Cisco Cisco IPCC Web Option Release Note

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The Routing Target Columns list contains the columns to be displayed in the
Real-Time Data window.

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If you select a column in the Routing Target Columns list, the heading for that column
appears in the Column Header field.

3. Use the Add and Remove buttons to move columns between the lists. Use the Move buttons

to change the order of the selected columns. (To change back to the default column order,
click Default Columns.)

4. Optionally, to edit a Routing Target Columns heading, make changes within the Column

Header field. (To change back to the default header, highlight the Routing Target Column
name and click the Default Header button.)

5. Optionally, click the Short Headers / Long Headers radio buttons to change between the

full and abbreviated forms of the default column headers. The abbreviated forms are
typically three to four letters. (For example, AHT is used for Average Handle Time.)

6. To save the changes, click OK. The settings apply to the current and future Script Editor

sessions.

How to View Router Logs

You can view CallRouter log messages to determine how contacts have been routed and to see
any errors ICM software has encountered in processing routing requests.

You Start Router Log Viewer from the ICM Admin Workstation group. The Router Log Viewer
window opens.

The top field of the Router Log Viewer window displays information about each call ICM
software has routed, including:

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The time that routing request was received

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The dialed number (DN), or script selector, and the caller's billing telephone number (ANI)

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Any caller-entered digits (CED)

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The label that ICM software returned to the routing client

The bottom field of the window displays any errors that ICM software has encountered in routing
calls, including:

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The time the error occurred

•

Text describing the error

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