User Guide

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.
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, and specific information
about the contact centers and carrier networks connected to the Cisco ICM/IPCC system.
Organization
DescriptionChapter
Contains information about common tasks you perform in Script Editor.
This chapter does not contain information on every possible task you
Chapter 1, Common Tasks (page 5)
can perform. For more information on Script Editor, see the online
help.
Discusses how to use CallTypes and Contact Data when writing ICM
scripts.
Chapter 2, Call Types, Contact Data, and
Scripting (page 23)
Contains information relating to categorizing contacts based on Call
Types, Call Type qualifiers, Time and Date, Branching, External Data,
and External Applications.
Chapter 3, Categorizing Contacts (page 31)
Contains information on how to determine the destination for contacts
using Script Editor nodes to specify how a contact is routed to a target.
Chapter 4, Selecting Routing Targets (page 53)
Scripting and Media Routing Guide Cisco Unified ICM/Contact Center Enterprise & Hosted Release 7.5(1)
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