User Guide

Categorizing Contacts
When you create a routing script, you typically use the nodes available in Script Editor to define
how the script is to categorize contacts. By categorizing contacts, a script can provide unique
treatments for different customer needs.
This chapter contains the following topics:
•
Categorization and Call Types, page 31
•
Categorizing by Call Type Qualifiers, page 33
•
Categorizing by Time and Date , page 39
•
Categorizing by Branching , page 42
•
Categorizing By External Data , page 47
•
Categorizing by External Applications , page 50
Categorization and Call Types
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.
Categorization through Scheduling Scripts by Call Type
Call Types provide the first level of categorization for routing scripts. You schedule scripts by
call type; therefore the Call Type of a contact determines which script is executed, enabling you
to create different scripts for different types of contacts.
How to Change the Call Type and Continue Script Processing
You can change the Call Type of a contact from within a script by using the Call Type node (in
the Routing tab of the Palette).
Scripting and Media Routing Guide Cisco Unified ICM/Contact Center Enterprise & Hosted Release 7.5(1)
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Chapter 3