Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Leaflet
2-47
Cisco CRS Scripting and Development Series: Volume 2, Editor Step Reference Guide, Release 6.0(1)
Chapter 2 CRS Editor Palette Step Descriptions
Contact Steps
Set Contact Info Step
Use the Set Contact Info step to modify the context information associated with a
contact.
contact.
Figure 2-32
Set Contact Info Customizer Window
The Set Contact Info step often follows a Redirect step in the script, in order to
mark the contact as Handled.
mark the contact as Handled.
A contact can be marked Handled only while it is active. Once a contact becomes
inactive (for example, after a successful transfer), the script has a maximum of 5
seconds to mark the contact as Handled; otherwise the mark will have no effect in
reporting.
inactive (for example, after a successful transfer), the script has a maximum of 5
seconds to mark the contact as Handled; otherwise the mark will have no effect in
reporting.
The system automatically marks a contact as Handled when the contact is
connected to a Cisco Unified Contact Center Express (Unified CCX) or Cisco
Unified Intelligent Contact Management Enterprise (Unified ICME) agent.
connected to a Cisco Unified Contact Center Express (Unified CCX) or Cisco
Unified Intelligent Contact Management Enterprise (Unified ICME) agent.
Note
You cannot mark a contact as unhandled. Once a contact is reported as Handled,
it will always be reported as such.
it will always be reported as such.