Cisco Cisco IPCC Web Option
Step 6
In the appropriate column, select an appropriate Enterprise Skill Group and an Enterprise
Route valid for the entered agent expression.
Route valid for the entered agent expression.
You can specify the agent expression multiple times, each with a different enterprise skill group
and enterprise route selection.
and enterprise route selection.
Refer to the Scripting and Media Routing Guide for Cisco Unified ICM/Contact Center Enterprise
& Hosted for more information about using Script Editor.
& Hosted for more information about using Script Editor.
Pushing Information to Waiting Web Collaboration/Chat Users
On the Central Controller, you can create a Network VRU script list, which lists scripts set up
to play to callers waiting for an agent.
to play to callers waiting for an agent.
With Unified ICM routing, you have the option of displaying information, such as advertisements
or informational URLs to a caller who is waiting to join a session with an agent. You can also
populate these ads or URLs so that they display caller information originating in the callform.
This way, you can personalize ads or messages seen by the waiting caller.
or informational URLs to a caller who is waiting to join a session with an agent. You can also
populate these ads or URLs so that they display caller information originating in the callform.
This way, you can personalize ads or messages seen by the waiting caller.
You can set up a VRU script list to point to URLs or text messages to display on the browsers
of callers waiting for a Collaboration agent. Refer to the Cisco Unified Web and E-Mail
Interaction Manager System Administration Guide for detailed instructions on setting up this
information.
of callers waiting for a Collaboration agent. Refer to the Cisco Unified Web and E-Mail
Interaction Manager System Administration Guide for detailed instructions on setting up this
information.
Application Object Filter
The application object filter restricts access to application specific data that is not owned by the
running application. Application owned data includes skill groups, services, application paths,
and routes. The application object filter is not applicable if there are no multimedia applications.
running application. Application owned data includes skill groups, services, application paths,
and routes. The application object filter is not applicable if there are no multimedia applications.
Access to the application object filter is restricted. You must use a super user password (case
sensitive) to enable or disable the application object filter. This password is set as "password"
during installation.
sensitive) to enable or disable the application object filter. This password is set as "password"
during installation.
Normally enabled, the application object filter prevents administrators from creating or editing
application specific skill groups, services, application paths, or routes in the Configuration
Manager. You would want this enabled since creating or editing the preceding application
specific data using Unified ICM could cause the application to become out of sync with Unified
ICM. These items must be created and updated in the application requiring them, and not in the
system software.
application specific skill groups, services, application paths, or routes in the Configuration
Manager. You would want this enabled since creating or editing the preceding application
specific data using Unified ICM could cause the application to become out of sync with Unified
ICM. These items must be created and updated in the application requiring them, and not in the
system software.
Disabling the application object filter allows administrators to create, delete, or edit application
specific skill groups, services, application paths, and routes from the Configuration Manager
tools. You might want to do this if, for example, an application is dead (you cannot access the
application) and application specific data needs to be removed from the Unified ICM database.
Another example of when you would want to disable the application object filter would be you
need clean up after removing an application.
specific skill groups, services, application paths, and routes from the Configuration Manager
tools. You might want to do this if, for example, an application is dead (you cannot access the
application) and application specific data needs to be removed from the Unified ICM database.
Another example of when you would want to disable the application object filter would be you
need clean up after removing an application.
Configuration Guide for Cisco Unified ICM/Contact Center Enterprise and Hosted Release 8.0(2)
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Chapter 9: Configuring Cisco Unified Intelligent Contact Management Software for Integrated Applications
Application Object Filter