Cisco Cisco IP Contact Center Release 4.6.2 Release Note

In an IPCC Express environment , the Parent can return the following labels to a Child IPCC
express:

•

Route-points or DN (local or remote)

–

The Child IPCC Express script must be designed to redirect the call to that route-point.

•

CSQ ID

–

The Child IPCC Express script must be designed to use skill based routing and queue the
call to that CSQ.

•

Agent-ID

–

The Child IPCC Express script must be designed to use Agent based routing and send the
call to that agent.

Using Variables in an IPCC Express Environment

In IPCC Express scripts that interact with ICM scripts through the IPCC Gateway, you can use
three types of variables:

•

Local variables

•

Cisco predefined enterprise call variables

•

Enterprise Expanded Call Context (ECC) variables

IPCC Express uses enterprise Call Variables and enterprise Expanded Call Context Variables
when passing data between the integrated systems that make up an IPCC Gateway system:

•

the Cisco ICM Enterprise Server

•

the Cisco IPCC Express system

•

the Cisco Agent Desktop

The Set Enterprise Call Info and Get Enterprise Call Info steps are used to take data stored in
a local IPCC Express script variable and to make it available for display in the Cisco Agent
Desktop or for use in an ICM script.

ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0)