Cisco Cisco IPCC Web Option Release Note

Figure 108: Post Route to CSQ

Example IPCC Express and ICM Scripts that Select an Agent

The following figure displays an example script using the Select Resource step to route the call
to a specific agent (agent-based routing), as it appears in the CRS Editor window. For additional
information on this IPCC Express script, refer to the "Designing IPCC Gateway Scripts" chapter
of: Cisco CSR Scripting and Development Series: Volume 1, Getting Started with Scripts,
Release 4.0(1).

Note: For agent based routing to succeed, the state of the selected agent must be ready. The
Select Resource step fails if the selected agent is in any state other than ready. The ICM can
determine the current state of an agent although there is no guarantee that the state of the agent
state will not change between when the ICM returns information and the IPCC Express script
routes the call based on that information although, depending on the design of the script, the
time between the two should be extremely small making it unlikely that this would occur.

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