User Guide

Using Formulas
You can use formulas in many routing nodes to both categorize contacts (page 31) and select
routing targets (page 53).
This chapter contains the following topics:
•
What is a Formula?, page 129
•
Formula Example, page 129
•
Variables, page 130
•
How to Add a Custom Function, page 144
•
How to Import a Custom Function, page 145
•
How to Export a Custom Function, page 146
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. You define expressions - made up of variables
(page 130), constants, operators, and functions - as part of custom selection rules (page 69) or
distribution criteria (page 74) in scripts.
Formula Example
Following is a simple example of a formula:
CallerEnteredDigits == 1
In this example:
•
The Left-value, CallerEnteredDigits, is a variable . More specifically, it is a call control
variable.
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Chapter 7