Cisco Cisco IP Contact Center Release 4.6.1

Figure 3: Unified ICME Route Request Processing

The following subsections describe this processing.

Determine Call Type

When the system software receives a route request for a call, it first determines the call type of
the call. A call type is a category of incoming Unified ICME routable tasks. Each call type has
a schedule that determines which routing script or scripts are active for that call type at any
time.

There are two classes of call types:

•

Voice (phone calls)

•

Non-voice (for example, email and text chat)

Voice call types are categorized by the dialed number (DN), the caller-entered digits (CED),
and the calling line ID (CLID).

Non-voice call types are categorized by the Script Type Selector, Application String 1, and
Application String 2.

In either case, the last two categories of the call type are optional. For voice call types, the
caller-entered digits and the calling line ID are optional, depending on the call. For non-voice
call types, Application String 1 and Application String 2 are optional, depending on the
application.

Configuration Guide for Cisco Unified ICM/Contact Center Enterprise and Hosted Release 8.0(2)