User Guide

Call Types, Contact Data, and Scripting
As one writing scripts to route contacts, you must understand Call Types and contact data. Call
Types are typically created during ICM software configuration, through the ICM Configuration
Manager, and are therefore discussed in greater detail in the Cisco ICM Software Configuration
Guide and the Cisco ICM Software IP Contact Center Installation and Configuration Guide.
This chapter contains the following topics:
•
What is a Call Type? , page 23
•
What is a Default Call Type? , page 24
•
How Call Types and Scripts are Related, page 24
•
Call Type Qualifiers, page 24
•
Data for Web Requests, page 26
•
Data for E-Mail Requests , page 27
•
How ICM Software Associates Contacts with Call Types, page 27
•
Example - How ICM Software Determines the Call Type for a Voice Contact , page 28
•
Example - How ICM Software Determines the Call Type for a Web Request , page 29
•
Example - How ICM Software Determines the Call Type for an E-Mail Contact , page 29
What is a Call Type?
A Call Type is the first-level category of a contact and is determined by data associated with
the contact. You associate a script with a Call Type. When a contact of a certain Call Type is
received, the associated script runs on that contact.
Note: You create Call Types through Configuration Manager before writing routing scripts.
For more information, see the Cisco ICM Software Configuration Guide.
Scripting and Media Routing Guide Cisco Unified ICM/Contact Center Enterprise & Hosted Release 7.5(1)
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Chapter 2