User Guide

categorization
Categorization is the process of classifying a contact based on certain data associated with the
contact. Through categorization, a script can determine how to best process a contact.
dialed number (DN)
A dialed number (DN) is a string that represents the telephone number dialed by the caller; for
example, 8005551212 might be a dialed number.
expanded call context (ECC) variables
Expanded Call Context (ECC) variables store values associated with the contact.
expanded call context variables
Expanded Call Context (ECC) variables store values associated with the contact.
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.
media classes
Media classes are the types of contacts that ICM software can route in an integrated contact
center system. Supported media classes include: Voice for Cisco ICM Software; Single Session
Chat for Cisco Collaboration Server; Multi-Session Chat for Cisco Collaboration Server; Blended
Collaboration for Cisco Collaboration Server and Cisco Media Blender; E-mail for Cisco E-Mail
Manager.
media routing domain
A Media Routing Domain (MRD) is a collection of skill groups and services associated with a
specific communication channel. For example, 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.
MRDs are defined in ICM configuration and have unique IDs across the enterprise.
network target
A network target is an end point on the network to which a script can send a contact.
network VRU
A Network VRU supports ICM software's service control interface. 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.
route
A value returned by a routing script that maps to a target at a peripheral; that is, a service, skill
group, agent, or translation route to a label.
Scripting and Media Routing Guide Cisco Unified ICM/Contact Center Enterprise & Hosted Release 7.5(1)
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Glossary