User Guide

Example - How ICM Software Determines the Call Type for a Voice Contact .........................................28
Example - How ICM Software Determines the Call Type for a Web Request ..........................................29
Example - How ICM Software Determines the Call Type for an E-Mail Contact ......................................29
3. Categorizing Contacts...............................................................................................................................31
Categorization and Call Types..................................................................................................................31
Categorization through Scheduling Scripts by Call Type.....................................................................31
How to Change the Call Type and Continue Script Processing...........................................................31
How to Change the Call Type and Execute a New Script....................................................................32
Categorizing by Call Type Qualifiers.........................................................................................................33
How to Categorize a Contact by the Dialed Number...........................................................................34
How to Categorize a Contact by the Calling Line ID............................................................................35
How to Categorize the Contact by the Caller Entered Digits (CED) ...................................................37
Categorizing by Time and Date ...............................................................................................................39
How to Categorize a Contact by the Time ..........................................................................................39
How to Categorize a Contact by the Day of Week ..............................................................................41
Categorizing by Branching ......................................................................................................................42
How to Execute a Different Script .......................................................................................................43
How to Direct Script Execution to a Specific Branch...........................................................................44
How to Direct Script Execution to Different Branches by Percentage..................................................45
How to Categorize a Contact based on a Condition............................................................................46
How to Categorize a Contact Based on its Media Routing Domain ...................................................47
Categorizing By External Data ................................................................................................................47
How to Modify the CallRouter Registry to Provide for DB Lookup Authentication on the Remote Database
Target...................................................................................................................................................48
How to Categorize a Contact by External Data...................................................................................48
How to Reference Retrieved External Data.........................................................................................49
Categorizing by External Applications .....................................................................................................50
4. Selecting Routing Targets.........................................................................................................................53
What is a Routing Target?........................................................................................................................54
What is a Route?......................................................................................................................................54
What is a Translation Route?....................................................................................................................54
What is a Target Set? ..............................................................................................................................54
Skill Target................................................................................................................................................54
Agents: How to Define a Set of Agents Who Can Receive the Contact...................................................55
Agent Node..........................................................................................................................................55
Skill Groups: How to Define a Set of Skill Groups That Can Receive the Contact...................................56
Services: How to Define a Set of Services That Can Receive the Contact..............................................58
Enterprise Skill Groups: How to Define a Set of Enterprise Skill Groups That Can Receive the Contact.59
Enterprise Services: How to Define a Set of Enterprise Services That Can Receive the Contact ..........61
Network Targets........................................................................................................................................62
How to Route a Call to an Announcement...............................................................................................62
How to Route a Call to a Scheduled Target .............................................................................................64
How to Route a Call to an Unanswered Ring...........................................................................................65
How to Route a Call to a Busy Signal ......................................................................................................65
How to Return a Label to a Routing Client...............................................................................................66
How to Return Multiple Labels to a Routing Client...................................................................................68
Selecting Targets by Rules ......................................................................................................................69
Types of Target Searching...................................................................................................................69
Standard Selection Rules....................................................................................................................70
Custom Selection Rules......................................................................................................................71
Scripting and Media Routing Guide Cisco Unified ICM/Contact Center Enterprise & Hosted Release 7.5(1)
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