Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Leaflet
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Cisco CRS Scripting and Development Series: Volume 2, Editor Step Reference Guide, Release 6.0(1)
Chapter 2 CRS Editor Palette Step Descriptions
ACD Steps
Request Route Step
Use the Request Route step to request a calling routing location from Unified
ICME software. A Unified CCX script can then use that location to redirect a call.
ICME software. A Unified CCX script can then use that location to redirect a call.
Note
This step can be used with the Unified IPCC Gateway. See the Cisco IPCC
Gateway Deployment Guide for more information.
Gateway Deployment Guide for more information.
The Request Route step has two output branches:
•
Selected. The Request Route step successfully returned a routing destination
from Unified ICME software.
from Unified ICME software.
•
Failed. The Request Route step failed to return a routing destination from
Unified ICME software.
Unified ICME software.
Expected Wait Time
The expected wait time of the contact specified in the
contact field. That is, how long this contact will wait
before it is connected to an agent.
contact field. That is, how long this contact will wait
before it is connected to an agent.
Position in Queue
Position in queue of the contact specified in the contact
field for the specified CSQ.
field for the specified CSQ.
Current Wait
Duration
Duration
Wait duration of contact (in seconds) specified in contact
field (that is, how long this contact has waited).
field (that is, how long this contact has waited).
Table 2-135
Available Fields, CSQ Unified CCX Stats Report (continued)
Column Name
Description