Cisco Cisco Unified Contact Center Enterprise 9.0(2) Installation Guide

Cisco CRS Scripting and Development Series: Volume 1, Getting Started with Scripts. The
Unified CCX steps, agent-based routing, and skill-based routing are also explained in that book
as well as in Cisco CRS Scripting and Development Series: Volume 2, Editor Step Reference.

Scripting on the Unified ICME Parent

The script on the Unified ICME parent interacts with the IPCC Gateway PG. The following
figure shows a Unified ICME parent script that selects Ready resource from skill group and
returns a CSQ label.

Figure 15: Unified ICME Routing Script

The following figure shows a Skill Group Explorer configuration that returns a CSQ label.

Figure 16: CSQ Label on Skill Group Explorer

Cisco IPCC Gateway Deployment Guide for Unified ICME, Unified CCE, and Unified CCX, Enterprise Releases 7.2(1) and Express Release 5.0(1)