Cisco Cisco IPCC Web Option Release Note

Figure 112: Post Route to a Route Point

Scripting in an Outbound Environment

Outbound Option only supports both Type 2 (Generic PG environment) and Type 9 (IPCC
System PG environment). For CVP, Outbound Option supports both Type 7 and Type 5
(CVP/ISN Comprehensive Model - Cisco CVP was formerly called Cisco ISN).

If using the transfer to IVR feature, create a transfer to IVR campaign. Transfer to IVR campaigns
might require translation routes if using a Type 2 IVR, so refer to the IPCC Installation and
Configuration Guide for Cisco IPCC Enterprise Edition for details about setting up translation
routes. (Note that translation routes are not required when using the IPCC System PG.)

Note: The transfer to IVR feature is only supported for Outbound Option on Cisco IP Contact
Center (IPCC Enterprise). You can not use this feature in the Direct Preview or the regular
Preview modes.

The dynamic routing client feature is used when an outbound agent transfers a call using
CVP/ISN to a Type 2 VRU. Make sure the routing client for the translation route labels is
CallManager, which makes the outgoing call.

Controlling the OutboundControl Variable and Skill Group Reservation Percentage Using an Administrative Script

Use the ICM Script Editor application to create an administrative script for each skill group to
control the OutboundControl variable and the skill group reservation percentage (one script can
be used to control all Outbound Option skill groups or multiple scripts can control multiple
Outbound Option skill groups). The Outbound Option Dialer looks at the value of the
OutboundControl variable to determine which mode each skill group uses. If the
OutboundControl variable is not set, the skill group defaults to inbound. If using the transfer to
IVR feature, create a transfer to IVR campaign.

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