User Guide

DescriptionChapter
Discusses diverting contacts to a Network VRU for additional call
processing.
Chapter 5, Network VRUs (page 91)
Discusses writing scripts to handle multichannel routing situations.Chapter 6, Multichannel Routing (page 119)
Explains how to create formulas and use them in routing nodes,
categorizing contacts, and selecting routing targets.
Chapter 7, Using Formulas (page 129)
Discusses ICM script management tools and procedures.Chapter 8, Script Administration (page 147)
Discusses Script Editor Feature Control in terms of restricting users
(or classes of users), from all (or some) Script Editor functionality.
Chapter 9, Script Editor Feature Control (page
159)
Discusses the Internet Script Editor functionality.Chapter 10, Internet Script Editor (ISE) (page
165)
Discusses scripting in an IPCC Environment.Chapter 11, Scripting in an IPCC Environment
(page 173)
Provides information relating to the Start, Comment, and Line
Connector nodes.
Chapter 12, Utility Nodes (page 201)
Provides example Web Collaboration, E-Mail, Universal Queue, IPCC
Enterprise, Outbound Option, and Estimated Wait Time (EWT)
queuing..
Chapter 13, Example Scripts (page 205)
Discusses scripting considerations in a hosted environment.Chapter 14, Hosted Scripting Considerations
(page 231)
Provides scripting troubleshooting information.Chapter 15, Troubleshooting (page 239)
Related Documentation
Documentation for Cisco Unified ICM/Unified Contact Center (IPCC) Enterprise & Hosted,
as well as related documentation, is accessible from Cisco.com at http://www.cisco.com/web/
psa/products/index.html .
•
Related documentation includes the documentation sets for Cisco CTI Object Server (CTI
OS), Cisco Agent Desktop (CAD), Cisco Agent Desktop - Browser Edition (CAD-BE), Cisco
Unified Contact Center Management Portal, Cisco Unified Customer Voice Portal (CVP),
Cisco IP IVR, Cisco Support Tools, and Cisco Remote Monitoring Suite (RMS).
For documentation for these Cisco Unified Contact Center Products, go to http://
www.cisco.com/web/psa/products/index.html, click on Voice and Unified
Communications, then click on Cisco Unified Contact Center Products or Cisco Unified
Voice Self-Service Products, then click on the product/option you are interested in.
•
Also related is the documentation for Cisco Unified Communications Manager, which can
also be accessed from http://www.cisco.com/web/psa/products/index.html .
•
Technical Support documentation and tools can be accessed from http://www.cisco.com/
en/US/support/index.html.
•
The Product Alert tool can be accessed through (login required) http://www.cisco.com/
cgi-bin/Support/FieldNoticeTool/field-notice.
Scripting and Media Routing Guide Cisco Unified ICM/Contact Center Enterprise & Hosted Release 7.5(1)
2
Preface
Related Documentation