority for the calls processed through this node versus other calls queued for the same target. Note: If the current call is not at a VRU when the Queue node executes. If more than one call is queued to a group when an agent becomes available.Chapter 5: Network VRUs Placing a Call in Queue If an agent becomes available in one of the skill groups or at one of the scheduled targets. Note: The Queue node does not actually result in instructions being sent to the VRU. you can execute multiple Queue nodes sequentially to queue a call to different target types. (This does not apply to Type 2 or Type 8 VRUs. the call is routed to that resource. the script should then continue with a Run External Script node to instruct the VRU what to do while holding the call until an agent to becomes available.0(0) 108 . Following is the Properties dialog box for the Queue node: Figure 83: Queue to Skill Group Properties ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. If one call has priority 3 and the other has priority 5. Typically this would invoke a Network VRU Script that plays music-on-hold. The Queue node includes a Priority field. ICM software sends the call to the associated Network VRU.) You cannot reference two types of targets (skill groups and scheduled targets. possibly interrupted on a regular basis with an announcement. for example) within a single Queue node. the queued call with the lowest priority number is routed to the target first. is routed to the skill group while the other call continues to wait. However.

continue defining Target Type information for each target member: – Route. The Queue Type dialog box opens. (The list contains all translation routes associated with the same peripheral as the target. (Drop-down list. but the agent does not answer. – – – – 2. Scheduled Target. – – 3. if the Target Type is Scheduled Target. The typical action in case of a No Answer would be to Queue the call again. Optionally. possibly to other skill groups. select a Business Entity and Enterprise Target. To change the queue type: – – Click Change. Select a Target Type (Enterprise Skill Group. the script continues through the failure terminal. To add targets: – click Add Targets. or Skill Group). – – 4.0(0) 109 . execute multiple Queue nodes sequentially. for example because the call is presented to an available agent. Note: When Target Requery is enabled in a Queue node and a Requery happens. check Enable Target Requery.) The route to send the call to when an agent in the target type becomes available. (The default is 5.) Optionally.Chapter 5: Network VRUs Placing a Call in Queue Define Queue node properties as follows: 1. Use the Available Targets list and the Add button to select targets. The target members you selected appear in the Properties dialog box. and possibly increase the priority so that it is taken out of the queue before regular queued calls. select a Priority to set the initial queuing priority for calls processed through this node versus other calls queued for the same target: 1 for top priority to 10 for least priority.) Scheduled Target. Optionally. You cannot reference more than one type of target within a single Queue node. listing available targets of the type you specified. Individual targets to which the call is queued. Click OK to close the Add Targets dialog box. The script can then inspect the call variable RequeryStatus to determine what to do next. add connection labels. Optionally. (Drop-down list. (The drop-down list includes all routes associated with the target. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. To queue a call to more than one target type. Optionally. Click OK to close the Queue Type dialog box.) The route to send the call for initial VRU processing if this target is selected.) Translation Route. The Add Targets dialog box opens.

the router first checks for an available target.0(0) 110 . no Standard customer will ever be handled. 2. Call control passes to a second Wait node. The solution is to increase the priority level for Standard customers as well. Just increasing Queue priority will not get a call handled sooner. If the script above is only used for the Platinum customers while the Standard customers script leaves them at the default priority level. 4. This can be a dangerous practice. The effect depends on the other call in the queue. The call does not move to the VRU if there is an available agent. • The Queue Priority node sets the priority for a call within all queues that the call has been placed into. Figure 84: The Queue Priority Icon For example: 1. the priority increase will have no net effect. 3. a subsequent Queue to Skill Group node for that skill group/queue only (with the new priority) should be used. if all calls are treated using the example above. the effect is that all Platinum customer that have been in queue for more than 20 seconds will be handled first regardless of other customers in queue. Following is the Properties dialog box for the Queue Priority node: ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. If a call only needs the priority raised in one queue only. because while the delay for Platinum customers is greater than 20 seconds. If 20 more seconds pass without an agent becoming available. but only after they have been in queue for a longer period. For example. Adjusting the Priority of a Call in a Queue You can override the priority of a call in queue set by the Queue node by using the Queue Priority node (in the Queue tab of the Palette). Any subsequent use of the Queue to Skill Group node results in setting the queue priority back to the original setting for that Queue to Skill Group node. The call waits in queue for 20 seconds while the caller listens to an announcement. the Queue Priority node executes and raises the call's priority in queue.Chapter 5: Network VRUs Adjusting the Priority of a Call in a Queue Note: When processing a Queue node. Notes: • Only use the Queue Priority node after a Queue to Skill Group node. The original priority of the call in queue is set by the Queue to Skill Group node. for example 3 minutes. if there is none available then the router attempts to queue the call. • Queuing priorities should be handled very carefully.

add comments or connection labels. Removing the Call from a Queue You can remove a call from any queues by using the Cancel Queuing node (in the Queue tab of the Palette) Figure 86: The Cancel Queuing Icon . You can optionally add comments or connection labels. 2.Chapter 5: Network VRUs Removing the Call from a Queue Figure 85: Queue Priority Properties Define Queue Priority node properties as follows: 1. You do not have to define properties for the Cancel Queuing node. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. Specify the queuing priority for a call processed through this node: 1 for top priority to 10 for least priority. Optionally.0(0) 111 . This determines the priority the call has versus other calls queued for the same target.

rather then using Configuration Manager to specify the Network VRU Script.Chapter 5: Network VRUs VRU MicroApp Nodes VRU MicroApp Nodes Note: These nodes can only be used if supported by your VRU. Menu. Play) are essentially specialized Run External Script nodes. This can be done either by using recorded announcements or through Text-to-Speech (TTS) capabilities. The three MicroApp nodes each represent a specific sort of VRU interaction: • Collect Data instructs the VRU to collect data from a caller after playing a prompt. • Play instructs the VRU to speak a recorded announcement or a data element. It prompts the caller (either using a recorded announcement or TTS) and collects a single digit (either using touch tone or ASR). depending on the input from the caller. Collecting Data from the Caller You can have a script play a prompt and instruct the caller to enter information by using the Collect Data node (in the Queue tab of the Palette). At the Menu node the script branches. The prompt can be played using a recorded announcement or using TTS.0(0) 112 . They allow all details of the interaction to be specified in the script node. The caller-entered data can then be used to redirect the call to the appropriate destination. such as a number or date. The three VRU MicroApp nodes (Collect Data. Following is the Properties dialog box for the Collect Data node: ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. The data collected can be collected using touch-tone or using Automatic Speech Recognition (ASR). • Menu is a simplified form of Collect Data that instructs the VRU to build a menu.

select the location of the file.0(0) 113 . select the data transmission convention to use for the media file contents. the default) RSTP: (streaming) file: ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. 2. You can select: – – – HTTP: (Hypertext Transfer Protocol. In the File Name field. In the Library drop-down list. You can select: – – – System Application (default) None 3. enter the name of the media file to be played to the caller.Chapter 5: Network VRUs Collecting Data from the Caller Figure 87: Collect Data Properties Define Collect Data node properties as follows: 1. In the Protocols drop-down list.

When checked (the default). # (pound. A key which the user presses to signify the end of digit entry. check Use ASR to use automatic speech recognition. obtained either from the database defaults or from a VRU Settings node. Optionally. click Advanced Properties to specify how the micro-application should handle invalid or timed-out entries. the default) or * (asterisk). In the Maximum number of digits field. Optionally . Invalid entry and No entry Media file names may be defined on the VRU device and invisible to the ICM environment. The values you set apply only to the current node. If this is the first micro-application operation in the script. enter a grammar against which caller spoken-input is matched. this field is grayed out. the Voice Browser discontinues prompt play when the caller starts entering digits. In the Termination key field. the operation of the node can be interrupted by the ICM router. Valid options: The digits 0-9. other Collect Data nodes are not affected. Optionally. Value options are the digits 0-9. 5. the value for these fields is Default. For variable-length data entry. select a number from 1 to 32 to indicate the minimum number of digits the caller must enter. it remains this value unless a VRU Settings micro-application changes it. enter the key that the caller presses to signify the end of digit entry. Specify the number of digits a caller can enter: – In the Minimum number of digits field. select a number from 1 to 32 to indicate the maximum number of digits the caller must enter. – – 6. The Advanced Properties override the VRU Default settings configured in the ICM software configuration database. Initial values for timeouts and number of tries on this dialog show the current values. The default is 1. Note: If the minimum number value equals the maximum number value. 7. the Voice Browser continues to prompt play when a caller starts entering digits. – Optionally. # (pound. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. clear ICM may interrupt. The default is 1. In the Automatic speech recognition grammar field.0(0) 114 . check Allow barge-in to have any digit entry by the caller interrupt the media playback. If barge-in is allowed (checked). If you check this option: – – Caller-entered information is obtained from spoken input as well at DTMF entry.Chapter 5: Network VRUs Collecting Data from the Caller – other 4. only. the default) or * (asterisk). The Cisco Internet Service Node (ISN) deals with barge-in as follows: If barge-in is not allowed (not checked).

other. Enter a number in the Number of tries field to indicate the number of times the Collect Data or Menu MicroApp will query the user for data when the user enters invalid data or does not enter data. Valid options: 1-99. include the full path file name in the File name value. Prompting a Caller to Select from a Set of Options You can have a script play a prompt and instruct the caller to select from a list of options using the Menu node ( in the Queue tab of the Palette). for example: http://www. – – Select the locations of the files in the Library drop-down lists. Valid options: 1-99. add comments or connection labels. default: 5.Chapter 5: Network VRUs Prompting a Caller to Select from a Set of Options – Optionally. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. file:. In both the Invalid Entry Media Properties and No Entry Media Properties sections.0(0) 115 . 8. the default value defined in the database is used. Valid options: HTTP: (Hypertext Transfer Protocol. enter the word Default in these fields. Note: Optionally.wav. Note: If not checked. you can clear the check box to have the default value defined in the database used. – Select the data transmission convention to use in the Protocol drop-down lists. Optionally. When checked (the default). Figure 88: The Menu Icon The caller-entered data can then be used to redirect the call to the appropriate destination. If exceeded.xyzcorp. Application (default). – When you have finished specifying advanced properties. None. default: 3. RSTP: (streaming). enter a number in the Timeout field to indicate the number of seconds a caller is allowed to begin entering digits. enter the file names of the files to play if the caller enters invalid data or if the caller enters no data.com/Media_Folder/File. clear Inter-digit timeout. Note: If None. Valid options: System. Valid options: 1-9 (default: 3). Note: To use the default settings on the VRU device. enter the number of seconds allowed between entering digits before the system assumes the caller is finished. – – In the No Entry Media Properties section. click OK. the default). the system times-out.

2. You can select: – – System Application (default) ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. Define Menu node properties as follows: 1.0(0) 116 . select the location of the file. In the File Name field.Chapter 5: Network VRUs Prompting a Caller to Select from a Set of Options Following is the Properties dialog box for the Menu node: Figure 89: Menu Properties Note: You must define one or more success connections from the Menu node before you can define Menu node properties. In the Library drop-down list. enter the name of the media file to be played to the caller.

enter a grammar against which caller spoken-input is matched. it remains this value unless a VRU Settings micro-application changes it. the value for these fields is Default. the call processing continues down that success branch. The number indicates that if the caller enters the digit in that row. the default) RSTP: (streaming) file: other 4. clear ICM may interrupt. Enter a description from that menu choice. Define menu choices. Initial values for timeouts and number of tries on this dialog show the current values. other Collect Data nodes are not affected. Optionally . – 5. 7. click Advanced Properties to specify how the micro-application should handle invalid or timed-out entries. The values you set apply only to the current node. select the data transmission convention to use for the media file contents. the Voice Browser continues to prompt play when a caller starts entering digits. The available numbers correspond to the success branches from the Menu node. In the Protocols drop-down list. For each row beginning with the possible caller entered digit (which you cannot edit): – In the Case column. If you check this option: – – Caller-entered information is obtained from spoken input as well at DTMF entry. 6. check Use ASR to use automatic speech recognition.0(0) 117 . The Advanced Properties override the VRU Default settings configured in the ICM software configuration database. When checked (the default). – Optionally. check Allow barge-in to have any digit entry by the caller interrupt the media playback. the Voice Browser discontinues prompt play when the caller starts entering digits. Optionally.Chapter 5: Network VRUs Prompting a Caller to Select from a Set of Options – None 3. select a number from the drop-down list. If this is the first micro-application operation in the script. Note: ISN deals with barge-in as follows: If barge-in is not allowed (not checked). the operation of the node can be interrupted by the ICM router. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. obtained either from the database defaults or from a VRU Settings node. In the Automatic speech recognition grammar field. You can select: – – – – HTTP: (Hypertext Transfer Protocol. Optionally. Invalid entry and No entry Media file names may be defined on the VRU device and invisible to the ICM environment. If barge-in is allowed (checked).

RSTP: (streaming). Note: To use the default settings on the VRU device. add comments or connection labels. include the full path file name in the File name value.xyzcorp. Optionally. Valid options: System. the default value defined in the database is used. Playing Specific Recordings to the Caller You can instruct the VRU to play a series of media files and/or data to the caller by using the Play node (in the Queue tab of the Palette). When checked (the default).Chapter 5: Network VRUs Playing Specific Recordings to the Caller – Optionally. for example: http://www. enter the word Default in these fields. Enter a number in the Number of tries field to indicate the number of times the Collect Data or Menu MicroApp will query the user for data when the user enters invalid data or does not enter data. 8. – When you have finished specifying advanced properties. click OK.com/Media_Folder/File. the system times-out. enter the number of seconds allowed between entering digits before the system assumes the caller is finished.0(0) 118 . clear Inter-digit timeout. enter the file names of the files to play if the caller enters invalid data or if the caller enters no data. – – Select the locations of the files in the Library drop-down lists. default: 3. enter a number in the Timeout field to indicate the number of seconds a caller is allowed to begin entering digits. Valid options: 1-9 (default: 3). other. Application (default). Note: Optionally.wav. file:. None. – Select the data transmission convention to use in the Protocol drop-down lists. Valid options: HTTP: (Hypertext Transfer Protocol. the default). Note: If None. – – In the No Entry Media Properties section. Valid options: 1-99. In both the Invalid Entry Media Properties and No Entry Media Properties sections. default: 5. Note: If not checked. If exceeded. you can clear the check box to have the default value defined in the database used. Figure 90: The Play Icon ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. Valid options: 1-99.

0(0) 119 . select Media or Data. You can select: System Application (default) None ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. If the data format is invalid. select the location of the file. its type.Chapter 5: Network VRUs Playing Specific Recordings to the Caller Data can be a literal string or a formula that evaluates to a string. In the Library drop-down list. Click Add to add a new file or data element to play to the caller. The data. Note: The CallRouter will not verify the format setting to see if it is valid for the specific data type or micro-application. the micro-application's result code will indicate such an error. In the pop-up menu. and the format it is to be played in is sent to VRU as part of the play request. 3. If you selected Media in Step 3: – – Enter the name of the file to play in the File name field. Following is the Properties dialog box for the Play node: Figure 91: Play Properties Define Play node properties as follows: 1. 2.

select the data transmission convention to use for the media file contents. select the type of data to be played: Type of data to be played by the VRU.M.Character Etime . TOD.Hours. or 24TOD. 5. Optionally . Valid options are: HHMM (default) . Note: If the minimum number value equals the maximum number value. this field is grayed out. minutes.Time of day 24TOD . A. enter a string (or a formula that evaluates to a string) to be played by the VRU. Valid options are: Number . select the time format. and seconds HHMMAP (TOD format.0(0) 120 .Hours and minutes. If you selected Data in Step 3: – In the Data field.Time of day (24 hr) DOW .Hours and minutes HHMMSS .Elapsed timeTOD .Numeric Char .Money units Text . clear Allow barge-in to not have any digit entry by the caller interrupt the media playback. In the Data type drop-down list.Chapter 5: Network VRUs Playing Specific Recordings to the Caller – In the Protocols drop-down list.M.Entire date Currency . You can select: HTTP: (Hypertext Transfer Protocol. – ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. in the Time format drop-down list.text – If in Step b above you selected Etime. the default) RSTP: (streaming) file: other 4.Time of day (12 hr) TOD .Day of week Date . only) . or P.

When checked (the default). the operation of the node can be interrupted by the ICM router. If barge-in is allowed (checked). Figure 92: The VRU Settings Icon You can only override one VRU setting with the VRU Settings node.Chapter 5: Network VRUs Overriding VRU Settings ISN deals with barge-in as follows: If barge-in is not allowed (not checked). Overriding VRU Settings You can override a default VRU setting on a call-by-call basis by using the VRU Settings node (in the Queue tab of the Palette). add comments or connection labels. the Voice Browser continues to prompt play when a caller starts entering digits.0(0) 121 . 6. Optionally. 7. you must use additional nodes to override additional settings. Optionally. Following is the Properties dialog box for the VRU Settings node: Figure 93: VRU Settings Properties ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. the Voice Browser discontinues prompt play when the caller starts entering digits. clear ICM may interrupt.

at runtime.Chapter 5: Network VRUs Temporarily Halting Script Execution Define VRU Settings node properties as follows: 1. In the VRU Variable list. In the mean time. set the variable to the value stored in the VRU_Defaults table. set the variable to the value specified in the New Value field. add comments or connection labels. If you select this setting. Optionally. the New Value field opens for editing. Warning: The protocol time-out variables in the VRU system need to be set to a value greater than the longest wait node used in the script. 2. the Network VRU is waiting for instructions. Specify a value in this field.0(0) 122 .) 3. (The variable type determines the type of data you can enter. Figure 94: The Wait Icon The Wait node simply stops script executing for the specified number of seconds. select the VRU variable to override. Select an option in the Set To field: – Select ICM Configured Setting to have Script Editor. – Temporarily Halting Script Execution You can halt script execution for a specified number of seconds by using the Wait node (in the Queue tab of the Palette). at runtime. Note: This value might be from the VRU_Defaults table. – Select Customer Defined Value to have Script Editor. leave the variable's value as is. Following is the Properties dialog box for the Wait node: ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. at runtime. Select VRU Peripheral Setting to have Script Editor. or consist of a value defined through a previous VRU Settings node.

add comments or connection labels. specify an interval to wait. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.Chapter 5: Network VRUs Temporarily Halting Script Execution Figure 95: Wait Properties Define Wait node properties as follows: 1. in seconds. Optionally. 2. In the Timeout field.0(0) 123 .

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Chapter 6 Multichannel Routing Overview of Multichannel Services When ICM software is integrated with Collaboration Server or Cisco E-Mail Manager. you write routing scripts to route contacts that are handled by these applications. The MR-PIM communicates with the ICM CallRouter. The Media Routing Peripheral Interface Manager (MR-PIM) on the MR-PG provides a generic interface to queue and route requests. They can share Web pages. forms. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. the caller and agent talk on the phone and are linked in a collaborative Web session. which runs a routing script to determine how best to handle the request. "Call me back. and applications." Then the caller and agent simply talk on the phone. while at the same time conducting a voice conversation.0(0) 125 . A customer clicks a button on a Web site that says. Supported Route Requests ICM Software supports the following types of multichannel route requests: • Web callback . They can both chat and collaborate on the Web. • Blended collaboration With blended collaboration. • E-mail message The customer and agent communicate using electronic mail. Routing Application Requests The Collaboration Server and E-Mail Manager applications route requests to the ICM MR-PG.A Web callback request is one that does not involve Web collaboration. • Text chatThe caller and agent can conduct a text chat session when a telephone call is not desired or not possible.

Agents can be created in the Collaboration Server or E-Mail Manager applications or in ICM software. and even though they are simultaneously created in ICM when they are created in Collaboration Server or E-Mail Manager. but it is possible to route requests from different MRDs using one script. You cannot enable skill groups in the applications. modify. which is a collection of skill groups and services associated with a medium.blended collaboration requests with IPCC • Cisco_Voice. the agent must be enabled in the Collaboration Server and E-Mail Manager applications if the agent wants to log into and work on those applications. and agents can be shared across applications. or voice. A media class is a communication channel that is correlated to an application. Synchronized Agents and Skill Groups Agents are common across the multichannel software.single-session chat requests • Cisco_Blended_Collaboration . There are five predefined media classes in ICM: • Cisco_Multi_Session_Chat .0(0) 126 . they are simultaneously created in ICM software. In this configuration. text chat. blended collaboration. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. Independent Media Queues You can configure the multichannel software to route all media through independent queues defined by media class.Web and delayed callbacks requests.Chapter 6: Multichannel Routing Overview of Multichannel Services ICM software uses a media class ID to identify the type of media or channel.Cisco_Single_Session_Chat • Cisco_Single_Session_Chat . Skill groups are application-specific. but skill groups are application-specific. and basic ICM inbound and outbound voice calls • Cisco_Email. Each MRD requires an ICM script. When agents or skill groups are created in either Collaboration Server or E-Mail Manager. You can use independent media queues in both IPCC and ACD environments.e-mail requests Each media class has at least one media routing domain (MRD). or delete them in ICM software. If an agent is created in ICM software. requests are queued only to agents who have logged into the corresponding media application. Agents can be configured to log into only one media type to take either e-mail. blended collaboration requests with a legacy ACD. do not create. ICM software uses the MRD to route a task to an agent who is associated with a skill group and a particular medium.

You can configure agents to handle all media types. With Universal Queue. ICM software can route phone. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. E-Mail Manager. E-Mail Manager uses the ICM software uses a MRD to route a task to an agent who is associated with a skill group and a particular channel. ICM software treats requests from different channels as part of a single queue.0(0) 127 . based on the agent's skills and current tasks. Universal Queue is not supported in legacy ACD environments. single session chat. Multichannel Scripting and Media Routing Domains What is a Media Routing Domain? A Media Routing Domain (MRD) is a collection of skill groups and services associated with a specific communication channel. and e-mail message requests to an agent who works with all these channels. Universal Queue requires that ICM software be used in an IPCC environment. Routing scripts can send requests to agents based on business rules regardless of the channel from which the request came. and Collaboration Server. For example. and the agent would log into the Softphone. e-mail.Chapter 6: Multichannel Routing Universal Queue Universal Queue What is Universal Queue? Universal Queue is the term used to describe ICM software's ability to route requests from different channels to agents who work with customer contacts in multiple media. switching media on a task-by-task basis. For example. Universal Queue Configuration Overview When you use IPCC. The agent is assigned the longest waiting request from any of the three skill groups. and chat. you would configure an agent as a member of three skill groups if the agent handles voice. Universal Queue requires that ICM software have complete control over how agents are assigned tasks Therefore. For example. MRDs are defined in ICM configuration and have unique IDs across the enterprise. Universal Queue IPCC Requirement Because Universal Queue must coordinate an agent's work on multiple tasks across different channels. you can configure the multichannel software to manage a single universal work queue for all requests. or you can choose to prioritize the requests using the multichannel software scripting environment.

You could have a single script for both types of requests that branches so that it routes e-mail messages and single session chats to different targets. E-mail messages. Following is the Properties dialog box for the Media Routing Domain node: ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. but a single MRD can only be associated with one branch.Chapter 6: Multichannel Routing Multichannel Scripting and Media Routing Domains Media Routing Domains and Interruptibility When you configure MRDs. You must insert targets and connections from the Media Routing Domain Node before you can define the node's properties. If the MRD is not interruptible. Therefore. you indicate whether tasks for the MRD are interruptible. Note: A branch can include multiple MRDs. are typically interruptible because contact with the customer is asynchronous. How to Use Media Routing Domains to Categorize Contacts You can categorize contacts based on the Media Routing Domain (MRD) based on the MRD making the route request by using the Media Routing Domain node ( in the Routing tab of the Palette). the agent may be assigned tasks from another MRD. If the MRD is interruptible. you would have different MRDs for an E-Mail Manager instance and Web Collaboration single session chat. as agents are interacting with customers synchronously. voice calls and Web collaborations tasks are not interruptible. on the other hand. Typically. For example. an agent responding to an e-mail message may be interrupted by a phone call or chat session.0(0) 128 . and agent working on tasks for that MRD is not assigned tasks from other MRDs.

and type the new name.0(0) 129 . Select a MRD from the drop-down list. select it. Execution follows this branch if none of the specified time ranges apply. click Rename. You can specify only one Otherwise branch for the node. select it and click Delete. To associate a MRD with a branch: Select the branch. – – Click Add.Chapter 6: Multichannel Routing Multichannel Scripting and Media Routing Domains Figure 96: MRD Properties Define Media Routing Domain node properties as follows: 1. You can define a branch as Otherwise by selecting the branch and clicking Make Otherwise. See Also Cisco ICM Software Configuration Guide ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. To delete a branch. To rename a branch. 4. 2. 3.

You can change the Queue to Agent type to: • Specify an agent directly • Select an agent by expression How to Change the Queue to Agent Type Step 1 In the Queue to Agent properties dialog box. To select and agent by an expression. Select a Priority between 1 (the highest) and 10 (the lowest). Optionally. click Change.0(0) 130 . The Queue Agent Type dialog box opens: Figure 97: Queue Agent Type Step 2 Step 3 Step 4 Step 5 To select a specific agent. select Lookup agent references by expression.Chapter 6: Multichannel Routing Queuing to Agents Queuing to Agents You can queue a contact directly to an agent by using the Queue to Agent node ( in the Queue tab of the Palette). check Enable target requery. How to Specify an Agent Directly Following is the properties dialog box of the Queue to Agent node when you have selected to specify agents directly: ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. check Explicit agent references.

to have the contact queued to the agent even if the agent is not currently logged in.Chapter 6: Multichannel Routing Queuing to Agents Figure 98: Agent Direct Properties To specify agents directly: Step 1 Step 2 Step 3 Step 4 If necessary. In the Agent column. select the route for the selected agent and media routing domain. In the Route column.0(0) 131 . modify connection labels. Optionally. change the Queue to Agent type to Explicit agent references. Optionally. select the skill group for the selected agent and media routing domain. To test the data you entered. In the Skill Group column. select an agent. check Queue if agent not logged in. select the media routing domain for the selected agent. click Validate. In the Media Routing Domain column. Step 5 Step 6 Step 7 Step 8 How to Select an Agent by an Expression Following is the properties dialog box of the Queue to Agent node when you have selected to use an expression: ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.

If you do not select either an Enterprise Route or a Route. or the Route. Select the Enterprise Route that has an appropriate collection of routes. the following error message appears: Step 3 Step 4 ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. write an expression to select an agent. The Route column lists single routes for System IPCC as there is only one PG. change the Queue to Agent type to Lookup agent references by expression.Chapter 6: Multichannel Routing Queuing to Agents Figure 99: Agent Expression Properties To specify agents by expression: Step 1 Step 2 If necessary. Click Formula Editor for help building a formula. Select the Enterprise Skill Group that includes the appropriate skill groups to cover all media routing domain cases for the selected Agent.0(0) 132 . matching the agent and media routing domain. The Enterprise Route column lists collections of standard ICM and IPCC routes. In the Agent Expression column.

modify connection labels. To test the data you entered. Optionally. check Queue if agent not logged in. the following error message appears: Figure 101: Both an Enterprise Route and a Route Chosen The specified Enterprise Route or Route is used to send the call to an agent.Chapter 6: Multichannel Routing Queuing to Agents Figure 100: No Enterprise Route or Route Chosen If you select both an Enterprise Route and a Route. Step 6 Step 7 ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0) 133 . Step 5 Optionally. click Validate. to have the contact queued to the agent even if the agent is not currently logged in.

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page 150 How to Export a Custom Function.made up of variables (page 136). ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. it is a call control variable. • The Right-value is the number 1. page 151 What is a Formula? A formula consists of one or more expressions that ICM software evaluates to produce a value that it can use for subsequent script processing. page 135 Variables. More specifically. • The operator is the "Equal To" equality operator.Chapter 7 Using Formulas You can use formulas in many routing nodes to both categorize contacts (page 37) and select routing targets (page 59).as part of custom selection rules (page 76) or distribution criteria (page 81) in scripts. CallerEnteredDigits. Formula Example Following is a simple example of a formula: CallerEnteredDigits == 1 In this example: • The Left-value. is a variable . page 135 Formula Example. page 149 How to Import a Custom Function. constants. operators. page 136 How to Add a Custom Function. You define expressions . and functions .0(0) 135 . This section contains the following topics: • • • • • • What is a Formula?.

LongestAvailable) ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.*. • The variable-name is the name of an object that can hold a value. You use variables in formulas to select targets and help in call tracking. Variables What is a Variable? A variable is a named object that holds a value. (CallerEnteredDigits).0(0) 136 . Variable Syntax Following is the syntax for using a variable in a formula: Following is the syntax for using a variable in a formula: object-type. such as the name of a Service (for example. Multiple-Target Variables A multiple-target variable examines data across multiple routing targets. the formula returns true. the function: Max(SkillGroup. For example.variable-name Where: • The object-type is an object category.). otherwise. such as Service. • The object-name is the name of an object contained in the ICM database. Single-Target Variables A single-target variable examines data for one specified routing target. such as a call control variable (for example. the variable: Service.BosSales.ExpectedDelay examines the expected delay for the BosSales service. BosSales). the formula returns false. For example. • Each component in the variable is separated by a period (.object-name.Chapter 7: Using Formulas Variables If the value of CallerEnteredDigits is 1.

Manager. with the longest available agent. An encoded value that indicates the date No on which ICM software processes the call. CLID presentation should Configuration not be restricted. network transfer is not enabled.0(0) 137 . You use an asterisk (*) as the object-name value to indicate that the variable is to examine data across multiple targets. CLID presentation should be Set in restricted. Digits to be passed to the routing client for Yes forwarding to the call recipient. contact classification data. Telephone number dialed by the caller. Yes No If 1. What are Call Control Variables? Call control variables provide information about the current contact that is being routed by the script. Yes Provides the ability to test the error path No of the Label. If 1. Yes CustomerProvidedDigits DialedNumberString ExpCallVarName String String String NetworkTransferEnabled Integer PeripheralVariable1-PeripheralVariable10 String RequeryStatus Integer Values passed to and from the peripheral. and Select nodes to determine the specific network cause of failure and conditionally retry the attempt as necessary. Billing telephone number of the caller. RouteSelect. and data to be passed to the peripheral that receives the contact.Chapter 7: Using Formulas Variables finds the skill group. If 0. Call control variables include information about where the route request came from. No Expanded Call Context (ECC) variable Yes value assigned in scripts and passed with contact. network transfer is enabled. Queue. RouterCallDay RouterCallKey Integer Integer ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. Variable Data Type Description User Setable CallerEnteredDigits CallingLineID CLIDRestricted String String Integer Digits caller entered in response to prompts. If 0. from all skill groups defined in the target set for the script node that calls the function. A value that is unique among all calls ICM No software has processed since midnight. Open Tools > Miscellaneous Tools > System Information. Check Enabled in the CLID Masking section of the screen to turn on.

ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. Storing excessive call variable data can degrade historical database performance. ECC variables. The Aspect routing client passes these variables to ICM software as part of the request and ICM software returns them with the response. cannot be propagated. ECC values are passed from leg to leg on the call. Note. it will not have a row in the Termination Call Variable table when a Termination Call Detail record is written. but never assigned a value. Other routing clients might use some of these variables for other purposes. Yes No Note: For a Post-Routing® request from an Aspect ACD. and so on). Generally speaking. however. Only persistent call variables are written to the historical database. What are Expanded Call Context (ECC) Variables? Expanded Call Context (ECC) variables store values associated with the contact. Number of seconds a call has been queued.Chapter 7: Using Formulas Variables Variable Data Type Description User Setable RouterCallDay and RouterCallKey combine to form a unique call identifier.com/en/US/products/sw/custcosw/ ps1001/tsd_products_support_series_home. you have the option of tagging it as either persistent or non-persistent.cisco. a NIC. If it does not involve translation routes or IPCC. For more information. ECC values are written to Termination Call Detail records only if. If an ECC variable has been defined. an ECC value is explicitly set (which can be done any numbers of ways. Non-persistent variables can be used in routing scripts. PeripheralVariable1 through PeripheralVariable5 map to the Aspect variables A through E. ICM software is delivered with some ECC variables. When defining a call variable (in ICM Config Manager or System IPCC Web Admin). No ISDN private network User to User information Indicates the result of a previous VRU node. it can store the values of all call variables. RoutingClient TimeInQueue UserToUserInfo VruStatus String Integer String Integer The name of the routing client that made No the route request.html). but will not be written to the database. see the ICM Configuration Guide for Cisco ICM Enterprise Edition. and when. that this depends on how each new call segment is created. CTI. an IVR. The values of these variables are also stored in the Route_Call_Detail table of the ICM database. such as using a script. Persistent vs Non-Persistent Call Variables When IPCC/ICM writes call data records to its historical database. Once a value has been assigned. the value is recorded in the Termination Call Variable for every Termination Call Detail Segment.0(0) (http://www. This applies to null values as well as non-null values. Release 7.0(0) 138 . like all call variables. and is outside the original peripheral. and you can create others through Configuration Manager.

For more information on routing e-mail messages. see the Cisco Media Blender Administration Guide. • user. The value of the variable can be used to categorize the contact in a script.cisco.cmb .cem.callclass . ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. The value of the Priority variable.Category .namedvars property in Media Blender.cem.MessageKey . • cisco. used to send the call class from Collaboration Server to Media Blender by way of the pre-call message.The priority of the message. While typically the Message Key would not be used to categorize a contact in a script. The categories variable is an array containing up to 10 category values. The value of the variable can be used to categorize the contact in a script.cmb. For more information on Web Callback.namedvars property in Media Blender. which is "0" through "3" – "0" for Normal – "1" for High – "2" for Very High – "3" for Urgent • Note: The priority if set through the E-Mail Manager rules.Specified by the peripheral.The categories of the message.cisco. The ECC variables are: • user. enabling Web callback requests to be routed through ICM software. Expanded Call Context Variables for Web Callback You must create two ECC variables if you intend to use Blended Collaboration and/or Voice Media Routing Domains to route Delayed Callback requests. the Message Key could be recorded in the CRM database for future reference to e-mail correspondence with a customer.Priority . see the Cisco E-Mail Manager Administration Guide.cem.0(0) 139 .Chapter 7: Using Formulas Variables Expanded Call Context Variables for E-Mail Manager Messages Each E-Mail Manager message routed through ICM software has three associated ECC variables: • cisco.Specified by the peripheral. • cisco. it may be useful when ICM software is integrated with a CRM application. Category values are configured by the E-Mail Manager administrator.The unique identifier of the message that E-Mail Manager is requesting ICM software to route. The ECC variables for E-Mail Manager messages are created by default during ICM software installation.

0(0) 140 . • A user variable can store a value up to 40 characters long. What are User Variables? User variables are variables you create to serve as temporary storage for values you can test with an If Node. (This enables ICM software to maintain an instance of that variable for each object of that type in the system. • Be associated with an object type. see the Cisco ICM Software Configuration Guide. Each user variable must: • Have a name that begins with user. For example. After you have defined a variable. see the Cisco ICM Software Configuration Guide. just as you would with a built-in variable. Service. you can then use the Formula Editor to access the variable and reference it in expressions. For more information. for example.Chapter 7: Using Formulas Variables For more information on configuring ECC variables.) • Be identified as a persistent (retains value across CallRouter restarts) or non-persistent (does not retain value across CallRouter restarts) variable. you could create a user variable called usertemp to serve as a temporary storage area for a string value used by an If node. How to Set Variable Values with the Set Variable Node Figure 102: Set Properties window ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. You create user variables through the ICM Configuration Manager.

• Object . • Note: This field is only available if you select an array variable in the Variable field. the value of the SkillGroup.ICMAvail variable.ICMAvail variables: Case SkillGroup. the value of the SkillGroup. The following table describes the difference between the SkillGroup. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. Number of agents who can actually regardless of what they may be doing in this or handle an additional task or call in the other domains. However.Select the specific object the variable is associated with. There is also a SkillGroup.Enter an integer or an expression that evaluates to an integer. if the Array Index expression evaluates to 2.0(0) 141 . • Array index . • Value .Avail and the SkillGroup.ICMAvailable Only voice domain is used Number of agents in the Available state. • Define all integer fields in tables accessed by a Set Variables node as NOT NULL.Avail variable is calculated differently. when the Web or E-mail channel is used with non-voice Media Routing Domains and agents log in to multiple domains. For example. • Note: • The variables that are available are determined by the value you choose in the Object Type field.Chapter 7: Using Formulas Variables You can set the value of a variable with the Set Variable node: • Object type .Avail And SkillGroup.The specific variable you want to set. The value can be: – A constant – A reference to another variable – An expression SkillGroup.Avail variable is the number of agents in the available state. • Variable . Same Multiple Domains are used Number of agents in the Available state. • Note: If you choose Call as the Object Type. this field does not apply.Enter the value to assign to the variable.ICMAvailable Variables When the ICM system includes only the voice channel. domain.Select the type of object the variable is associated with. meaning that the agents are able to accept new calls. then the Set Variable node sets the second element of the variable array.Avail SkillGroup.

ICMAvailable Variable The value of the SkillGroup.Avail>0 does not guarantee that there are really available agents. 5. 4. Assume three agents are logged into a voice skill group.0(0) 142 . SkillGroup.ICMAvailable. An agent who is logged into two domains can be counted as Avail in one domain even though that agent is handling a task in another non-interruptible domain. The agent's state in the domain is something other than "Not-Ready".ICMAvailable variable is the actual number of agents logged into the skill group who who can take new calls or tasks. Case SkillGroup. The agent is below the maximum task limit. the correct variable to use is SkillGroup. 2. Note: For most domains (that is. and the same three agents are also logged into another non-interruptible domain. They are routable in the domain. the maximum task limit is 1. 3. Such agents must meet all the following criteria: 1. The following table shows some possible values for these variables. if the agent is not a Collaboration Server Multi-session agent). such as Collaboration Server Single-session Chat.Avail SkillGroup.Avail Variable SkillGroup.Avail is the number of agents in the skill group who are not doing anything in the domain. The agent is not working on another task in a non-interruptible domain. This table shows the voice skill group states.Chapter 7: Using Formulas Variables SkillGroup. as those apparently available agents may be handling tasks in another domain. SkillGroup. and an agent is below the maximum only when he is not working on any call or task. even though the agent has additional capacity for more tasks.ICMAvailable Initial state First agent handles a call 3 2 3 2 1 (because there is really only one agent left to handle voice calls) 2 3 Second agent handles a Collaboration chat 2 (because there are two agents session doing nothing in the domain) Voice call ends Collaboration chat ends 3 3 If a routing script needs to check the number of available agents. An agent in a domain that handles multiple tasks (such as multi-session chat) is not counted as Avail if that agent is handling a task. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.

-2 represents a negative value. Script Editor shows the ICMAvailable value instead of Avail value when displaying skill group real-time data. Example: 2 represents a positive value. Example: If the current value of SkillGroup. The logical negation operator (!) changes the value of a logical expression.Avail > 0 is true and (SkillGroup.Avail SkillGroup.TalkingIn SkillGroup. Note: This operator is rarely used.Sales. Example: 2 and +2 represent the same value.Sales. so the positive operator (+) is optional. Operates on a bit value. ~ One's complement Arithmetic Operators The Arithmetic Operators in the following table take two operands: ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. only third agents can handle an 3 agents are doing the additional chat) work) By default. A logical expression is any expression that evaluates to true or false. then SkillGroup. Note: Numerically.Avail is 3.0(0) 143 . This table shows states for the multi-session chat group.Avail > 0) is false. Assume three agents logged into a multi-session chat skill group. changing each 1 bit to 0 and each 0 bit to 1. The negative operator (-) changes the sign of a value. Case SkillGroup. a false value equates to 0 and a true value equates to a non-zero value.Chapter 7: Using Formulas Variables Following is another example showing agents handling multi-session chat.ICMAvailable Initial state First agent handles a Collaboration chat session 3 0 3 3 (because all three agents can still handle additional chats) 3 3 2 (because the agent 1 is now in the talking state) 2 3 Second agent handles a Collaboration 1 chat session Third agent handles a Collaboration 0 chat session First agent handles second Collaboration chat session 0 3 (even though a total of 4 2 (because only the second and chats are in progress.Sales. each capable of handling two chats. Operators Prefix Operators The Prefix Operators in the following table take a single operand: Operator Meaning Comments/Examples + ! Positive Negative Logical negation Numeric values are positive by default.

/ + - Division Addition Subtraction Equality Operators The Equality Operators in the following table take two operands: Operator Meaning Comments/Examples == Equal to Equality operators allow you to determine whether two values are equivalent or not. You can use them in making calculations for a skill group. Examples: returns the number of agents who are logged on to the service but not currently available.Chapter 7: Using Formulas Variables Operator Meaning Comments/Examples * Multiplication Arithmetic operators perform the basic operations of addition. If either is false. != Not Equal To Relational Operators The Relational Operators in the following table take two operands: Operator Meaning Comments/Examples > Greater than Relational operators allow you to perform a more sophisticated comparison than the equality operators. evaluates to because the multiplication is performed first. Note: Multiplication (*) and division (/) operators are evaluated before addition (+) and subtraction (-) operators. is true if all agents logged on to the service are currently available. Examples: is true if any calls are currently queued for the service. subtraction. service. < >= <= Less than Greater Than or Equal To Less Than or Equal To Logical Operators The Logical Operators in the following table take two operands. is true if at least as many agents are Ready as Not Ready.0(0) 144 . multiplication and division. Logical operators examine the values of different logical expressions: Operator Meaning Comments/Examples && And The expression is true if both of the operands are true. : is true if more members of the skill group are in the Not Ready state. :The following is true if the skill group has at least one agent logged on and no agents are currently available: ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. the overall expression is false. or route.

the overall expression is false. the positions are filled with sign bits (0 if the original value is positive or zero. The value of the overall expression is the value of the right expression. 1 if the original value is negative). then the overall expression evaluates to the expression false-result. Its syntax is as follows: ICM software evaluates the expression by first examining the logical expression condition and then doing the following: If the result is true. The following expression determines whether the number of agents available for skill group S1 is even or odd: The concatenation operator (&) joins two strings end-to-end. returns the value The sequential or comma operator (. The two right-most positions are filled with zeroes: The following example shifts the bits in Avail two places to the right. each of which is an expression. ICM software evaluates the left expression first and then the right expression. Operator Meaning Comments/Examples & And The & Bitwise Operator turns specific bits in a value on or off.0(0) 145 . Inclusive Or and Exclusive Or differ in the way they handle the case where bits in both values are 1: Inclusive Or evaluates the result as true and sets a 1 bit in the result. Note: The equality (==) and relational (>) operators are evaluated before the logical operators (&& and ||). If both are false. the expression is false if less than five agents are logged on and there is an agent available. This is equivalent to rounding the value down to the next multiple of 64. :The The following expression turns off the six low-order bits of AvgTalkTimeTo5: Note the use of the complement operator (~) with the constant. but not both. The shift left (<<) and shift right (>>) operators shift the bits within a value. The following example shifts the bits in Avail two places to the left. In this case. :The following is true if the skill group has at least 5 agents logged on or no agents are currently available: However. then the overall expression evaluates to the value of the expression true-result. Concatenation Sequential << Shift left ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. (An Exclusive Or applies the rule "one or the other. Exclusive Or evaluates the result as false and sets a 0 bit in the result. The first expression typically affects the valuation of the second.Chapter 7: Using Formulas Variables Operator Meaning Comments/Examples || Or The expression is true if either or both of the operands is true. & . If the result is false. Bitwise Operators The Bitwise Operators in the following table take two operands. | Inclusive Or ^ Exclusive Or Miscellaneous Operators The following table lists miscellaneous operators: Operator Meaning Comments/Examples ? Conditional The conditional operator (?) takes three operands.) takes two operands.").

The given date can be a floating point value (as returned by the now function). the function would not return the results you are looking for. then those with priority 2. The order of evaluation within each priority level can also be important. In all other cases where operators have equal priority. = date(2001. You could enclose the argument within a string----but the preferred format is: . they are evaluated left-to-right. 2001.Chapter 7: Using Formulas Variables Operator Precedence The following table shows the order in which operators are evaluated. Note: Do not use the slash (/) character in defining a date function. Because it is the division operator. Priority Operator type Operators 1 2 3 4 5 6 7 8 9 10 11 12 13 Prefix (unary) Multiplication and division Addition and subtraction Shift right and shift left Relational Equality Bitwise And Bitwise exclusive Or Bitwise inclusive Or And Or Conditional Sequential +-!~ */ +>> << < > <= >= == != & ^ | && || ? . ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. date (with no arguments) returns the current date. mm. a string of the form mm/dd/yy. Prefix operators are evaluated from right-to-left in an expression. Assignment operators are also evaluated from right-to-left. dd. Built-in Functions Date and Time Functions The following table lists the built-in date and time functions: Function Data Type Return Value/Example date [ (date) ] Integer Returns the current system date or the date portion of a given date-time value. and so on. Note: The operators with priority 1 are evaluated first. 15) tests whether the current date is July 15.0(0) 146 . or three integers: yyyy. 7.

tests whether the current time is in the second fifteen-minute interval after an hour. Each operand must be numeric. Note: You can use the date or time functions without any arguments to return just the current date or time.) Floating Point or Integer Floating Point or Integer Integer Returns the absolute value of (the number with no sign).0(0) 147 . a string of the form hh:mm:ss.n3] .. use the expression . ss ]. to test whether the current date and time is later than 10 P.Chapter 7: Using Formulas Variables Function Data Type Return Value/Example day [ (date) ] Integer Returns the day of month (1-31) for the current date or a given date. tests whether the current month is June. as returned by the date or now function. The given time must be a floating-point value. The given date must be an integer or floating-point value. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. Returns the smallest of the operands. as returned by the date or now function. with the date represented as an integer and the time represented as a fraction. Returns the current date and time. . Returns the current system time or the time portion of a date-time value. tests whether today is Tuesday. Returns the current day of week (Sunday=1. Each operand must be numeric. tests whether the current time is within the last ten seconds of a minute. The given time must be a floating-point value. Returns the minutes (0-59) of the current time or a given time.) of the current date or given date. n2 [. Returns the hour (0-23) of the current time or a given time. tests whether tomorrow is the first of the month. returns the value -2. Returns the month (1-12) of the current month or a given date. 2001. Returns the largest of the operands.) min(n1. The given date must be a floating-point value. n2 [. The given date must be a floating-point value. Returns the year of the current year or given date. Returns the seconds (0-59) of the current time or a given time. The given date must be an integer or a floating-point value.n3] . as returned by the date or now function. The given time must be a floating-point value as returned by the time function. tests whether the current time is after 2:00 PM. December 24. (with no arguments) returns the current time. mm [. tests whether the millennium has passed. Monday=2. as returned by the time function. The given time can be a floating point value. This function is useful for comparing the current date and time to a specific point in time.M. tests whether the current time is before noon. etc. hour [ (time) ] Integer minute [ (time) ] Integer month [ (date) ] Integer now Float second [ (time) ] Integer time [ (time) ] Float weekday [ (date) ] Integer year [ (date) ] And Mathematical Functions The following table lists the built-in mathematical functions: Function Data Type Return Value/Example abs(n) max(n1. returns the value 3. as returned by the now function. returns the value 15. . . as returned by the date or now function. or two or three numeric values: hh. .

.string2) String ClidInRegion Logical concatenate(string1. Returns the value of truncated to an integer. returns the value defg. Returns the square root of . (The operand n must be numeric and non-negative. returns the current hour in 12-hour format rather than 24-hour format.false-value) Logical left(string. returns the value abc. Returns a substring of string beginning with the start character and continuing for length characters.) returns the value 7. returns the value 28. result returns the number of seconds the selected agent has been available. . returns the value abc. Miscellaneous Functions The following table lists the built-in miscellaneous functions: Function Data Type Return Value/Example after(string1.string2. If string1 does not occur in string2. right(string. before(string1. returns the value cde. returns the value abcde. Returns the concatenation of the arguments.index ]) String Integer if(condition.length) result String Integer String Floating Point or Returns the result of the current Select node. returns the value 3. String Returns right-most n characters of string.true-value. That portion of string2 that precedes the first occurrence of string1. The function takes up to eight arguments.n2) random() sqrt(n) trunc(n) Floating Point or Integer Floating Point or Integer Floating Point or Integer Floating Point or Integer Returns the integer remainder of n1 divided by n2.) find(string1. Returns a random value between 0 and 1. Returns the starting location of string1 within string2. the null string is returned. returns the value 6. . If string1 is the null string. Returns the number of characters in string. Indicates whether the CLID for the current contact is in the geographical region specified by string.Chapter 7: Using Formulas Variables Function Data Type Return Value/Example mod(n1. string2 is returned. string2 [.string2) String That portion of string2 following the first occurrence of string1. returns the value bcd. If you specify an index value. Returns a value of true-value if the condition is true.n) ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. searching starts with the specified character of string2.start. tests whether the CLID is from the Maryland region.) If you are using the LAA rule in the Select node. the null string is returned. The value string must be the name of a defined region. You can use the Name variable of a region to avoid entering a literal value.0(0) 148 .n) len(string) mid(string. false-value if the condition is false. If string1 does not occur in string2. string2 is returned. Returns left-most n characters of string. (This function is Integer valid only in a Select node. If string1 is the null string. returns the value 99.

b. Function definition. The expression to be evaluated when the function is called. Click Add to open the Add Custom Function dialog box. The number of parameters to be passed to the function. returns the value 01851. tests whether the database C name is a valid value. %3% is a reference to the third parameter. If variable has a valid value. or more parameters. returns "value". The Custom Functions dialog box opens. as opposed to built-in functions. returns the value 5. When entering the function definition. select Custom Functions. The parameters to a function are numbered beginning with 1. listing all the custom functions currently defined. 1. length ]) text(n) valid(variable) ValidValue(variable. For example. keep the following in mind: c. Specify the following: a. value(string) Floating Point or Converts a string to a numeric value. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. Converts a numeric value to a string. otherwise.start [ . surround it with percent signs (%). All custom function names must begin with user.0(0) 149 .value) String String Logical String Returns a substring of string beginning with start character and continuing for length characters. returns the value "5". returns that value. Returns whether variable has a valid value. To reference a parameter within the expression. Integer Custom Functions This section contains the following information: Note: <Skipped table here> What are Custom Functions? Custom functions are those functions you create for use within scripts.Chapter 7: Using Formulas How to Add a Custom Function Function Data Type Return Value/Example substr(string. A function may take 0. from the Script menu. Number of Parameters. Step 2 Step 3 Function name. How to Add a Custom Function Adding Custom Functions Step 1 In Script Editor. returns either a name from the database or the string value None.

• If some imported objects were not successfully auto-mapped. with all unmapped objects labeled Unmapped. The type of imported objects. select Custom Functions. from the Script menu. Name of imported object. Click Import. Step 6 Step 7 Step 8 How to Import a Custom Function Importing Custom Functions Step 1 In Script Editor.) When finished. Use one of the Validate buttons to validate the scripts that reference a selection function. the new name must begin with user. click OK to apply changes and to close the dialog box. the Object Mapping dialog box appears. (The Validate All button lets you validate all the scripts that reference any custom function. If a conflict is found. The Import Custom Function dialog box opens Choose a file name with an ICMF extension (. Test the function by entering an example of how you might reference the function. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. The Custom Functions dialog box opens. a dialog box appears listing options for resolving the conflict. Note: If you choose to rename the function. Step 2 Step 3 Step 4 The Script Editor performs automapping and the following happens: • If all imported objects were successfully auto-mapped.Chapter 7: Using Formulas How to Import a Custom Function The lower portion of the dialog box is just like the Formula Editor. click Test. Step 4 Step 5 When finished. Include a specific value for each parameter.ICMF) and click Open.0(0) 150 . The Test Function dialog box opens. Choose one of the options and click OK. a message window appears prompting you to review the mappings. Click OK to access the Object Mapping dialog box. You can use it to help build the expression. – Imported Object. listing all the custom functions currently defined. The Script Editor examines the file for naming conflicts. Click Evaluate to see how the Script Editor interprets the function call and click Close to return to the Add Custom Function dialog box. The Object Mapping dialog box contains three columns: • Object Types.

the system prompts you to confirm the save. The Custom Functions dialog box opens.Chapter 7: Using Formulas How to Export a Custom Function Mapped To. from the Script menu. Step 2 Step 3 (Optional. If prompted. How to Export a Custom Function Exporting Custom Functions Step 1 In Script Editor. What this imported object will be mapped to.) Change the File Name. click OK. The custom function(s) are saved to the specified file in text format. Objects may be left unmapped. Select the custom function(s) from the list and click Export.ICMF format. the script can only be saved in . click Apply and Finish. • (Optional. • (Optional. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. listing all the custom functions currently defined. The Export Custom Function dialog box opens. If the file name already exists. select Custom Functions. the File Name field is blank. however.0(0) 151 . Note: Multiple objects may be mapped to the same target. the resulting custom function will not be valid until all objects are mapped.) Click an Imported Object value. Note: If you selected a single function. Step 4 Step 5 Click Save. The Mapped To column displays all the valid objects on the target system. that functions name appears in the File Name field. When the mapping is complete. Note: You cannot change the file type. If you selected more than one function.) Select an object from the Mapped To columns drop-down list on the target system that you want to map the imported object to.

Chapter 7: Using Formulas How to Export a Custom Function ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0) 152 .

page 155 How to Use Preferences to Set an Active Script. you must have defined a routing label for each route referenced in the script. To check script routes: Step 1 Start Check Routes from the ICM Admin Workstation group. page 162 How to Modify Script Version and Schedule System Information .Chapter 8 Script Administration This section describes Script Administration. page 157 How to View Router Logs . page 162 How to Import a Script .0(0) 153 . page 156 Monitoring Scripts . page 153 How to Set Active Scripts. for specific dialed numbers. page 155 How to Schedule an Administrative Script. page 161 How to Export a Script . optionally. page 155 How to use the Script > Make Active Version Command. The Check Routes window opens. you should check that all routes referenced have valid labels for the routing clients and dialed numbers for which you have scheduled the script. Each label is valid only for specific routing clients and. For ICM software to route calls through a script. This section contains the following topics: • • • • • • • • • • • How to Check Script Routes. page 163 How to Check Script Routes After you save a script. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. page 155 How to View Enabled Scripts. Note: You must have saved the script to the ICM database before you can check the routes.

The associated peripheral targets appear in the center column.) Step 3 To validate the route of a network transfer call target. Step 7 To check configuration information for a route or peripheral target. Step 6 To see the specific labels associated with any of these peripheral targets. Note: From the Peripheral Target dialog box. an error message appears in the Errors field at the bottom of the window. • The version number of the routing script.) Note: To see the configuration details for a translation route.) Check Routes reads the latest version of scripts and configuration data from the local database. The associated peripheral targets appear in the right column.) The Translation Route dialog box opens. Step 8 To correct any problems you find through Check Routes. The routes referenced in the script appear in the left column. (If any of these routes do not have an associated label that is valid for the routing client and dialed number you have chosen. you can access information about the route by clicking the Route button.0(0) 154 . • Dialed number for the call to be sent through the script. If any of these routes does not have an associated label that is valid for the routing client and dialed number you have chosen. The routes referenced in the script appear in the left column. check Use Network Transfer specify a routing client and a dialed number. Step 4 Step 5 To see the specific peripheral targets associated with a route. an error message appears in the Errors field.Chapter 8: Script Administration Step 2 Using the drop-down lists. double-click a route or peripheral target name. make and save changes within the Script Editor or the Configuration Manager. (If you have created a new version of the script. Use the drop-down list to select Routes Used Directly by Script (the default) or Translation Route Used in Script. • The routing script name. The following symbols might appear next to a label: • The label is not valid for the specified routing client. click Reload in the Check Routes window. (This button becomes enabled when you choose a specific translation route. Step 9 ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. To see the effect of changes. Check Routes to display the configuration information for that route or peripheral target. be sure to update the Version field. select the following: • Name of the routing client to send calls through the script. select the peripheral target. select the route name and click View Translation Route. • The label is not valid for the specified dialed number. select the route name in the left column. (The default is the active version.

You can use one of three methods to set the active version of a script: • Preferences • Make Active Version command • Script Explorer How to Use Preferences to Set an Active Script Step 1 Within Script Editor. The dialog box lists all call types and the script that is currently scheduled for each. • When you select this checkbox. The Call Count column lists the number of calls the script has processed. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. Step 2 How to use the Script > Make Active Version Command Step 1 In an open script in edit mode. The Script Editor Preferences dialog box opens. The Enabled Scripts dialog box opens listing all routing scripts that are scheduled for the current date and time. • When you clear this checkbox. To view all enabled routing and administrative scripts: Step 1 Within Script Editor. Use the Enabled Scripts dialog box to examine all scripts currently enabled in the system.Chapter 8: Script Administration How to Set Active Scripts How to Set Active Scripts Although the Script Editor may contain several versions of a script. select Scripts > Enabled Scripts. Optionally. check the Automatically Make a Script Active When Saved checkbox.0(0) 155 . ICM software makes that new version the active version. select Options > Preferences. you must manually activate the script after saving it. ICM software makes the open script version the current active version. select Script > Make Active Version or click Make Active Version. it is considered enabled. only one version of a particular script can be active at one time: this is the version that ICM software runs if the script is currently scheduled. How to View Enabled Scripts Once a script has been saved and scheduled. whenever you save a valid script.

• The last execution occurs before or at the end time of the schedule. the counts are updated every 15 seconds. specify how often the script should run during the specified time range. • The timing of script execution might not be exact. Notes: • The first execution occurs at the start time of the schedule. The Administrative Manager dialog box opens. How to Schedule an Administrative Script To schedule an administrative script: Step 1 Within Script Editor. When you have finished. Click Add. The last script execution might occur slightly after the scheduled end time. the Call Count value includes all calls processed by the script regardless of call type. This lists all administrative scripts. not necessarily with call types. Recurrence Pattern. opening at the Script tab. Whichever option you choose. Step 2 Step 3 Step 4 In the Date Range. click OK to submit the schedule and return to the Administration Manager. click the Description tab and add some descriptive text about this schedule. b. select Script > Administrative Manager. Click OK to save your changes to the ICM database and close the Administrative Manager. Note: The Call Count values are associated with scripts. Select the script you want to schedule and click the Period tab. use the Display Count From section of the dialog box to choose how to display the number of calls processed. click the Administrative Scripts tab. Step 5 Step 6 Optionally. In the Frequency section. specify the range of times when this script may run. The Add Administrative Schedule dialog box appears. If the script has been scheduled for more than one call type. scripts execute within a few seconds after the scheduled time.0(0) 156 . Step 7 ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. listing any administrative scripts that are currently scheduled. This allows you to see which scripts are currently handling calls. Step 3 To see all administrative scripts scheduled for the current date and time.Chapter 8: Script Administration How to Set Active Scripts Step 2 Optionally. and Duration sections. Specify when you want the script to be active: a. Typically.

select Preferences. Monitor Labels Most monitor labels display the raw number and percentage of route requests that have passed through the connection since the start of the monitoring period. When you edit a script. Each statistic is updated automatically as new real-time data become available about every 15 seconds. • Check Allow quick edit from monitor mode. you cannot rearrange the nodes at that time. position nodes so that there is enough space for the monitor labels to display.Chapter 8: Script Administration Monitoring Scripts Monitoring Scripts After you save a routing or administrative script. When you monitor a script. Each target set also lists the number and percentage of calls routed to each of the targets in that set. You can now perform quick edits when monitoring a script. unless you have enabled Quick Edit from Monitor Mode as described below. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. (Because you cannot make any changes to a script while in Monitor mode. that is. Watching routing requests moving through a script in real-time helps ensure that the routing script is operating as expected.) Use the Script > Display Monitor Labels command while in edit mode to display blank monitor labels on each connection of the script. • Click OK.0(0) 157 . Enabling Quick Edit from Monitor Mode To enable Quick Edit from Monitor Mode: • From the Options menu. you can observe how it runs. labels appear on each connection in the script. view the script in Monitor mode.

click the Labels tab. Specify the following: ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.Chapter 8: Script Administration Monitoring Scripts Modified Monitor Labels The monitor labels have been modified for the following seven nodes. The second row of the monitor label for all of the listed nodes displays the Abort meter.Displays the number of calls aborted. How to Adjust Monitor Label Location To adjust the Monitor Label Location 1. In the Properties dialog box of a node within Script Editor. • Wait • Queue • Translation Route to VRU • DB Lookup • Gateway • ICM Gateway • Queue to Agent • Collect Data (displays only the Abort meter) • Menu (displays only the Abort meter) • Play (displays only the Abort meter) • Run External Script (Displays In Progress and Abort meter) The modified monitor labels can display two of the following three meters: • InQueue meter . • Abort meter . • InProgress meter . 2.Displays the number of calls in progress in the node. The top row of the Queue node monitor label displays the InQueue meter.0(0) 158 . The InProgress meter is displayed in the top row of all the monitor labels for all the listed nodes except the Queue node.Displays the number of calls in queue.

or half way in-between (Center). Starting Now. 2. From within an open script in the Script Editor workspace. then when the Script Editor is in Monitor mode. Initial monitor values are the values reported for the most recent 15-second interval. The script displays in Monitor mode in the Script Editor workspace. (Slider. 3. – 3. labels display for each connection from the node. From within the Enabled Scripts dialog box. select the Monitor radio button in the Open Script in Mode section and click Open. Select File > Open to access the Open dialog box and choose the Monitor option from the Open Mode drop-down list. Click OK to apply changes and to close the Select Properties dialog box. Initial monitor values are totals since midnight. Choose among the following options: – Start of Day. – – ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. do one of the following: 1. 2. do one of the following: – – Select Script > Monitor Options. Click Monitor on the status bar.0(0) 159 . If the box is not checked. How to Set Monitor Mode Options To set Monitor Mode Options 1. close to the targeted node (Destination).Chapter 8: Script Administration Monitoring Scripts – Label position. Initial monitor values are all zeros. A drop-down menu appears. (Checkbox. select Script > Monitor Script or click Monitor Script in the toolbar. In Script Editor. New values are added to these numbers every 15 seconds. Display monitor labels. How to Access Monitor Mode Within Script Editor. New values are added to these totals every 15 seconds. no labels display for connections from the node. For Each Interval. New values are added to these totals every 15 seconds.) Choose whether to display connection labels close to the node (Origin).) If this box is checked.

ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. rather than services.Chapter 8: Script Administration Monitoring Scripts – Percentages for Each Node. To display information about skill groups or scheduled targets. The Real-Time Data window opens. reorder the columns. remove existing columns. How to Change the Real-time Data Configuration To change the Real-time Data Configuration: 1. call type. Click Configure in the Real-Time Data window or select Script > Configure Real-Time Data. change the value in the field in the upper-left corner of the Real-Time Data window.0(0) 160 . the Real-Time Data window displays data about the Services referenced in the current script. All connections coming from each node add up to 100%. including statistics for each skill group. 3. The percentages for each connection are calculated by dividing the number of executions that passed through that connection by the total number of executions handled by the script. While in Monitor mode in Script Editor. The percentages for each connection from a node are calculated by dividing the number of executions that passed though the connection by the number of executions that entered the node. or scheduled target referenced in the script. For specific information about the real-time data. 2. (Scroll to the right to see additional columns. The window contents automatically change to show skill group data. 2. This updates the other fields: – The Real-Time Columns list contains all the real-time columns available in the database for the target type. To view real-time service or skill group data: 1. select Script > Display Real-Time Data. Select a Routing target type (Service. – How to View Real-time Data In viewing the number of contacts that pass through each branch of the script. click Close. Percentages for Entire Script.) The values in the screen are updated continuously as new real-time data arrives at the Admin Workstation. see the descriptions of the Service_Real_Time and Skill_Group_Real_Time tables in the Cisco ICM Software Database Schema Handbook. Scheduled Target. or Skill groups). service. The Configure Real-Time Data dialog box opens. By default. Use this dialog box to add new columns. When finished. you can also view real-time data about activity at the contact centers. or change the column labels.

or script selector. including: • The time that routing request was received • The dialed number (DN). AHT is used for Average Handle Time. How to View Router Logs You can view CallRouter log messages to determine how contacts have been routed and to see any errors ICM software has encountered in processing routing requests. Use the Move buttons to change the order of the selected columns.) 4. click Default Columns. The top field of the Router Log Viewer window displays information about each call ICM software has routed.) 6. To save the changes. (To change back to the default column order.0(0) 161 . Optionally. The abbreviated forms are typically three to four letters. If you select a column in the Routing Target Columns list. to edit a Routing Target Columns heading.) 5. including: • The time the error occurred • Text describing the error ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. The settings apply to the current and future Script Editor sessions. Use the Add and Remove buttons to move columns between the lists. Optionally. – 3. You Start Router Log Viewer from the ICM Admin Workstation group. The Router Log Viewer window opens. highlight the Routing Target Column name and click the Default Header button. (For example. (To change back to the default header. make changes within the Column Header field. the heading for that column appears in the Column Header field. click OK. and the caller's billing telephone number (ANI) • Any caller-entered digits (CED) • The label that ICM software returned to the routing client The bottom field of the window displays any errors that ICM software has encountered in routing calls.Chapter 8: Script Administration How to View Router Logs – The Routing Target Columns list contains the columns to be displayed in the Real-Time Data window. click the Short Headers / Long Headers radio buttons to change between the full and abbreviated forms of the default column headers.

Imported Object. If prompted. click OK. Select File > Export Script. the script can only be saved in . Optionally. 2. select an object from the Mapped To drop-down list on the target system that you want to map the imported object to. The Select Script to Import dialog box opens. (The Script Editor window also highlights the script nodes that refer to this object. The Export Script dialog box opens with the name of the current script and version number in the File name field. Click Save. The Script Editor performs automapping and the following happens: – If all imported objects were successfully auto-mapped. If the file name already exists. Choose a file name with an ICM Script extension (.ICMS) and click Open.ICMS format. 3. The Mapped To column's drop-down list shows all the valid objects on the target system. How to Import a Script To import a script: 1. change the File name. the system prompts you to confirm the save.Chapter 8: Script Administration How to Export a Script How to Export a Script To export a script: 1.? The Object Mapping dialog box contains three columns: – – – Object Types. The name of the imported object. Optionally. Select File > Import Script. with all unmapped objects labeled ?Unmapped. The type of the imported object. 2. – 3.) 4. You cannot change the file type.0(0) 162 . 4. Click OK to access the Object Mapping dialog box. Mapped To. a message window appears prompting you to review the mappings. Optionally. If some imported objects were not successfully auto-mapped. What this imported object will be mapped to. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. click an Imported Object value. the partially mapped script is opened as a new script in Import mode and the Object Mapping dialog box appears.

select an object from the Mapped To drop-down list on the target system that you want to map the imported object to. Click Save to apply your changes. 2. Set the number of script versions to be retained in the Retain Script Versions field.0(0) 163 . Within the Configuration Manager. How to Modify Script Version and Schedule System Information To modify script version and schedule system information: 1. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. The System Information window opens. select Tools > Miscellaneous Tools > System Information. 5. 4. 3. When the mapping is complete. Enter the Minimum Script Schedule Time.Chapter 8: Script Administration How to Modify Script Version and Schedule System Information Note: Optionally. click Apply and Finish.

Chapter 8: Script Administration How to Modify Script Version and Schedule System Information ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0) 164 .

or classes of users. users need at least reference access to objects to edit scripts that contain references to those objects. page 168 How to Create a Feature Control Set .Chapter 9 Script Editor Feature Control Script Editor Feature Control addresses the need of restricting users. An administrator has two means to restrict access to the editing features of Script Editor and Internet Script Editor: • Edit Options • Script Node Control Note: When ICM software is running on a partitioned system. a user needs at least reference access to skill groups to edit a script in which those skill groups are included in the Skill Group node. For more information about Feature Control. It is also possible for an administrator to use a combination of both feature control options. from some or all of the functionality of the ICM Script Editor software. page 169 How to Select Script Nodes for a Feature Control Set . In a possible deployment scenario. For example.0(0) 165 . an ICM software administrator can restrict certain people from doing specific types of script editing. This section contains the following topics: • • • • • Edit Options . page 166 Script Editor Feature Control . page 168 How to Assign Users to a Feature Control Set . page 169 ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. see the Cisco ICM Software Configuration Guide.

the Script Editor workspace background goes from gray to white. you can add. • If you are a full-edit user and are assigned to a feature control set. However. Edit is disabled and Quick Edit is enabled on the Script Editor toolbar. You might want to use Quick Edit mode so as not to accidentally change the structure of a script. Your Full Edit mode editing capabilities are determined by whether or not you are assigned to a feature control set: • If you are a full-edit user and are not assigned to a feature control set.Chapter 9: Script Editor Feature Control Edit Options Edit Options The administrator can assign one of two editing options: • Full Edit (Includes Quick Edit) • Quick Edit Only You can only access the Full Edit mode or the Quick Edit mode from the Monitor or the Browse modes. If you attempt to put this script into edit mode a message indicating you are not authorized to enter edit mode is displayed. When changing from Monitor or Browse mode to Full Edit mode. your ability to edit specific script nodes is determined by which nodes are selected in the Node Control table (located on the Script Editor Feature Control dialog) of the assigned feature control set. or delete any script. edit. edit. Full Edit (includes Quick Edit) Full Edit mode allows you to use Full Edit mode or Quick Edit mode when working with scripts. or delete any script or node. You only have Full Edit permissions for those scripts that do not contain nodes that are marked as unavailable to you in a feature set. however. you can add. you can still Quick Edit the script. Both Full Edit and Quick Edit are enabled on the Script Editor toolbar. Quick Edit Only Quick Edit mode allows you (the feature-control-set member) to work only with scripts in Quick Edit mode. and delete scripts containing the selected nodes. just not the node. If a script is opened that contains a disabled node. When changing ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. edit.0(0) 166 . You can still edit any script. Full Edit gives you restricted editing capabilities if you are assigned a feature control set. you can browse or monitor the script but you cannot put the script into edit mode. The Full Edit and the Quick Edit modes cannot be accessed from each other. This allows you to edit the structure of a script or to create.

) ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. • You cannot create or delete a script • You can access the Properties of any script node in any mode by either right clicking on the node and selecting Properties.0(0) 167 . then double-click the node you want to edit. the Script Editor workspace background goes from gray to yellow. any properties of the selected nodes that change the structure of a script or that reset previous reporting data cannot be edited in Quick Edit mode. • Script > Make Active Version is disabled. or by double-clicking on the node. • You cannot edit the Administrative Manager dialog (Script > Administrative Manager). How to access Quick Edit Mode Quick Edit can be accessed by performing any of the following steps: • Select Script > Quick Edit.Chapter 9: Script Editor Feature Control Edit Options from Monitor or Browse mode to Quick Edit mode. • Script > Make Active Version is disabled. In Quick Edit mode: • You cannot add or delete a node • You can adjust most of the properties of the script nodes selected in the Node Control table of your assigned feature control set. As a Quick Edit Only User: • You can only edit scripts through Quick Edit mode. • You cannot edit the Custom Functions dialog (Script > Custom Functions). (This is only available if Options > Preferences > Allow for Quick Edit from Monitor Mode is checked. • You cannot edit the Call Type Manager dialog (Script > Call Type Manager). • Click Quick Edit on the Script Editor toolbar. • Right-click in the Script Editor workspace and select Quick Edit. select. • From within the script in Monitor mode. • You cannot import scripts. • You cannot use the File > Script Locks tool. However.

The feature control set controls which script nodes are accessible to the user. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. Node Control Table The Node Control table (on the Configuration Manager Script Editor Feature Control dialog) has two columns. This column lists of all the nodes that can be used in a script. you can browse or monitor the script but you cannot put the script into edit mode. If a script is opened that contains a disabled node.0(0) 168 . Note: The Line Connector node is always available.Chapter 9: Script Editor Feature Control Script Editor Feature Control When in Quick Edit mode. If you attempt to put this script into edit mode a message indicating you are not authorized to enter edit mode is displayed. the Node column and the Available column. just not the node. connections. The feature set controls which script nodes are accessible to the user and which edit modes are available to the user. A script consists of nodes. routing targets. regardless of the edit mode (Full Edit or Quick Edit Only). Disabled nodes are removed from the object palette How to Create a Feature Control Set The system administrator can create a feature control set using the ICM Configuration Manager on the ICM distributor: Step 1 Step 2 Step 3 Ensure the users the feature set is to be assigned to are configured. Script Editor Feature Control Script Editor Feature Control allows an administrator to create feature sets that can be assigned to users. and comments. Every script begins with a Start node. disabled nodes are removed from the object palette. Select Tools > List Tools > Feature Control Set List. However. Start the Configuration Manager. Node Column A node is an executable element within a script. you can still Quick Edit the script. Available Column Available Column Each checked node in this column appears on the editing palette of the feature-control-set user. This table allows an administrator to create feature control sets that can be assigned to users.

In the Script Editor Feature Control dialog box. Step 6 How to Assign Users to a Feature Control Set Step 1 In Configuration Manager. Enter the name of the feature control set. select the name of the feature control set to be assigned. Click OK. select the nodes for this feature control set and an edit option (Full Edit or Quick Edit).Chapter 9: Script Editor Feature Control Script Editor Feature Control Step 4 Step 5 In the Feature Control Set section (on the left). click Add.0(0) 169 . Click Save. How to Select Script Nodes for a Feature Control Set Step 1 In the Feature Control Set List dialog box. use the User List tool to select a feature control set to associate with the user. Step 2 Step 3 Step 4 Step 5 ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. The name appears in the left section when Enter or Tab is pressed. Select Advanced (under Script Editor). Optionally. enter a description.

0(0) 170 .Chapter 9: Script Editor Feature Control Script Editor Feature Control ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.

page 172 Secure Socket Layer (SSL) Requirements for ISE. This topic contains information about Internet Script Editor in the following sections: This section contains the following topics: • • • • • • What Is Internet Script Editor?. you cannot edit security information for a script with Internet Script Editor. without the need for a full Administrative Workstation (AW). page 171 How Internet Script Editor Works. Note: When ICM software is running on a partitioned system. It uses HTTP to communicate with the ICM software distributor. page 172 How to Install and Upgrade Internet Script Editor. page 176 What Is Internet Script Editor? This section describes the Internet Script Editor application. Internet Script Editor works through the IIS Web server on ICM software distributor. you must use Script Editor. page 175 Troubleshooting Tools for Internet Script Editor. page 171 Internet Script Editor Requirements. How Internet Script Editor Works This section describes how Internet Script Editor works on and communicates with the ICM software distributor. you can use Internet Script Editor to work with routing and administration scripts. Internet Script Editor is an application you can use to work with routing and administration scripts.Chapter 10 Internet Script Editor (ISE) Instead of or in addition to Script Editor.0(0) 171 . ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. Internet Script Editor provides the same functionality as the ICM Script Editor software.

0(0) 172 . ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. Secure HTTP communications are enabled by the use of SSL 3.0) which implements encryption/decryption of client requests and server responses. Internet Script Editor Requirements This section describes Internet Script Editor requirements. the browser asks the user to choose whether to accept or decline the connection. etc. When the certificate has been generated. configuration data. palette. An IIS Web Server is used in the ICM environment for a number of applications. SSL works by using a private key to encrypt data that is transferred over the SSL connection. By convention.) being exchanged from a user running a web browser and the server hosting the application services. The menus. imported to Local Machine Store.Chapter 10: Internet Script Editor (ISE) Internet Script Editor Requirements The Internet Script Editor and the ICM Script Editor GUIs are essentially the same. A digital certificate is an attachment to an electronic message used for security purposes. This addresses the need to encrypt sensitive data (which includes user names and passwords. The most common use of a digital certificate is to verify that a user sending a message is who he or she claims to be. The differences between the two occur primarily in the method by which each application communicates with the ICM software. call control data in scripts. If a browser encounters a certificate who’s authorizing CA is not in the list.0 (in IIS 6. The SSL Encryption Utility (SSLUtil. a self-signed certificate does not provide any guarantee concerning the identity of the organization that is providing the website. and installed on the Web Server. Internet Script Editor is supported on following operating systems: • Windows 2000 • Windows 2003 • Windows XP Secure Socket Layer (SSL) Requirements for ISE Secure Socket Layer (SSL) is a protocol developed by Netscape for transmitting private documents via the internet. and work space are utilized in the same manner in both applications. and to provide the receiver with the means to encode a reply. ISE being one of them. Most Web browsers that support SSL have a list of trusted CAs (Certification Authoritys) whose certificates they automatically accept. A self-signed certificate is not automatically recognized by a user's browser(s) and.exe) provides the ability for both ICM Setup and System IPCC Setup to create and install a self-signed server certificate. URLs requiring an SSL connection start with https: rather than http:. toolbars. the virtual directories and/or web pages are enabled for SSL and get configured with 128-bit security for the entire session.

If the client cannot connect to the server. the client always uses the default port setting (80) unless communications fail then both the server and the client communicate using HTTPS (still using port 80 . the server sends the certificate to the client. The client presents the certificate prompt. An upgraded ISE client uses the connection that was previously configured.0(0) on Windows 2003. This enables you to change the default SSL settings (implemented by Setup). the client sends the encrypted user account and password. it sents the user account and password in plain text. and the encrypted flag had to be set on the ISE client. If you areinstalling a new ISE client. With ICM/IPCC release 7. For an ICM/IPCC release 7. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. During upgrades. ICM setup now configures the SSL connection (using port 443) by default and sets up the certificate on the ISE server (the Distributor AW). Internet Script Editor Client While Cisco supported SSL on Windows 2000 for previous versions of ICM. it fails over and tries to connect to the server via HTTPS. In addition. the ISE client did not check to see if the certificate was valid or not. 1. ICM setup does not configure an SSL connection or setup the certificate. It also sets the encrypted flag in the registry so that the next time it will use HTTPS. if you decide to keep the client at Windows 2000. If the client required an SSL connection (using port 443). an HTTPS connection is configured by default. the server had to be manually configured. – After the HTTPS connection is established.no change). unless it has been previously saved locally. It then establishes the session with the server via HTTP. HTTP was setup as the default connection using port 80. If the HTTPS connection is setup successfully. If the encrypted flag is not set: – The client starts with setting up an HTTP connection.Chapter 10: Internet Script Editor (ISE) Secure Socket Layer (SSL) Requirements for ISE Install the standalone SSL Encryption Utility on the AW Real-time Distributor (in the AW Program Group) and the WebView Server (in the /icm/bin directory). This utility contains the functionality to regenerate the self-signed certificate and replace the IIS installed certificate as needed. When the ISE client connects to the server. the certificate setup on the server.0(0) system on Windows 2000.0(0) 173 . If the client successfully connects to the server. one of the following occurs.

the secure connection is automatically configured to the default setting of 443 for SSL. the secure connection is automatically configured to the default setting of 443 for SSL. the server sends the certificate to the client. you must manully unset the flag in the login screen. the initialization is the same for every HTTP request. However.0(0) 174 . the server sends the certificate to the client. Note: ISE client is able to revert back to unencrypted communication over port 80 if it fails to establish an HTTPS session.Chapter 10: Internet Script Editor (ISE) Secure Socket Layer (SSL) Requirements for ISE Figure 103: Security Alert Dialog Box 2. If you select Yes. the client sends the encrypted user account and password. or not. During new installations on MS Windows 2000 and Windows 2003. If the encrypted flag is set: – – The client starts with setting up an HTTPS connection. it does not set the encrypted flag in the registry so that the HTTPS connection will still be initiated the next time. unless it has been previously saved locally). After the HTTPS connection is established. If you want to use the HTTP connection for all future connections. During runtime. it prompts you to determine if it should failover to try to connect to the server via HTTP. The client presents the certificate prompt (see the Security Alert Dialog Box (page 174)). If the client cannot connect to the server. After the HTTPS connection is established. If the client successfully connects to the server. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. the client sends in the user account and password in plain text once the HTTP connection is established. During upgrades on clients with Windows 2003.

and Password.exe and execute the file. where server-name is the name of the computer on which you installed the distributor with the Internet Script Editor client package. Select the default Destination Folder by clicking Next. as well as in the Start menu in the Programs/Cisco Systems Inc. When the InstallShield Wizard indicates the installation is complete. You can also open the iscripteditor. When the InstallShield Wizard for Internet Script Editor starts. Click Save to begin the download.exe file directly from the Web page Step 2 Step 3 Step 4 Step 5 Step 6 Step 7 Step 8 Step 9 Navigate to the directory where you want to save iscripteditor. Port.0(0) 175 . ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. On your desktop. Click Connection. click Next to continue. click Finish. . and then click Next. Enter your User Name and Password. navigate to iscripteditor. When the download is complete. Step 10 A shortcut for Internet Script Editor (IScriptEditor) appears on the desktop. and ICM Instance information. close the browser. Enter the Domain of the ICM system. program group. Click OK.exe. Click Download Internet Script Editor. Click OK. or click Browse to navigate to the desired Destination Folder. To start Internet Script Editor Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Step 7 Double-click the desktop shortcut for Internet Script Editor (IScriptEditor). Enter the correct Address.htm. then click OK.Chapter 10: Internet Script Editor (ISE) How to Install and Upgrade Internet Script Editor How to Install and Upgrade Internet Script Editor To install Internet Script Editor: Step 1 Point your browser to server-name/install/iscripteditor. Enter your Domain and User Name.

if there is a newer version. You are not able to use Internet Script Editor during the upgrade. above. A Web page opens from which you can download the new Internet Script Editor. Because the client runs on hardware completely outside of Cisco control. typically involving protocol or database changes. Server-Side Internet Script Editor Troubleshooting Tools The following table describes the server-side Internet Script Editor troubleshooting tools: Troubleshooting Method Description IIS Logs IIS logs its activity to system event log or to an ODBC data source. These logs are located in: Internet Script Editor is built without symbol tables to keep it small. Other upgrades. Watson output more difficult to debug. Watson PCAnywhere Internet Script Editor writes to EMS logs and purges old logs on startup just as ICM Script Editor does. Step 2 From this point. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. Note: Some upgrades are optional.Chapter 10: Internet Script Editor (ISE) Troubleshooting Tools for Internet Script Editor Step 8 Upgrade Internet Script Editor as necessary. To upgrade Internet Script Editor After you start Internet Script Editor. follow the directions on installing Internet Script Editor. no support for remote control debugging is provided. Troubleshooting Tools for Internet Script Editor This section describes the tools that you can use to troubleshoot the Internet Script Editor Client-Side Internet Script Editor Troubleshooting Tools The following table describes the client-side Internet Script Editor troubleshooting tools: Troubleshooting Method Description EMS trace files Dr. you receive a message informing you that you can upgrade Internet Script Editor. This makes Dr. these upgrades typically contain GUI enhancements. are mandatory. You cannot use Internet Script Editor until you accept mandatory upgrades Step 1 Accept a software upgrade.0(0) 176 .

no support for remote control debugging is provided. System administrators can use the Dumplog utility to display the contents of the logs. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0) 177 .Chapter 10: Internet Script Editor (ISE) Troubleshooting Tools for Internet Script Editor Troubleshooting Method Description EMS trace files PCAnywhere ISAPI DLL generates trace output on the distributor. Because the client runs on hardware completely outside of Cisco control.

Chapter 10: Internet Script Editor (ISE) Troubleshooting Tools for Internet Script Editor

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Chapter 11
Scripting in an IPCC Environment
IPCC Gateway
The IPCC Gateway PG allows either a site IPCC Enterprise system, or an IPCC Express system, to connect to an Enterprise ICM. The Enterprise ICM views either as an ACD.
Figure 104: IPCC Gateway PG

For IPCC Enterprise, this is important since it allows a "parent" ICM to monitor and send calls to a "child" IPCC Enterprise system. Previous to the IPCC Gateway feature, doing this using intelligent (PG based) routing was not possible. This allows better scaling, resiliency, and simpler, more standardized scripting across sites. The Gateway PG looks to the ICM like any other PG, it does not look like IPCC. It has two different Peripheral types to allow connection to either a "child" IPCC Enterprise system, or an IPCC Express system. These are listed as “IPCC Enterprise Gateway” and “IPCC Express Gateway” respectively in the setup screen for the PG. The Gateway PG does not support third

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party call control (CTI) so that all agent desktops, etc. are connected to the child IPCC Enterprise system, or the IPCC Express system. The link supports voice only. The child system may support multi-media but the ICM only routes voice calls to the child. Object tracking is accomplished the same as on all legacy PIMs, through matching Peripheral Numbers on the Agent, Skill Group, and Service Table. Routing to the child is to peripheral targets (Skill Groups/Services) as with all legacy TDMs, in contrast to IPCC. All normal TDM functionality is supported: Pre-Routing, Pre-Routing with Translation routing, post routing, etc. Third party call control is the only exception. Full variable passing is done between the parent and child (you can send/receive call variables 1-10 and ECC variables). Scripting is consistent with traditional PGs, not IPCC. Scripts use LAA, MED, target services, and skill groups; but not agents. Note: NCT is not supported with either the Express or Enterprise Gateway. This is due to the CTI control being on the ACD (Child) rather than on the enterprise ICM.

Deploying IPCC Gateway for IPCC Enterprise
Where to deploy IPCC Gateway for IPCC Enterprise: • The gateway PG is ideal for deployments that have several call centers spread geographically. • The call centers are independent of the ICM Central Controller so in a WAN outage, the call centers (System PG systems) can operate totally independently of the ICM. • The gateway PG is also an ideal way to integrate new IP call centers into an existing ICM environment with many TDM ACD sites. Note: In a single script node (MED) peripherals that are legacy and gateway type can be used to select the best "site" to send the call to. How does it work: • The gateway PG works by monitoring all the events that happen on the child IPCC system. This is identical in function to a PG/PIM connected to any other ACD. By knowing the active call and agent states the ICM router can have information available to decide if that "site" is the best to send a call to. • The child system can also send up route requests to the parent ICM to decide where to send a call (Post/Translation routing). • The event monitoring is accomplished by the PIM connecting to the child systems CTI Server modified version of the CTI Protocol.

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Object Mapping Overview (Enterprise) • Agents on the child map to Agents on the parent • Skill Groups on the child map to Skill Groups on the parent • Call Types on the child map to Services on the parent. Note: This is due to the child's reporting being based on CallTypes and the parents reporting being based on services.

IPCC Gateway for IPCC Express Features
• The gateway PG for IPCC Express allows an IPCC Express IP-ACD to be integrated into an ICM-Enterprise solution. • Post and translation routing are supported. • Call variable transfer is supported. Object Mapping Overview (Express) • Agents on Express child map to Agents on the parent by Agent ID. • CSQs on the child map to Skill Groups on the parent by CSQ ID. • Applications on the child map to Services on the parent via by Application ID. • There is no direct mapping of Service Member. This needs to be done manually on ICM based upon the Select Resource steps in scripts on Express.

IPCC Enterprise
This topic contains the following information and recommendations for writing routing scripts when ICM software is part of an IPCC Enterprise environment:

Prioritizing Agents
You can prioritize agents within a skill group by: 1. Using a Select node and grouping the agents that have a higher priority in a skill group in the first Select Longest Available Agent (LAA) node, 2. then looking for available agents in a subsequent Select node that has another lower priority grouping of agents.

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Chapter 11: Scripting in an IPCC Environment Prioritizing Calls

This is done in the case where there are idle agents when a call comes in. The order of the Select nodes within the script determines the agent prioritization.

Prioritizing Calls
When a call is queued to a skill group because there are no agents available, the Queue to Skill Group node sets the call's priority. The Queue Priority node can then promote the call's priority based on time the caller has waited. The call can be queued to multiple skill groups with the same or different priorities. If there are calls in the agent's skill group queues when an agent becomes available, the agent will be presented with the highest priority (1-10 with 1 being the highest priority) call that has waited the longest within the skill group(s) that the agent is assigned to.

Checking for Available Agents
A script that routes to IPCC agents needs to check for an available agent within a skill group. If an agent is not available, then the script should use a Queue to Skill Group node. The script execution will end when an agent becomes available or when the caller disconnects.

Using the Select Node
You can use the Select node to check for the Longest Available Agent (LAA). However, the Select node cannot check for Minimum Expected Delay (MED) of a service, because IPCC skill groups do not have a valid expected delay because the calls in the queue are on the IVR PG service. Do not put LAA Select nodes after a Queue to Skill Group node for the same skill group. This node can only be used if the call is not already queued to a skill group. There is, however, a lengthy workaround to determine the MED for a call using an IF node. See Estimated Wait Time Queing (page 237)

Queuing to a Skill Group
If you use the Queue to Skill Group node instead of Queue to Enterprise Skill Group, then do not use the base priority within the Queue node unless the option is enabled in the router through the registry. If agents are assigned to base skill groups, use base skill groups in this node; if they are assigned to sub-skill groups, use sub-skill groups. If the script has both Queue to Skill Group and Queue to Enterprise Skill Group nodes, then do not include skill groups defined within the Queue to Skill Group nodes that belong to the enterprise skill groups that are defined within the Queue to Enterprise Skill Group node.

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If the IVR port plays a busy tone from a . then IP IVR will tell CallManager to return a busy signal. then the IP IVR port will play a busy tone from a .wav file then. answer supervision will be returned to the far end.0(0) 183 . If a Busy CTI Route point and CTI port are not defined on CallManager and IP IVR and the call is already connected to an IP IVR port. the CallManager returns a fast busy to the caller for 30 seconds and then the call is disconnected. 800#). If a Busy CTI Route point and CTI port are defined on IP IVR and CallManager. Using the Ring Node You can use the Ring node for diverting blacklisted callers. The one CTI port can be used for multiple calls. In IP IVR Administration. then use the Cancel Queuing node. Using the Busy Node Use the Busy node for initial overflow conditions. A Busy CTI route point and one CTI port need to be defined on CallManager and associated with the IP IVR user. then the Contact Center will accrue the charges. The call will be given ringback tone until the caller hangs up. The Cancel Queuing node takes the call out of all the skill groups it is queued to. you need to define a new CTI Route Point of Type Ring No Answer whose dialed number matches what was previously defined on CallManager. If the call is not at an IVR port and the Busy CTI Route point is not defined on CallManager and IP IVR and ICM returns a busy label to CallManager. but you do not have to define CTI ports. In IP IVR Administration. a new CTI Route point of Type Busy and a CTI port need to be defined whose dialed numbers match what was previously defined on CallManager. This means that if this is the initial treatment given the caller. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. This would cause charges to occur for the call. otherwise the caller has to pay. then no charges will be accrued for this call.Chapter 11: Scripting in an IPCC Environment Canceling Queuing Canceling Queuing If the call needs to be taken out of a skill group. It is supported as a post route from CallManager. Define a label of type Ring with a Label field corresponds to the CTI Route Point dialed number in CallManager and IP IVR.wav file for 30 seconds and then disconnect the call. You need to define a Ring No Answer CTI port group in CallManager. If the call is a toll free call (for example. Do not use this treatment if the call has already received ringback tone or given announcements or music. No answer supervision will be returned for this call since it is not connected to a IVR port. Define a label of type busy with a Label field that corresponds to the aforementioned CTI Route point dialed number in CallManager and IP IVR.

Do not use this node if the call has already received ringback tone or announcements or music. the "caller" is not required to be an agent. If the agent is not available. It is supported as a post route from CallManager. This means that no charges will be accrued for this call. No answer supervision will be returned for this call since it is not connected to a CTI port. The call will be given busy tone for 30 seconds before it is disconnected on CallManager. No configuration needs to be done within CallManager or IP-IVR.Chapter 11: Scripting in an IPCC Environment Using the Release Call Node Using the Release Call Node Use the Release Call node for initial overflow conditions. Using the End Node The End node will either try default routing. the script queues the call to a skill group. or if there is no default label. it sends an error (dialog fail) to the routing client. No label needs to be defined within ICM. The Agent to Agent node can also be used to send a call to the agent. the router checks agent availability before sending the call to the agent.0(0) 184 . Call Treatment Comparison Attributes/Treatment Busy Node Ring Node Release Node End Node Answer Supervision # No if Busy CTI Route Point No defined # Yes if Busy CTI Route Point not defined Yes (only 1 CTI port needed) Initial treatment only Overflow Conditions No Anytime Blacklisted Callers No No Voice port required Timing Applications No No Initial treatment only Initial treatment only Overflow Conditions Overflow Conditions CallManager CallManager Treatment provided by IP IP IVR IVR Using the Agent to Agent Node You can use the Agent to Agent node for agent to agent transfers. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.

ICM sends the call to the IVR port for queuing: 1. the call will not be connected to the agent. put the VRU script in a non-interruptible mode. if during the time that the caller is interacting and listening to the non-interruptible VRU script. Non-Interruptible If the VRU script is collecting digits from the customer in order to ascertain information regarding the caller that is crucial for a screen pop or call routing. Using IVR as a Queue Point IPCC relies on the IVR to queue the call while it is waiting for an available agent. Provide announcements or music or expected wait time or initial position in queue to the caller while they are waiting for an agent. ICM will automatically instruct the IVR to route the call to the agent through the Connect message. ICM only looks for available agents for that call when the VRU script is finished and the call executes an ?interruptible node? such as a Wait node or a Run External Script node for a VRU script that is interruptible. Allow the caller an option to leave a message if the caller does not want to wait for an agent. 2. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. an agent becomes available. Using the Scheduled Select and Divert Label Nodes CallManager does not support the Scheduled Select node and Divert Label node. it will be answered before calls that came in afterward it (assuming the same priority). maintain its place in the queue so when the call does become available for an agent. To provide the call with a termination point that will allow the VoIP Gateway to return the correct signals or messages back to the PSTN. If a call was queued to a skill group through a Queue to Skill Group or Queue to Enterprise Skill Group node and then sent to VRU in order to hear a non-interruptible VRU script. 3. When an agent becomes available. however.Chapter 11: Scripting in an IPCC Environment Using the Service and Enterprise Service Nodes Using the Service and Enterprise Service Nodes You do not need the Service node or Enterprise Service node to route calls to IPCC agents because services are not required for IPCC agents. Interruptible vs.0(0) 185 . You cannot use these nodes to route calls to IPCC agents. To obtain further information from the caller that is not sent from the network The IVR will let ICM know when the caller disconnects via the Event Report Message with Event Type of either DISCONNECT or ABANDON. The call will.

Chapter 11: Scripting in an IPCC Environment Using IVR as a Queue Point For announcement and music type of treatments. Using the Translation Route to VRU Node The Translation Route to VRU node is used by Type 2 IVRs that are post routed from CallManager. Types 2 and 6 can be Network or On-premise IVRs. IVR (VRU) Types Listed in the table below are the IVR types that are supported for IPCC These types are defined in ICM in the Network VRU Configuration. script node used and IVR port status. The call can be a pre-route from the IXC or it can be a post route from a CallManager CTI Route point. In this case. These IVR types are used by ICM to determine the routing client. This allows the call to be connected to the first available agent even while the caller is listening to a VRU script. Neither the VRU or ICM script can overwrite this setting. or any Queueing node Yes No Yes Yes Usually the IVR has been configured to support only one IVR type. The Translation Route to VRU node is typically followed by a Run External Script node. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. 7 can only be Network IVRs. but at another routing client. the IVR type must be defined as Type 2. Translation routing is needed for: • Cradle to grave reporting (Termination Call Detail Reporting) • Ability to send call context data like the calling line ID or dialed number to the IVR • Ability to check if the IVR peripheral is online or if all IVR ports are busy before sending the call. 7 6 9 Yes No Yes Yes Post-route from CallManager Translation Route to VRU Pre-route Post-route from IVR Queueing for System IPCC Send To VRU N/A Send To VRU. although IP IVR can support both Type 2 and Type 6 based on whether the call is routed directly to the IVR or the call comes into a Translation Route point. However. If some checking is done before the Run External Script node is executed. put the VRU Scripts in interruptible mode. Information obtained from the caller during the IVR session can be passed to ICM for further processing. under the Add Network VRU script configuration. The Translation Route to VRU node is used to send the call to the IVR port. when the call is not at the IVR. the time it takes ICM to execute the nodes in the script must not exceed the IVR Request Time-out timer. You set the interruptibility of a VRU script through the Configuration Manager. Type 3. routing type.0(0) 186 . IVR Type Routing Client Routing Type Scripting Node Used to Send to IVR ICM Knows IVR Port Status 2 3.

0) and/or – 1 Web Collaboration option (version 7. See Also Cisco ICM Software: IP Contact Center Installation and Configuration Guide Cisco ICM Software: IP Contact Center Administration Guide Cisco ICM Software: IP Contact Center Laboratory Guide System IPCC Deployments • 3 Main IPCC deployments supported – Demo/Pilot System – not for production use – Small to Medium System – up to 300 agents – Large System – up to 1000 agents • Each deployment can be duplexed • Each deployment requires specific MCS hardware (or the exact equivalent) – Each deployment has a different box count • Each deployment can optionally support – 1 Outbound option and/or – 1 E-Mail Manager option (version 7.0) • Each deployment can talk to one CallManager cluster and up to 5 IP-IVRs The following diagram shows the most distributed deployment of System IPCC.0(0) 187 . but this is an overall diagram of how the components go together. Not all of these components must be on separate boxes. This ensures that the default skill group does not capture statistics for any ICM-routed calls. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.Chapter 11: Scripting in an IPCC Environment No Default Skill Groups in Routing Scripts No Default Skill Groups in Routing Scripts Ensure your ICM routing scripts do not reference the default skill group.

• A standalone IPCC PG providing seamless configuration and intelligent call reporting features.Chapter 11: Scripting in an IPCC Environment System IPCC Figure 105: System IPCC Deployment IPCC System PG IPCC System PG can be used as: • An integration point for the IPCC Gateway PG. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0) 188 .

0(0) 189 . • Only IP IVR is supported in this release. however. • Scripting and reporting are more intuitive. • IPCC System PG feeds most configuration elements to CTI Server for retrieval by IPCC Gateway PG (e. direct use of Queue to Skill Group node and integrated IVR and CCM reporting. e. IVR peripherals are hidden behind CCM (single routing-client interface like the ACD model). Interworking System IPCC and IPCC Gateway • IPCC Gateway PG is an all-events CTI client receiving consolidated state information through CTI Server attached to IPCC System PG. • CCM peripherals within System IPCC can share the common IVR resources if JTAPI triggers are partitioned properly. • A mixture of CCM and IVR peripherals can operate within System IPCC. auto-configuration and device monitoring). • Each IVR is configured in the Network VRU Bank table as Type-9 with a single network label to allow load-balancing and correlation-id based routing (no translation-routes). • IPCC System PG diverts routing of all calls arriving on controlled DNs to IPCC Gateway PG. queue point. • Seamless configuration is achieved through IPCC Web Administration Tool (one CCM peripheral and five IVR peripherals are pre-configured).g. • Device Targets are no longer required. • Same caller redirected between IVR and CCM is captured in single termination call detail record (TCD).Chapter 11: Scripting in an IPCC Environment System IPCC Overview • System IPCC is similar to Generic PG with co-resident CCM and IVR peripherals (PIMs).g. • System IPCC presents a single peripheral interface to IPCC Gateway PG through consolidated reporting of agent and call states. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. • IPCC System PG ensures consistent reporting by sending events to CTI Server when certain call attributes change such as call type. CVP is not supported in the Network VRU Bank table.

• Combined reporting of agent and IVR activity. dialed number plan. • System IPCC is easier to configure and script than IPCC Enterprise PG. • System IPCC's network IVR is equivalent to ICM's network VRU. • System IPCC does not support post routing. Scripting in an IPCC Express Environment The scripts on Parent ICM must match the scripts on the Child IPCC Express system. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0) 190 . System IPCC to ICM Object Mapping Following is a list of ICM objects either not used or renamed in System IPCC: • System IPCC does not use or require these ICM objects: services. • System IPCC does not support sub skill groups. labels. device targets. You can design ICM scripts to interact with IPCC Express scripts in an IPCC Express system integrated with an ICM system through the IPCC Gateway. This means that. the IPCC Express environment is treated no differently than any other legacy ACD. In such an integrated system. the IPCC Express software is linked as an ACD to the ICM software. IP IVR must use SCI. • System IPCC's call variables are equivalent to ICM's expanded call context variables. IPCC Express In terms of scripting and routing. translation routes. • System IPCC presents a single routing client interface to Central Controller.Chapter 11: Scripting in an IPCC Environment IPCC Express Summary • System IPCC can be deployed standalone with a mixture of CCM and IVR peripherals. the script on child IPCC Express system must be designed to handle that route-point label. if the parent ICM script returns a route-point as label. • System IPCC presents a single peripheral model to IPCC Gateway PG. and trunk groups. persons. • CVP is not supported.

Chapter 11: Scripting in an IPCC Environment IPCC Express In an IPCC Express environment . ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. you can use three types of variables: • Local variables • Cisco predefined enterprise call variables • Enterprise Expanded Call Context (ECC) variables IPCC Express uses enterprise Call Variables and enterprise Expanded Call Context Variables when passing data between the integrated systems that make up an IPCC Gateway system: • the Cisco ICM Enterprise Server • the Cisco IPCC Express system • the Cisco Agent Desktop The Set Enterprise Call Info and Get Enterprise Call Info steps are used to take data stored in a local IPCC Express script variable and to make it available for display in the Cisco Agent Desktop or for use in an ICM script. the Parent can return the following labels to a Child IPCC express: • Route-points or DN (local or remote) – The Child IPCC Express script must be designed to redirect the call to that route-point.0(0) 191 . Using Variables in an IPCC Express Environment In IPCC Express scripts that interact with ICM scripts through the IPCC Gateway. • CSQ ID – The Child IPCC Express script must be designed to use skill based routing and queue the call to that CSQ. • Agent-ID – The Child IPCC Express script must be designed to use Agent based routing and send the call to that agent.

Enterprise Expanded Call Context (ECC) Variables The Cisco ICM Enterprise Server. the Cisco IPCC Express system.PeripheralVariable1 to Call. and the ICM software. Enterprise Expanded Call Context (ECC) data fields are used by all applications in the IPCC Express Cluster. the Cisco Agent Desktop. and the Cisco Agent Desktop support these call variables for passing data among themselves. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. There can be as many as 200 user-defined fields defined in the Field List (index numbers 0-199) of expanded call variables. the IPCC Express system can use the ICM system for post-routing.CallerEnteredDigits • Call. These field values do not appear in the ContactCallDetail records as there are no fields reserved for them. If you need more call variables than those predefined in the General tab.AccountNumber The Cisco ICM Enterprise Server. See Also Cisco CRS Scripting and Development Series: Volume 2. Editor Step Reference Guide Example IPCC Gateway Post-routing Scripts In IPCC Gateway deployments where the IPCC Express system is the child system.Chapter 11: Scripting in an IPCC Environment Example IPCC Gateway Post-routing Scripts Cisco Predefined Enterprise Call Variables You can use the following Cisco predefined strings as enterprise call variables in IPCC Express in the Set Enterprise Call Info and Get Enterprise Call Info steps to pass information between the ICM system and the IPCC Express system: • VRU Script Name • ConfigParam • Call. connected to an ICM. the Cisco IPCC Express system. Note: Every enterprise ECC variable must be separately defined on all parts of the system that sends and receives the variable data: the CRS Editor in IPCC Express. that is.CallingLineID • Call. use Expanded Call Context (ECC) variables. IPCC Express has pre-defined ECC variables.0(0) 192 . and the Cisco Agent Desktop can also pass ECC variables to each other.PeripheralVariable10 • Call.

The following are three sample post-routing scripts that illustrate three different ways of post-routing through the Cisco IPCC Gateway.0(0) 193 . • PostRouteSelectSimple. the call is routed to an agent. In the first sample script. The following figure displays labels used in these examples.Chapter 11: Scripting in an IPCC Environment Example IPCC Gateway Post-routing Scripts Post-routing is typically used to enable the ICM to determine the best routing solution based on the current situation of the call center. And in the third sample script. These are the sample scripts: • PostRouteSelectCSQ. or a route point.aef – The RouteRequest step returns a label corresponding to a CSQ which is used in the select resource step. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. an agent. In the second sample script. Each of the following ICM scripts are extremely basic (simply returning a label to either a CSQ. Note: The ICM script developer must work with the IPCC Express script developer so that the correct ICM script calls the correct IPCC Express script and vice versa. the script accepts the call from the Cisco CallManager in the IPCC Express system and then queries the ICM through the Request Route step. the call is routed to a CSQ. an agent or a route point) and are used for example purposes only. the call is routed to a route point. Each of three sample IPCC Express scripts presume an ICM script designed to interact with the IPCC Express script. depending on what IPCC Express resource is wanted: a CSQ. In each of these examples. • PostRouteSelectAgent.aef – The RouteRequest step returns a label containing an IPCC Express route point which is used in the call redirect step. IPCC Express then routes the call based upon the return value of the Request Route step supplied by the ICM. The most important point from these examples is that the ICM and IPCC Express script writers need to work together during both design and implementation to ensure that the correct type of information is returned by the ICM script via the IPCC Express Route Request step and is used properly by the IPCC Express script to route the call appropriately.aef – The RouteRequest step returns a label corresponding to an agent extension which is used in the select resource step.

0(1). as it appears in the CRS Editor window. Getting Started with Scripts. refer to the "Designing IPCC Gateway Scripts" chapter of: Cisco CSR Scripting and Development Series: Volume 1. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.Chapter 11: Scripting in an IPCC Environment Example IPCC Gateway Post-routing Scripts Figure 106: Label Node Properties Example IPCC Express and ICM Scripts that Select a CSQ The following figure displays an example script using the Select Resource step to route the call to a member of a CSQ. For additional information on this IPCC Express script. Release 4.0(0) 194 .

0(0) 195 .aef The following is an example of an ICM script that works with the example IPCC Express script above to route the call to a member of a CSQ.Chapter 11: Scripting in an IPCC Environment Example IPCC Gateway Post-routing Scripts Figure 107: PostRouteSelect CSQ. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.

ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. Release 4. Getting Started with Scripts. The Select Resource step fails if the selected agent is in any state other than ready. refer to the "Designing IPCC Gateway Scripts" chapter of: Cisco CSR Scripting and Development Series: Volume 1. Note: For agent based routing to succeed.0(0) 196 . depending on the design of the script.Chapter 11: Scripting in an IPCC Environment Example IPCC Gateway Post-routing Scripts Figure 108: Post Route to CSQ Example IPCC Express and ICM Scripts that Select an Agent The following figure displays an example script using the Select Resource step to route the call to a specific agent (agent-based routing). The ICM can determine the current state of an agent although there is no guarantee that the state of the agent state will not change between when the ICM returns information and the IPCC Express script routes the call based on that information although. the time between the two should be extremely small making it unlikely that this would occur. as it appears in the CRS Editor window.0(1). For additional information on this IPCC Express script. the state of the selected agent must be ready.

Chapter 11: Scripting in an IPCC Environment Example IPCC Gateway Post-routing Scripts Figure 109: PostRouteSelectAgent.0(0) 197 .aef The following is an example of an ICM script that works with the example IPCC Express script above to route the call to an agent. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.

Release 4.Chapter 11: Scripting in an IPCC Environment Example IPCC Gateway Post-routing Scripts Figure 110: Post Route to Agent Example IPCC Express and ICM Scripts that Select a Route Point (Redirect) The following figure displays an example script using the select from the Call Redirect step to place a new call to a route point. refer to the "Designing IPCC Gateway Scripts" chapter of: Cisco CSR Scripting and Development Series: Volume 1.0(0) 198 . ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(1). as it appears in the CRS Editor window. Getting Started with Scripts. For additional information on this IPCC Express script.

0(0) 199 .Chapter 11: Scripting in an IPCC Environment Example IPCC Gateway Post-routing Scripts Figure 111: PostRouteSimple.aef IPCC Express script above to select a route point for the call. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.aef The following is an example of an ICM script that works with the example PostRouteSimple.

The dynamic routing client feature is used when an outbound agent transfers a call using CVP/ISN to a Type 2 VRU.Cisco CVP was formerly called Cisco ISN). ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. Make sure the routing client for the translation route labels is CallManager. For CVP.0(0) 200 . You can not use this feature in the Direct Preview or the regular Preview modes.) Note: The transfer to IVR feature is only supported for Outbound Option on Cisco IP Contact Center (IPCC Enterprise). Controlling the OutboundControl Variable and Skill Group Reservation Percentage Using an Administrative Script Use the ICM Script Editor application to create an administrative script for each skill group to control the OutboundControl variable and the skill group reservation percentage (one script can be used to control all Outbound Option skill groups or multiple scripts can control multiple Outbound Option skill groups). Outbound Option supports both Type 7 and Type 5 (CVP/ISN Comprehensive Model . which makes the outgoing call. Transfer to IVR campaigns might require translation routes if using a Type 2 IVR. If the OutboundControl variable is not set.Chapter 11: Scripting in an IPCC Environment Scripting in an Outbound Environment Figure 112: Post Route to a Route Point Scripting in an Outbound Environment Outbound Option only supports both Type 2 (Generic PG environment) and Type 9 (IPCC System PG environment). The Outbound Option Dialer looks at the value of the OutboundControl variable to determine which mode each skill group uses. (Note that translation routes are not required when using the IPCC System PG. so refer to the IPCC Installation and Configuration Guide for Cisco IPCC Enterprise Edition for details about setting up translation routes. create a transfer to IVR campaign. If using the transfer to IVR feature. If using the transfer to IVR feature. the skill group defaults to inbound. create a transfer to IVR campaign.

a Set node. the system might deliver the agent another preview outbound call or a new inbound call. 3. but could be used for an outbound preview call when available. At this point. Open the ICM Script Editor application. – – – – ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. PREDICTIVE_BLENDED: Agents receive inbound calls. The agent might then Accept the call: Dials the customer and transfers the call to the agent. but could be used for an outbound call when available. an End node. but could be used for an outbound call when available. Create an administrative script using a Start node. Reject-Close the call: Rejects the current preview call and closes the record so it will not be called again. Skip the call: Agent receives another customer call. the Predictive Dialer transfers the customer to a live agent along with a screen pop to the agent’s desk. and an If node (all required). Reject the call: Releases the agent. You can not use this feature in the Direct Preview or the regular Preview modes. PREDICTIVE_ONLY: Dials several customers per agent.Chapter 11: Scripting in an IPCC Environment Scripting in an Outbound Environment Note: The transfer to IVR feature is only supported for Outbound Option on Cisco IP Contact Center (IPCC Enterprise). Skip-Close the call: Skips the current preview call and closes the record so it will not be called again. After reaching a live contact. PREVIEW_ONLY: Reserves an agent prior to initiating an outbound call and presents the agent with a screen pop. – PREVIEW_BLENDED: Agents receive inbound calls. Note: Use the Set node to set skill group variables (OutboundControl and OutboundPercent). OutboundControl Variable Settings – INBOUND: Indicates that this skill group is disabled for outbound use and only takes inbound calls. Set the OutboundControl variable. PREDICTIVE_BLENDED: Agents receive inbound calls. The predictive algorithm is designed to calculate the number of lines to dial per available agent to keep agent wait time to a minimum. How to create an administrative script to control the OutboundControl variable and skill group percentage: 1.0(0) 201 . 2.

such as phone ringing or busy signal. • See the “IPCC System PG (page 200)” section for sample administrative and routing scripts for the IPCC System PG. Note: Use the Set node to set skill group variables (OutboundControl and OutboundPercent). Note: • Refer to the ICM Script Editor online help for detailed information about using ICM Script Editor. and the OutboundPercent variable is set to 50%. – – – 4. The following illustration displays a very simple administrative script where both the OutboundControl variable and the outbound percentage are set for a skill group. Set the OutboundPercent variable by entering the agent percentage in the Value field of the Set Properties window. but a fixed number of lines will always be dialed per available agent. and hear ring tones. Make sure that the skill group being controlled is the base skill group. Although agents may be logged into just the primary or secondary skill group. PREVIEW_DIRECT_BLENDED: Agents can receive inbound calls. Verify that the outbound control variable mode is spelled correctly. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. Note: If the administrative script (where the OutboundControl variable or reservation percentage is set) is running. such as phone ringing or busy signal. however. 2. but the modes/percentages are not being updated at the Dialer. place outbound calls. PROGRESSIVE_BLENDED: Similar to PREDICTIVE_BLENDED. logged into a particular skill group. For example. A script in a production call center would typically be more complex. the outbound control variable must always be set on the base skill group. 50 agents would be allocated for outbound dialing. PROGRESSIVE_ONLY: Similar to PREDICTIVE_ONLY.0(0) 202 . if there are 100 agents logged into skill group N. just a total percentage. do the following: 1. Note: This variable does not allocate specific agents for outbound dialing. to be used for outbound dialing. This variable controls the percentage of agents. perhaps changing these variables due to time of day or service level. lines to dial per agent is not calculated—users configure a fixed number of lines that will always be dialed per available agent. and not the primary or secondary skill groups.Chapter 11: Scripting in an IPCC Environment Scripting in an Outbound Environment – PREVIEW_DIRECT_ONLY: Agents can only place outbound calls and hear ring tones.

0(0) 203 . (Refer to the Outbound Option User Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions for detailed information about configuring a Outbound Option transfer to IVR campaign.) Figure 114: Example Routing Script for a Transfer to IVR Campaign Using Outbound Option with IP IVR ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.Chapter 11: Scripting in an IPCC Environment Scripting in an Outbound Environment Figure 113: Setting Skill Group Variables (OutboundControl and OutboundPercent) Transfer to IVR Using Outbound Option with IP IVR The following illustration displays a routing script for a transfer to IVR campaign using Outbound Option with IP IVR.

if used) dialed number(s) with the configured call type and newly created routing script.Chapter 11: Scripting in an IPCC Environment Scripting in an Outbound Environment Transfer to IVR Campaign Using Outbound Option with CVP/ISN The following illustration displays a routing script for a transfer to IVR campaign using Outbound Option with CVP/ISN.) Figure 115: Example Routing Script for a Transfer to IVR Campaign Using Outbound Option with CVP/ISN Use the ICM Script Editor application to create a routing script that uses the dialed number for the MR routing client.0(0) 204 . and routes through a Select node to the previously configured skill group. Note: Refer to the ICM Script Editor online help for information about using this application. Use the ICM Script Editor Call Type Manager to associate the MR (and Personal Callback. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. The following diagram displays an example routing script that uses the objects mentioned above. (Refer to the Outbound Option User Guide for Cisco ICM/IPCC Enterprise & IPCC Hosted Editions for detailed information about configuring a Outbound Option transfer to IVR campaign. Note: Refer to the ICM Script Editor online help for detailed information about using ICM Script Editor.

the line connecting the “X” (output terminal failure) on the Select object to the End object runs partially under the Select object. for example. so routing scripts using this PG do not need to use this object. Configuring a Queue to Agent Node The following illustration displays the Queue to Agent tab of the Queue to Agent Properties dialog box. Figure 117: Queue to Agent Properties ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. • Translation routes are not used in the IPCC System PG.Chapter 11: Scripting in an IPCC Environment Scripting in an Outbound Environment Figure 116: Example Routing Script Using the Dialed Number for the MR Routing Client Note: • Lines connecting objects cannot appear on top of objects and therefore.0(0) 205 . partially display under the objects.

Enter the agent expression Call.0(0) 206 . Select the appropriate enterprise route. 7. Setting up an IPCC System PG for Outbound Option campagns consists of two tasks: • Configuring the IPCC System PG. 6. Use the ICM Script Editor and create an administrative script.PreferredAgentID. IPCC System PG for Outbound Option The IPCC System PG combines two PGs (CallManager and IVR PGs) into one PG and is only supported with IP IVR. Click Change in the “Queue to agent type” section. Click OK to save the Queue to Agent node. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. 3. Figure 118: Example IPCC System PG for Outbound Option Campaign Administrative Script The following diagram displays an example routing script using the Queue to Skill Group node.Chapter 11: Scripting in an IPCC Environment Scripting in an Outbound Environment How to configure a Queue to Agent node: 1. 4. 5. Select the appropriate enterprise skill group. then click OK. Make sure the Peripheral column is left blank. The following illustration is an example of an administrative script. 8. Click Lookup agent reference by expression. 2. • Adding the PG in ICM Setup. Right-click the Queue to Agent node and select Properties.

0(0) 207 .Chapter 11: Scripting in an IPCC Environment Scripting in an Outbound Environment Figure 119: Example Routing Script Using the Queue to Skill Group Node ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.

0(0) 208 .Chapter 11: Scripting in an IPCC Environment Scripting in an Outbound Environment ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.

Chapter 12 Utility Nodes Start Node The Start node marks the beginning of a script. you can add comments and connection labels: Figure 120: Start Properties ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0) 209 . You do not define any properties for the Start node. a script must have one and only one Start node. Script Editor automatically inserts the Start node when you create a new script. However.

Note: If you choose the Auto-Size Height option.Chapter 12: Utility Nodes Comment Node Comment Node Use the Comment node (in the General tab of the Palette) to include a block comment in a script. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. Line Connector Node Use the Line Connector node (in the General tab of the Palette) to make routing and administrative scripts clear and understandable. you cannot adjust the height of the comment. You can move and resize the comment box within the script. you might add a comment describing the purpose of the script. A block comment provides general documentation for a script or section of a script: Figure 121: The Comment Icon Figure 122: Comment Properties For example.0(0) 210 .

Any request coming into this node (on any one of the multiple inputs) goes to the single output connection of the line connector node.0(0) 211 . For the Line Connector node. • The connecting lines go in different directions. The Line Connector node allows you to break and reconnect lines using one or more of its multiple input connections and single output connection. • The connecting lines run over other nodes and other connection lines. you define the connection labels: Figure 124: Line Connector Properties ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.Chapter 12: Utility Nodes Line Connector Node Figure 123: The Line Connector Icon A script can be difficult to understand and the call flow hard to follow if: • The connecting lines between nodes are too long.

Chapter 12: Utility Nodes Line Connector Node ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0) 212 .

0(0) 213 . ICM software can route single-session chat. and blended collaboration Web requests. as shown in the following image: ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.Chapter 13 Example Scripts Example Web Collaboration Scripts You can configure Cisco ICM software and Cisco Collaboration Server so that ICM software routes Web Collaboration requests that are processed by Cisco Collaboration Server. The process for routing Web requests through the ICM can be divided into 5 parts. multi-session chat. Overview of Web Request Routing through ICM Software With the Collaboration Server integrated with ICM software.

0(0) 214 .Chapter 13: Example Scripts Example Web Collaboration Scripts Figure 125: Web Request Routing Process Web Requests and Media Routing Domains Collaboration Server can take advantage of the following types of Media Routing Domains (MRDs): • Non-voice MRDs • The Voice MRD For more information about MRDs. see the Cisco ICM Software Configuration Guide. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.

0(0) 215 .Chapter 13: Example Scripts Example Web Collaboration Scripts Non-voice MRDs Collaboration server uses Non-voice MRDs for the following types of requests: • Single-session chat • Multi-session chat • Blended Collaboration with IPCC The Voice MRD The Voice MRD handles these types of requests: • Blended Collaboration with legacy ACDs (rather than IPCC) • Blended chat with legacy ACDs (these are requests for chat.Queuing a Web Request to a Skill Group The following script example shows how a Web request can be queued to a skill group: ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. but with agent reservation on the ACD) • Web callback and delayed callback with both ACDs and IPCC Example .

2.Pushing a URL to a Waiting Caller The following script example shows how a script can push a URL to a waiting caller before the Web request is queued to a skill group: ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. Example . At this time. The script is executed Cisco Collaboration Server processes a new single-session chat request.Queuing a Web Request to a Skill Group In this example: 1. see Example . ICM software returns the agent ID to the Collaboration Server. This script is scheduled to run for single-session chat requests. The script queues the request to a single-session chat skill group. When the agent is found. ICM software attempts to find an available agent who is a member of that skill group.Chapter 13: Example Scripts Example Web Collaboration Scripts Figure 126: Example .How ICM Software Determines the Call Type for Web Request.0(0) 216 . For more information on call types and scheduling Web requests routing scripts.

Queuing Directly to an Agent The following script example shows how a Web requests can be queued directly to an agent: ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. see the Cisco Collaboration Server Administration Guide. For more information.Chapter 13: Example Scripts Example Web Collaboration Scripts Figure 127: pushiing URL to waiting caller In this example. Note: For the Run External Script node to work. the script functions just as the preceding example. Example .0(0) 217 . here must be an entry in the Network VRU list pointing to the URL map file on the Collaboration Server. After the Run External Script node. the Run External Script node pushes the selected URL to the caller's browser.

This script can be scheduled to run for a particular type of Collaboration Server request. 2.0(0) 218 . The script attempts to queue the request directly to an agent using the Queue to Agent node. The Queue to Agent node uses a direct reference to the agent.Chapter 13: Example Scripts Example Web Collaboration Scripts Figure 128: Queuing directly to an agent In this example: 1. as shown in its Properties dialog box: ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.

Routing Based on the Media Routing Domain The following script example shows how a Web requests from different MRDs can be queued to different skill groups: Figure 130: Routing based on MRD ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0) 219 . as defined in the Wait node. The script tries to do this for 9.Chapter 13: Example Scripts Example Web Collaboration Scripts Figure 129: Direct Reference to Agent 3.999 seconds before ending. Example .

A rule assigns the message to an ICM Routing skill group. multi-session chat. This node has three branches for the three possible MRDs of the request: the multi-session chat MRD (branch A). 2. In this situation: 1. The script is executed Cisco Collaboration Server processes a new single-session chat. CeM sends a request for assignment to ICM software.0(0) 220 . For more information about configuring ICM software and E-Mail Manager in an integrated environment. A message enters CeM. 3. 3.Chapter 13: Example Scripts Example E-Mail Scripts In this example: 1. or blended collaboration request. the CeM administrator can choose to defer message assignment to ICM software. ICM software attempts to find an available agent who is a member of that skill group. or the blended collaboration MRD (branch C). ICM software returns the agent ID to the Collaboration Server. At this time.0 Multichannel Software Implementation Map • Cisco ICM 5. The script first detects the MRD of the request using the Media Routing Domain node. When the agent is found. The administrator then defines rules to assign messages to those ICM Routing skill groups. Example E-Mail Scripts You can configure Cisco ICM software and Cisco E-Mail Manager so that ICM software routes e-mail messages that are processed by E-Mail Manager. the single-session chat MRD (branch B). 2. This script is scheduled to run for all these types of requests. The administrator determines if skill groups can initiate message routing through ICM software when the skill groups are created. see the following documents: • Cisco ICM Software Configuration Guide • Cisco E-Mail Manager Installation and Configuration Guide • Cisco E-Mail Manager Administration Guide • Cisco ICM 5. The script queues the request to the appropriate skill group for that type of request. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0 Multichannel Software Overview Overview of E-mail Routing through ICM Software When Cisco E-Mail Manager (CeM) is in an integrated environment.

you could make that assignment directly through CeM rules. if the message is assigned to an CeM routing skill group. 4. is meant to be assigned to a local CeM routing skill group. it is placed in that skill group's queue. based on its content. If the message is assigned to an agent by ICM software. The routing script can also determine that the message should be assigned to a local CeM routing skill group.Chapter 13: Example Scripts Example E-Mail Scripts Note: In ICM Integrated with CeM. • While ICM software can assign a message directly to a local CeM routing skill group. Note: • To assign a message directly to an agent.Queuing E-mail to a Skill Group The following script example shows how an e-mail message can be queued to a skill group: ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. 5. 6. for an invoked route request the allowed responses are: Return an Agent. or Failure (the script could not be found or something is wrong). not the Agent node.0(0) 221 . the ICM software instructs CeM to assign the message to a particular agent or CeM routing skill group. and not use ICM software. Return a Label. Based on the routing script's determination. it is presented to the agent in push mode. If the message. you would not typically design a script to do this without first trying to queue the message to a skill group or directly to an agent. 7. CeM deals with this by placing the email message into the externalRoutingError system queue. Example . the ICM script must use the Queue to Agent node to route e-mail messages. The Router runs a routing script to determine which CeM agent to assign the message to. The message is placed in the agent's or skill group's queue.

For more information on call types and scheduling e-mail routing scripts. ICM software attempts to find an available agent who is a member of that skill group. At this time. ICM software instructs E-Mail Manager to push the e-mail message to that agent. depending on the message's priority: ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. This script is scheduled to run for messages assigned to that skill group.0(0) 222 . as defined in the Wait node. it waits in the local skill group queue for an agent to pick it. The script is executed when a e-mail message is assigned by E-Mail Manager to an ICM Routing skill group. see Example . so the agent can respond to the customer. The message is not pushed to an agent. 3. The script queues the request to the skill group.How ICM Software Determines the Call Type for an E-Mail Request.Chapter 13: Example Scripts Example E-Mail Scripts Figure 131: Queuing email to skill group In this example: 1. the script uses the Label node to return a label associated with a E-Mail Manager local skill group.Routing a Message Based on Priority The following script example shows how an e-mail message can be queued directly to an agent or to a skill group. 2. If no agent is found within 30 seconds. E-Mail Manager then places the message in that local skill group. When the agent is found. Example . rather.

ICM software instructs E-Mail Manager to push the e-mail message to that agent. If the message is marked "Urgent" (cisco.cem.cem. control passes to the Queue to Skill Group node. it waits in the local skill group queue for an agent to pick it. as defined in the Wait node. 3. The message is not pushed to an agent. in either the Queue to Agent node or Queue to Skill Group node. 4. For more information on call types and scheduling e-mail routing scripts.Chapter 13: Example Scripts Example Universal Queue Scripts Figure 132: Routing based on priority In this example: 1. 2. The script tests the message's priority. the script uses the Label node to return a label associated with a E-Mail Manager local skill group. ICM software attempts to find an available agent who is a member of that skill group. see Example .How ICM Software Determines the Call Type for an E-Mail Contact. If the message is not urgent. Example Universal Queue Scripts You can design scripts to route contacts from different media in a Universal Queue environment. the value of the cisco.0(0) 223 . That node lists two agents who are e-mail supervisors and who handle urgent messages. When the agent is found. If no agent is found within 30 seconds.Priority value of 3). See Data for E-Mail Requests for more information. 5. rather.Priority variable. E-Mail Manager then places the message in that local skill group. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. This script is scheduled to run for messages in that skill group. The script is executed when a e-mail message is assigned by E-Mail Manager to an ICM Routing skill group. E-Mail Manager then pushes the message to the first of these agents who is logged in. control passes to the Queue to Agent node.

0 Multichannel Software Implementation Map • Cisco ICM 5.0 Multichannel Software Overview Selecting Agents from Skill Groups The following script example shows how contacts of from different channels can be routed to the Longest Available Agents in skill groups that are specific to the different channels: Figure 133: Selecting Agents from Skill Groups ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.Chapter 13: Example Scripts Example Universal Queue Scripts Following are example scripts for use when ICM is part of an Universal Queue environment: • Selecting Agents from Skill Group • Categorizing by Media Routing Domain • Queuing to Agents These scripts are only examples. For more information about configuring ICM software and Universal Queue.0(0) 224 . see the following documents: • Cisco ICM Software Configuration Guide • Cisco ICM Software: IP Contact Center Installation and Configuration Guide • Cisco ICM Software: IP Contact Center Administration Guide • Cisco ICM Software: IP Contact Center Laboratory Guide • Cisco ICM 5. your company's needs may differ.

Queuing to Agents The following script example shows how contacts from different channels can be queued to agents: ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. The script then selects the Longest Available Agent from the skill group in the Media Routing Domain for that channel. the Router determines an agent's availability across channels. The agents may be logged in to different Media Routing Domains and working with contacts from different channels. The script then uses the Media Routing Domain node to detect the MRD of the contact and branches to a Queue to Skill Group node that specifies skill groups specific to that MRD.0(0) 225 . then queued to skill groups specific to that Media Routing Domain: Figure 134: Categorizing by MRD You would schedule this script to run for Call Types associated with contacts from the different channels.Chapter 13: Example Scripts Example Universal Queue Scripts You would schedule this script to run for Call Types associated with contacts from the different channels. Categorizing by Media Routing Domain The following script example shows how contacts can be categorized by Media Routing Domain.

Chapter 13: Example Scripts Example IPCC Enterprise Scripts Figure 135: Queuing to Agents You would schedule this script to run for Call Types associated with contacts from the different channels. • Redirection on Ring No Answer • Agent Transfer • Supervisor Assist Script These scripts are only examples. In the Queue to Agent node. The script queues the contact to the agent with the selected MRD that matches the MRD of the contact.0(0) 226 . For more information about configuring ICM software as part of an IPCC environment. each row defined for an agent also contains a Media Routing Domain selection. Example IPCC Enterprise Scripts Following are example scripts for use when ICM is part of an IPCC Enterprise environment. see the following documents: • Cisco ICM Software: IP Contact Center Installation and Configuration Guide • Cisco ICM Software: IP Contact Center Administration Guide • Cisco ICM Software: IP Contact Center Laboratory Guide ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. your company's needs may differ.

When creating agents. One attribute of Agent Desk Settings is the Ring no answer dialed number: Figure 136: Reroute on Ring No Answer In order for calls to be routed when an agent does not answer.0(0) 227 . you may schedule a simple script to run when agents do not answer that tries to select the longest available agent from a set of skill groups. and if that fails. Redirection on Ring No Answer When configuring ICM software in an IPCC Enterprise environment.com/. available from http://www.Chapter 13: Example Scripts Example IPCC Enterprise Scripts Note: Additional IPCC example scripts are available in the Cisco IP Contact Center Enterprise Edition Reporting Guide.cisco. you must create and schedule a script for the Call Type mapped to the dialed number selected for the agent's Desktop Settings. requalifies the call to a new Call Type to have it rerouted: ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. For example. you configure Agent Desk Settings. you then associate each agent with one of the Agent Desk Settings you created.

which selects the agent by peripheral and the expression Call. which also allows you to track and report on such calls. The script routes internal calls.0(0) 228 .9999 for internal calls from agent to agent. you may schedule a simple script to run for internal calls that tries to route directly to the agent using the Agent to Agent node. you typically may have a dialed number of Routing_client. You would create a call type associated with the dialed number.Chapter 13: Example Scripts Example IPCC Enterprise Scripts Figure 137: Reroute on Ring No Answer Script Agent Transfer When configuring Call Types and dialed numbers in an IPCC environment.CallerEnteredDigits: ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. and schedule a script for calls of this call type. For example.

Chapter 13: Example Scripts Example IPCC Enterprise Scripts Figure 138: Agent to Agent Transfer If the node fails. then the script tries to select the longest available agent from the set of supervisor skill groups: ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0) 229 .

You must have completed the following for this script to run properly: • Configure a supervisor Dialed Number (same as any DN. • Configure a call type (mapped to the supervisor DN associated with Script). but associated with the Supervisor script).Chapter 13: Example Scripts Example IPCC Enterprise Scripts Figure 139: Agent to Agent Node Script Supervisor Assist The following is an example of a supervisor assist script.0(0) 230 . ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.

These values are used by the Outbound Option Dialer to ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. your needs may differ.0(0) 231 .Chapter 13: Example Scripts Additional Example Outbound Option Scripts Figure 140: Example Supervisor Assist Script Additional Example Outbound Option Scripts Following are example scripts for use when ICM is part of an Outbound environment: • Setting the OutboundControl Variable and Skill Group Reservation Percentage • Using the Dialed Number for the MR Routing Client and Routing through a Select Node to a Skill Group • Transfer to IVR Using Outbound Option with IP IVR • Transfer to IVR Using Outbound Option with CVP/ISN These scripts are only examples. Setting the OutboundControl Variable and Skill Group Reservation Percentage An administrative script is used to control the setting the OutboundControl variable and the skill group reservation percentage.

Skip-Close the call: – Skips the current preview call and closes the record so it will not be called again. Reject-Close the call: ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. The predictive algorithm is designed to calculate the number of lines to dial per available agent to keep agent wait time to a minimum. the system might deliver the agent another preview outbound call or a new inbound call. One script can be used to control all Outbound Option skill groups. • PREDICTIVE_ONLY: Dials several customers per agent. Reject the call: – Releases the agent.Chapter 13: Example Scripts Additional Example Outbound Option Scripts determine which mode each skill group uses. Skip the call: – Agent receives another customer call. If . Set. • PREDICTIVE_BLENDED: Agents receive inbound calls. The agent might then: Accept the call: – Dials the customer and transfers the call to the agent.0(0) 232 . This administrative script is comprised of Start. Set the OutboundControl variable by entering it in the Value field of the Set Properties window: • INBOUND: Indicates that this skill group is disabled for outbound use and only takes inbound calls. or multiple scripts can control multiple Outbound Option skill groups. the Predictive Dialer transfers the customer to a live agent along with a screen pop to the agent’s desk. and End nodes. At this point. but could be used for an outbound call when available. After reaching a live contact. Use the Set node to set skill group variables (OutboundControl and OutboundPercent). • PREVIEW_ONLY: Reserves an agent prior to initiating an outbound call and presents the agent with a screen pop.

This variable controls the percentage of agents. but the modes/percentages are not being updated at the Dialer. perhaps changing these variables due to time of day or service level. Although agents may be logged into just the primary or secondary skill group. such as phone ringing or busy signal. • PREVIEW_DIRECT_BLENDED: Agents can receive inbound calls. • PREVIEW_DIRECT_ONLY: Agents can only place outbound calls and hear ring tones. Note: If the administrative script (where the OutboundControl variable or reservation percentage is set) is running. – Verify that the outbound control variable mode is spelled correctly. which are logged into a particular skill group. which should be used for outbound dialing.0(0) 233 . • PROGRESSIVE_ONLY: Similar to PREDICTIVE_ONLY. 50 agents would be allocated for outbound dialing. and not the primary or secondary skill groups. lines to dial per agent is not calculated—users configure a fixed number of lines that will always be dialed per available agent. A script in a production call center would typically be more complex. just a total percentage. and hear ring tones. do the following: – Make sure that the skill group being controlled is the base skill group. The following diagram displays a very simple administrative script where both the OutboundControl variable and the outbound percentage are set for a skill group. • PREVIEW_BLENDED: Agents receive inbound calls. place outbound calls. Note: This variable does not allocate specific agents for outbound dialing. Select the OutboundPercent variable in the Set Properties window and enter the agent percentage in the Value field. but could be used for an outbound preview call when available. • PROGRESSIVE_BLENDED: Similar to PREDICTIVE_BLENDED. but a fixed number of lines will always be dialed per available agent. if there are 100 agents logged into skill group N. however.Chapter 13: Example Scripts Additional Example Outbound Option Scripts – Rejects the current preview call and closes the record so it will not be called again. such as phone ringing or busy signal. For example. and the OutboundPercent variable is set to 50%. Set the OutboundPercent variable in the same administrative script. the outbound control variable must always be set on the base skill group. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.

0(0) 234 .Chapter 13: Example Scripts Additional Example Outbound Option Scripts Figure 141: Setting the OutboundControl Variable and Skill Group Reservation Percentage Using the Dialed Number for the MR Routing Client and Routing through a Select Node to a Skill Group The following diagram displays a sample routing script that uses the dialed number for the MR routing client and routes through a Select node to a previously configured skill group. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. then click OK. • Enter the agent expression Call. • Select the enterprise route.PreferredAgentID. Configuring Queue to Agent Node • Right-click the Queue to Agent node and select Properties. • Click OK to save the Queue to Agent node. so routing scripts using this PG do not need to use this object. Warning: The outbound percentage in the Set node must be set to a value other than zero (0) or it appears to the node that there are no agents assigned to the Outbound Option and no outbound calls will be made. or sevices. • Select the enterprise skill group. • Click Change in the “Queue to agent type” section. • Make sure the Peripheral column is left blank. • Click Lookup agent reference by expression. Warning: Do not use Select Route nodes. Add additional DN nodes to route to agents in additional skill groups as you must maintain a 1:1 ratio of dialed numbers to skill groups. multiple skill groups. Note: Translation routes are not used in the IPCC System PG.

Chapter 13: Example Scripts Additional Example Outbound Option Scripts Figure 142: Queue to Agent node Properties Note: Lines connecting objects cannot appear on top of objects and therefore. Figure 143: Using the Dialed Number for the MR Routing Client and Routing through a Select Node to a Skill Group Transfer to IVR Using Outbound Option with IP IVR The following diagram displays a routing script for a transfer to IVR campaign using Outbound Option with IP IVR. partially display under the objects.0(0) 235 . for example. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. the line connecting the “X” (output terminal failure) on the Select object to the End object runs partially under the Select object.

0(0) 236 .Chapter 13: Example Scripts Additional Example Outbound Option Scripts Figure 144: Transfer to IVR Using Outbound Option with IP IVR Transfer to IVR Using Outbound Option with CVP/ISN The following diagram displays a routing script for a transfer to IVR campaign using Outbound Option with CVP/ISN. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.

you can use a formula on an IF node to determine the MED between two skillgroups. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0) 237 . then Minimum Expected Delay (MED) of the subsequent skillgroup should be calculated.Chapter 13: Example Scripts Estimated Wait Time (EWT) Queueing Figure 145: Transfer to IVR Using Outbound Option with CVP/ISN Estimated Wait Time (EWT) Queueing The Script Editor's built-in Minimum Expected Delay (MED) calculation does not apply to IPCC. if there are no agents available in the subsequent or secondary choice skillgroup. Instead. When to use EWT Queing Look ahead skillgroup checking of a secondary choice skillgroup should be done if there are: • no available agents in the primary or first choice skill group • the call has already been sent to a IVR queue point • the call has been queued to the primary or first choice skill group • an adequate amount of time has elapsed (customer and call dependent) After the above conditions have been met.

If there are no agents available. The formula first checks to make sure agents are logged into both the primary (already queued to) and secondary (not queued to) skillgroups.pri. then the minimum expected delay of the secondary skillgroup is compared to the minimum expected delay of the primary skillgroup to see which is less.Default\EnterpriseSkillgroupSec.Default\EnterpriseSkillgroupSec. then no there is no need to calculate the MED and the IF node should return TRUE value. +1 is used to add this new call into the algorthium.LoggedOn>0) && ((SkillGroup.<constant>)) /EntSkill.CCM_SG.Default\EnterpriseSkillgroupPri.Default\EnterpriseSkillgroupSec. then the call should remain queued at the initial skillgroup only.0(0) 238 .CCM_PG_1.Default\EnterpriseSkillgroupPri.Default\EnterpriseSkillgroupSec.RouterCallsQNow+1)* (ValidValue(EntSkill. (The call can either be kept in the initial skillgroup or taken out of the initial skillgroup when it is queued to the secondary skillgroup.AvgHandledCallsTimeTo5.sec.CCM_PG_1. If there are agents logged into both skillgroups.) However.Default\EnterpriseSkillgroupPri. then the call should be queued at the new secondary skillgroup.LoggedOn>0) && (EntSkill. The call is routed to the skill group with the lowest MED. EntSkill.<constant>)) /EntSkill.Avail || (EntSkill. if the secondary skillgroup's MED is not less than the primary skillgroup's MED.CCM_SG. If the secondary skillgroup MED is less.RouterCallsQNow+1)* (ValidValue(EntSkill. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. then the MED of the secondary skillgroup should be calculated.LoggedOn) < ((SkillGroup.LoggedOn) EWT/MED Script Explained If there are agents available.AvgHandledCallsTimeTo5.Chapter 13: Example Scripts Estimated Wait Time (EWT) Queueing Example EWT/MED Script Formula The example formula below can be used in an IF node to determine the EWT/MED for a call that can be routed to either a primary or secondary skill group.

then the aggregate of all the skillgroups within the Enterprise Skillgroup RouterCallsQNow field must be multiplied by the Enterprise SkillGroup AvgHandledCallsTime. The <constant> value is site dependent. It should be a value that represents the average Handle time of a call. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0) 239 . This constant will only be used if it is at the start of the day and the proper AvgHandledCallsTime has not been calculated yet.Chapter 13: Example Scripts Estimated Wait Time (EWT) Queueing Since the RouterCallsQNow variable is only applicable at a Skillgroup and not an Enterprise Skillgroup level.

0(0) 240 .Chapter 13: Example Scripts Estimated Wait Time (EWT) Queueing ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.

The NAM routing script sends the dialed number to the correct ISN Media Server for treatment. your design may include more. However. For more details on scripting in an ICM/NAM environment see the NAM Installation Guide. page 241 • CICM Scripting Considerations. then ultimately to the ICM Gateway of the CICM instance for the particular Dialed Number. This section contains the following topics: • NAM Script Configuration.Chapter 14 Hosted Scripting Considerations This section covers scripting consideration to use in an IP Contact Center Hosted-Edition system. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. page 245 NAM Script Configuration Scripting on the NAM only requires one Dialed Number script per Customer Instance.0(0) 241 .

Chapter 14: Hosted Scripting Considerations NAM Script Configuration Figure 146: Example NAM Routing Script The first script node after the Start should be a “set variable” node that contains the following: • Object Type — Call • Object — (no selection) • Variable — NetworkTransferEnabled • Value — 1 ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0) 242 .

168.Chapter 14: Hosted Scripting Considerations NAM Script Configuration Figure 147: NetworkTransferEnabled Set Variable Node After you have set the variable for NetworkTransferEnabled you can create a Dialed Number (DN) Node to route to a particular CICM Instance Routing Client.media_server • Value — the IP address of the ISN Media Server. enclosed in quotes.11” ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. then you typically send the call to the ISN Media Server using another Set Variable node as described below.0(0) 243 .10. The first script node after the star should be a “set variable” node that contains the following: • Object Type — Call • Object — (no selection) • Variable — user.microapp. for example “192. If the Dialed Number node is true.

the call is sent to the ICM gateway of a particular customer instance.0(0) 244 . the call is sent to the ICM gateway of a particular customer instance.microapp. Consult the Cisco Internet Service Node (ISN) Configuration and Administration Guide. Finally. scripting is conducted on the ISN. If multiple DNs are used. Figure 149: ICM Gateway Node ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.Chapter 14: Hosted Scripting Considerations NAM Script Configuration Figure 148: ECC Variable user. Next.media_server Set Variable Node At this point. then you can send the call to a different ISN Media Server based on the different DN. Appendix B for details on scripting in ISN. Add an ICM Gateway Node and select the customer to which to route the call.

play hold music. select Targets > Network VRU Script > Network VRU Script List. Cisco IPCC Enterprise Edition Release 7. A configured VRU Script runs only when ICM instructs it to do so from an ICM routing script. The Network VRU Script List dialog box appears.Chapter 14: Hosted Scripting Considerations CICM Scripting Considerations Note: Do NOT select the Validate returned labels checkbox. Create CICM VRU Scripts VRU Scripts differ from ICM routing scripts. • Consult the Cisco Customer Voice Portal (CVP Configuration and Administration Guide. If you do so. Step 1 From the Configuration Manager. Appendix B for CVP additional scripting considerations.0(0) 245 . you will have to provision the NAM with all of the labels that exist on every customer instance. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. A VRU Script executes to collect digits. CICM Scripting Considerations Note: • See the IPCC Administration Guide for Cisco IPCC Enterprise Edition. A VRU Script on ICM is the configured record for the VRU script that resides on the ISN. or perform many other common IVR functions.0(0) for general scripting requirements for a CICM Instance.

• If: Then: Configuration param Leave blank. the ICM Router Requery function is used to take the call away from the non-answering agent and requeue it for service. see ISN Configuration and Administration . • If: Then: VRU Script Name Enter script name (for example. BasicQ). Click Save and then click Close. • If: Then: Customer Select the same ICM customer you selected for Call Type from the drop-down list.aef).Chapter 2. • If: Then: Timeout (seconds) Enter 180. "Using NAM/ICM with the ISN IVR Solution".0(0) 246 . RONA and ISN When using IPCC with ISN.Chapter 14: Hosted Scripting Considerations CICM Scripting Considerations Step 2 On the Attributes tab. BasicQ. enter the following configuration information for the BasicQ script: • If: Then: Network VRU Enter isnvru. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. CICM VRU Script Considerations Use the CICM Script Editor SendToVRU node to connect the call to the Network VRU. For more information about creating scripts. although error handling is easier if the explicit "SendToVRU" node is used. Note: A RunVRU Script or Queue node is an "implicit" SendToVRU node. • If: Then: Name Enter the script file name (for example. Step 3 Step 4 Select the Interruptible check box.

The IPCC/ICM Scripting and Media Routing Guide describes how Requery works for the different nodes. and a ring no answer time must be set. Depending on the type of node used.0(0) 247 . Scripting for RONA When scripting for RONA.the Ring no answer dialed number field must be blank. • In the example script Scripting for RONA: – The Queue node for the skill group that selects the first agent must have Target Requery enabled.Chapter 14: Hosted Scripting Considerations CICM Scripting Considerations There are two places in which configuration must occur: • In the Agent Desk Settings . the Requery mechanism selects a new target from the available agents or requires additional scripting. Figure 150: Changing the Queue Type to Enable Requery ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. you should Enable Requery on the node in the script that selects the first agent. – Raise the priority of the call so that it goes to the front of the queue.

7. 2. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. 6. the Queue node selects the longest available agent from the skill groups configured. The RONA mechanism works as follows: 1. 5. 4. When an agent becomes available the ICM always selects the longest queued call from the ones with the highest priority. If there is no available agent. If the agent does not answer the call. It then enters the normal wait loop with RunScripts. If it has value of greater than zero. It increases the Queue Priority of the call so that it is handled before any other calls in queue. The If node tests the RequeryStatus variable. If: Then: If this is a required call. it also sets a flag using a call variable for reporting purposes. The Queue node selects an agent. Assuming that there are no agents available. the Queue node immediately exits through the success terminal. this is a requery call and the script re-queues the call. 3.Chapter 14: Hosted Scripting Considerations CICM Scripting Considerations Figure 151: RONA Scripting in IPCC Hosted Edition If there is an available agent. In the Scripting for RONA example above. the script then queues the call with a priority set in the node and continues down the success exit of the node.0(0) 248 . then the script exits through the failure terminal of the Queue node.

no calls are actually reaching agents. system lode. Message: No Message Cause: If a label is misconfigured or missing for a phone to which an agent is assigned. additional calls are not processed and successfully routed to other agents. however. and counts displayed when viewing scripts in Monitor mode. Script Editor shows calls coming in and being routed. This can apply to calls routed through the Agent.0(0) 249 . and Queue nodes Action: Ensure that labels are properly configured for all agent phones Duplicate email routing requests Symptom: For every request E-Mail Manager sends to the ICM Router. when this agent is assigned a call. Enterprise Skill Group. it appears to the Router as if two requests are sent. Message: No Message ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. This affects reporting. Skill Group.Troubleshooting Troubleshooting Calls not successfully routed to agent Symptom: In Monitor mode.

ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. Action: Ensure that labels are entered correctly in the script.Troubleshooting Cause: The script processing requests from E-Mail Manager contains an erroneous entry for a label and no agents are available to be assigned the new request.0(0) 250 .

call type A call type is the first-level category of a contact determined by data about the contact. For example. Call control variables include information about where the route request came from. Administrative scripts run on a schedule you determine. categorization Categorization is the process of classifying a contact based on certain data associated with the contact. The CLID is sometimes referred to as the ANI (Automatic Number Identification). the associated script runs on that contact. When a contact of a certain call type is received. calling line ID (CLID) The calling line ID (CLID) is a string that represents the telephone number from where the call originated. The CLID is sometimes referred to as the ANI (Automatic Number Identification). You associate a script with a call type. a script can determine how to best process a contact. calling line ID (CLID) The calling line ID (CLID) is a string that represents the telephone number from where the call originated. caller-entered digits Caller-entered digits are numbers entered by the caller in response to prompts. contact classification data. such as setting values for variable or collecting data from external databases.0(0) Glossary 251 . call control variables Call control variables provide information about the current contact that is being routed by the script. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. and data to be passed to the peripheral that receives the contact. a caller may enter a number to indicate the type of service needed.Glossary Glossary administrative script An administrative script is an object you create through ICM software that performs background processing. Through categorization. Data set by an administrative script can be used by routing scripts.

For example. route A value returned by a routing script that maps to a target at a peripheral. for example. routing script A routing script is an object you create through ICM software that: (1) Examines information about a contact. expanded call context (ECC) variables Expanded Call Context (ECC) variables store values associated with the contact. skill group. network target A network target is an end point on the network to which a script can send a contact. Supported media classes include: Voice for Cisco ICM Software. 8005551212 might be a dialed number. E-mail for Cisco E-Mail Manager. media classes Media classes are the types of contacts that ICM software can route in an integrated contact center system. (2) Analyzes the state of the contact center and determines ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. Single Session Chat for Cisco Collaboration Server. whether the contact is made through a phone call or other medium. An ICM routing script can divert a call to a Network VRU and instruct the VRU to perform specific processing before ICM software determines the final destination for the call.0(0) Glossary 252 . or translation route to a label. that is. agent. network VRU A Network VRU supports ICM software's service control interface. media routing domain A Media Routing Domain (MRD) is a collection of skill groups and services associated with a specific communication channel. Blended Collaboration for Cisco Collaboration Server and Cisco Media Blender. and uses that information to classify the contact. E-Mail Manager uses the ICM software uses a MRD to route a task to an agent who is associated with a skill group and a particular channel. a service. MRDs are defined in ICM configuration and have unique IDs across the enterprise.Glossary dialed number (DN) A dialed number (DN) is a string that represents the telephone number dialed by the caller. formula A formula consists of one or more expressions that ICM software evaluates to produce a value that it can use for subsequent script processing. Multi-Session Chat for Cisco Collaboration Server. expanded call context variables Expanded Call Context (ECC) variables store values associated with the contact.

ICM software can route phone. or an announcement. For example. based on the agent's skills and current tasks. the actual target is chosen from the set by the preceding node on the script branch. skill target A skill target is an entity at a peripheral or in the enterprise to which ICM software can route a contact. For example. target A target is an entity to which ICM software can route a contact. A service is associated with a peripheral. With Universal Queue. routing target A routing target is an entity to which ICM software can route a contact. (3) Directs the contact to the most appropriate destination. the Peripheral Gateway (PG) is responsible for determining the ultimate target. skill group A collection of agents at a single contact center who share a common set of competencies. a skill group. The routing target receives the contact and processes it accordingly. and e-mail message requests to an agent who works with all these channels. or agent. translation route A translation route is a target at a peripheral that does not map to a specific service. Routing scripts can send requests to agents based on business rules regardless of the channel from which the request came.0(0) Glossary 253 . a customer may require help installing software. The routing target receives the contact and processes it accordingly. target set A target set is a list of possible targets. When a contact arrives with the trunk group and DNIS that correspond to a translation route.Glossary that best way to process the contact. single session chat. ICM software treats requests from different channels as part of a single queue. During script processing. target requery Target Requery is a script node feature that addresses routing failures due to transient failures in the network (such as network congestion). and thus the Technical Support service. skill group. universal queue Universal Queue is the term used to describe ICM software's ability to route requests from different channels to agents who work with customer contacts in multiple media. Target Requery attempts to find a different valid destination. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. such as an agent. a Select node or Distribute Node. If the determined destination for a contact is available but not reachable. service A particular type of processing that the customer requires.

you could create a user variable called usertemp to serve as a temporary storage area for a string value used by an If node. variable A variable is a named object that holds a value. VRU A VRU. VRU MicroApps A VRU. also called an Interactive Voice Response Unit (IVR). that plays recorded announcements and responds to caller-entered touch-tone digits.Glossary user variables User variables are variables you create to serve as temporary storage for values you can test with an If Node. or Voice Response Unit.0(0) Glossary 254 . also called an Interactive Voice Response Unit (IVR). For example. ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7. is a telecommunications device. A VRU can also be equipped with Automatic Speech Recognition (ASR) or Text-to-Speech (TTS) capabilities. or Voice Response Unit. A VRU can also be equipped with Automatic Speech Recognition (ASR) or Text-to-Speech (TTS) capabilities. that plays recorded announcements and responds to caller-entered touch-tone digits. You use variables in formulas to select targets and help in call tracking. is a telecommunications device.

.190 persons.0(0) Index 255 .190 sub........190 ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7....190 skill groups.190 expanded call context variables.Index Index device targets..190 post routing.....190 trunk groups...190 ECC variables..........190 labels..190 translation routes.190 services.190 network vru.190 sub skill groups............