Maintenance Manual

50 Enterprise Chat and Email Deployment and Maintenance Guide
6. In the Expanded Call Variable List window, in the Select filter data section, click Retrieve. Then, in the
Expanded Call Variable section, click the Add button.
7. Type the name and length of the ECC variable. A maximum of 256 characters are allowed. Make sure to use
the exact names as provided here.
 user.ece.activity.id (needed for all types of activities)
 user.ece.customer.name (needed for callback and delayed callback activities)
8. Click Save.
Configure ECC variables
Configuring Precision Routing
Precision Routing provides multidimensional routing with simple configuration, scripting, and reporting. For
details about Precision Routing, see http://docwiki.cisco.com/wiki/Precision_Routing_Documentation
To configure precision routing, create the following objects:
1. Create attributes (page 51)
2. Assign attributes to agents (page 51)
3. Create precision queues (page 52)
4. Add precision queue node to the scripts (page 53)
Important: Precision Queue feature is available only for installations integrated with version 11.5
of Packaged CCE and Unified CCE.