User Guide

How to Select Targets by Rules...........................................................................................................72
Distributing Contacts to Targets ...............................................................................................................74
Selecting Targets and Distributing Contacts Using One Node.................................................................75
Transferring Calls from Agents to Agents.................................................................................................78
Sending a Contact to a Different ICM System..........................................................................................80
Stopping Script Processing......................................................................................................................81
End Node.............................................................................................................................................82
Termination Node.................................................................................................................................82
Release Call Node...............................................................................................................................83
Using Target Requery ..............................................................................................................................83
How Target Requery Works.................................................................................................................84
How to Test the RequeryStatus Variable..............................................................................................84
Which Nodes Support Target Requery................................................................................................85
Target Requery with IPCC and IP IVR.................................................................................................85
Using Target Requery .........................................................................................................................86
Checking Targets .....................................................................................................................................86
About Call Tracer.................................................................................................................................86
How to Check Targets .........................................................................................................................86
Example Results..................................................................................................................................87
How to Check VRU Scripts..................................................................................................................89
5. Network VRUs...........................................................................................................................................91
What is a VRU..........................................................................................................................................91
What is a Network VRU?..........................................................................................................................92
Configuring VRUs.....................................................................................................................................92
Network VRU Types and Script Nodes.....................................................................................................92
Accessing VRU Scripts in ICM Scripts.....................................................................................................93
Sending a Call to a VRU with the Send to VRU Node .............................................................................93
Sending a Call to a VRU with the Translation Route to VRU Node ..........................................................94
Sending a Call to a VRU after a Translation Route to VRU.......................................................................97
Running External Scripts..........................................................................................................................98
Checking for VRU Errors .......................................................................................................................100
Queuing Calls at VRUs ..........................................................................................................................101
Placing a Call in Queue .........................................................................................................................101
Adjusting the Priority of a Call in a Queue .............................................................................................104
Removing the Call from a Queue ..........................................................................................................105
VRU MicroApp Nodes ...........................................................................................................................106
Collecting Data from the Caller...............................................................................................................106
Prompting a Caller to Select from a Set of Options ...............................................................................109
Playing Specific Recordings to the Caller ..............................................................................................112
Overriding VRU Settings ........................................................................................................................115
Temporarily Halting Script Execution......................................................................................................116
6. Multichannel Routing...............................................................................................................................119
Overview of Multichannel Services........................................................................................................119
Supported Route Requests...............................................................................................................119
Routing Application Requests............................................................................................................119
Synchronized Agents and Skill Groups.............................................................................................120
Independent Media Queues..............................................................................................................120
Universal Queue.....................................................................................................................................121
What is Universal Queue?.................................................................................................................121
Universal Queue IPCC Requirement.................................................................................................121
Scripting and Media Routing Guide Cisco Unified ICM/Contact Center Enterprise & Hosted Release 7.5(1)
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