User Guide

Example - Routing Based on the Media Routing Domain ................................................................210
Example E-Mail Scripts .........................................................................................................................211
Overview of E-mail Routing through ICM Software ..........................................................................211
Example - Queuing E-mail to a Skill Group ......................................................................................212
Example - Routing a Message Based on Priority .............................................................................213
Example Universal Queue Scripts .........................................................................................................214
Selecting Agents from Skill Groups ..................................................................................................215
Categorizing by Media Routing Domain ...........................................................................................216
Queuing to Agents ............................................................................................................................216
Example IPCC Enterprise Scripts .........................................................................................................217
Redirection on Ring No Answer ........................................................................................................218
Agent Transfer ...................................................................................................................................219
Supervisor Assist...............................................................................................................................221
Additional Example Outbound Option Scripts .......................................................................................222
Setting the OutboundControl Variable and Skill Group Reservation Percentage..............................222
Using the Dialed Number for the MR Routing Client and Routing through a Select Node to a Skill
Group.................................................................................................................................................225
Transfer to IVR Using Outbound Option with IP IVR..........................................................................226
Transfer to IVR Using Outbound Option with CVP/ISN......................................................................227
Estimated Wait Time (EWT) Queueing...................................................................................................228
When to use EWT Queing.................................................................................................................228
Example EWT/MED Script Formula..................................................................................................229
EWT/MED Script Explained...............................................................................................................229
14. Hosted Scripting Considerations...........................................................................................................231
NAM Script Configuration.......................................................................................................................231
CICM Scripting Considerations..............................................................................................................235
Create CICM VRU Scripts.................................................................................................................235
CICM VRU Script Considerations......................................................................................................236
RONA and ISN..................................................................................................................................236
Scripting for RONA............................................................................................................................236
15. Troubleshooting.....................................................................................................................................239
Glossary .....................................................................................................................................................241
Index ...........................................................................................................................................................245
Scripting and Media Routing Guide Cisco Unified ICM/Contact Center Enterprise & Hosted Release 7.5(1)
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