User Guide

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Prioritizing Calls......................................................................................................................................176

Checking for Available Agents ...............................................................................................................176

Using the Select Node ...........................................................................................................................176

Queuing to a Skill Group........................................................................................................................176

Canceling Queuing ................................................................................................................................177

Using the Busy Node..............................................................................................................................177

Using the Ring Node .............................................................................................................................177

Using the Release Call Node.................................................................................................................178

Using the End Node...............................................................................................................................178

Call Treatment Comparison....................................................................................................................178

Using the Agent to Agent Node .............................................................................................................178

Using the Service and Enterprise Service Nodes .................................................................................179

Using the Scheduled Select and Divert Label Nodes ............................................................................179

Using IVR as a Queue Point...................................................................................................................179

Interruptible vs. Non-Interruptible.......................................................................................................179

IVR (VRU) Types ...............................................................................................................................180

Using the Translation Route to VRU Node ........................................................................................180

No Default Skill Groups in Routing Scripts ............................................................................................181

System IPCC..........................................................................................................................................181

IPCC System PG...............................................................................................................................182

System IPCC to ICM Object Mapping...............................................................................................183

IPCC Express.........................................................................................................................................184

Scripting in an IPCC Express Environment.......................................................................................184

Using Variables in an IPCC Express Environment.............................................................................184

Cisco Predefined Enterprise Call Variables.......................................................................................185

Enterprise Expanded Call Context (ECC) Variables..........................................................................185

Example IPCC Gateway Post-routing Scripts.........................................................................................186

Example IPCC Express and ICM Scripts that Select a CSQ.............................................................187

Example IPCC Express and ICM Scripts that Select an Agent.........................................................189

Example IPCC Express and ICM Scripts that Select a Route Point (Redirect).................................191

Scripting in an Outbound Environment...................................................................................................193

Controlling the OutboundControl Variable and Skill Group Reservation Percentage Using an

Administrative Script..........................................................................................................................193

Transfer to IVR Using Outbound Option with IP IVR..........................................................................196

Transfer to IVR Campaign Using Outbound Option with CVP/ISN....................................................197

Configuring a Queue to Agent Node..................................................................................................198

IPCC System PG for Outbound Option..............................................................................................199

12. Utility Nodes..........................................................................................................................................201

Start Node..............................................................................................................................................201

Comment Node......................................................................................................................................202

Line Connector Node..............................................................................................................................203

13. Example Scripts....................................................................................................................................205

Example Web Collaboration Scripts.......................................................................................................205

Overview of Web Request Routing through ICM Software ...............................................................205

Web Requests and Media Routing Domains ....................................................................................206

Non-voice MRDs ...............................................................................................................................206

The Voice MRD .................................................................................................................................207

Example - Queuing a Web Request to a Skill Group ........................................................................207

Example - Pushing a URL to a Waiting Caller ..................................................................................208

Example - Queuing Directly to an Agent ...........................................................................................208

Scripting and Media Routing Guide Cisco Unified ICM/Contact Center Enterprise & Hosted Release 7.5(1)