User Guide

Universal Queue Configuration Overview..........................................................................................121
Multichannel Scripting and Media Routing Domains..............................................................................121
What is a Media Routing Domain?....................................................................................................121
Media Routing Domains and Interruptibility.......................................................................................122
How to Use Media Routing Domains to Categorize Contacts ..........................................................122
Queuing to Agents..................................................................................................................................123
How to Change the Queue to Agent Type..............................................................................................124
How to Specify an Agent Directly...........................................................................................................124
How to Select an Agent by an Expression.............................................................................................125
7. Using Formulas.......................................................................................................................................129
What is a Formula?................................................................................................................................129
Formula Example...................................................................................................................................129
Variables.................................................................................................................................................130
What is a Variable?............................................................................................................................130
Variable Syntax..................................................................................................................................130
Single-Target Variables......................................................................................................................130
Multiple-Target Variables....................................................................................................................131
What are Call Control Variables?.......................................................................................................131
What are Expanded Call Context (ECC) Variables?..........................................................................132
Persistent vs Non-Persistent Call Variables.......................................................................................133
Expanded Call Context Variables for E-Mail Manager Messages......................................................133
Expanded Call Context Variables for Web Callback...........................................................................134
What are User Variables?..................................................................................................................134
How to Set Variable Values with the Set Variable Node.....................................................................135
SkillGroup.Avail And SkillGroup.ICMAvailable Variables...................................................................136
SkillGroup.ICMAvailable Variable.......................................................................................................136
SkillGroup.Avail Variable....................................................................................................................136
Closed Variables................................................................................................................................137
Operators...........................................................................................................................................138
Prefix Operators.................................................................................................................................138
Arithmetic Operators..........................................................................................................................138
Equality Operators.............................................................................................................................138
Relational Operators..........................................................................................................................139
Logical Operators..............................................................................................................................139
Bitwise Operators..............................................................................................................................139
Miscellaneous Operators...................................................................................................................140
Operator Precedence........................................................................................................................140
Built-in Functions...............................................................................................................................141
Date and Time Functions...................................................................................................................141
Mathematical Functions.....................................................................................................................142
Miscellaneous Functions...................................................................................................................142
Custom Functions..............................................................................................................................143
What are Custom Functions?............................................................................................................144
How to Add a Custom Function..............................................................................................................144
Adding Custom Functions..................................................................................................................144
How to Import a Custom Function..........................................................................................................145
Importing Custom Functions..............................................................................................................145
How to Export a Custom Function..........................................................................................................146
Exporting Custom Functions.............................................................................................................146
8. Script Administration...............................................................................................................................147
Scripting and Media Routing Guide Cisco Unified ICM/Contact Center Enterprise & Hosted Release 7.5(1)
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