User Guide

•
Dialed Number
•
Calling Line ID (CLID)
•
Caller-Entered Digits
When ICM software determines a contact's Call Type based on these qualifiers, it executes the
associated script.
However, after the script executes, you can further categorize the contact based on the values
of the Call Type qualifiers.
For example, a Call Type may be defined as having a Calling Line ID that includes calls from
all area codes in New England states. When the script associated with that Call Type executes,
it can examine the specific area code in the Calling Line ID and branch differently depending
on the value, thus treating calls from different area codes in New England differently.
You can categorize a contact based on its Call Type Qualifiers by using one or more of the
following nodes:
•
Dialed Number (DN) Node
•
Calling Line ID (CLID) Node
•
Caller Entered Digits (CED) Node
How to Categorize a Contact by the Dialed Number
You can categorize a contact based on its Dialed Number by using the Dialed Number (DN)
node ( in the Routing tab of the Palette).
Figure 17: The Dialed Number Icon
Following is the Properties dialog box of the Dialed Number node:
Scripting and Media Routing Guide Cisco Unified ICM/Contact Center Enterprise & Hosted Release 7.5(1)
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Chapter 3: Categorizing Contacts
Categorizing by Call Type Qualifiers