Cisco Cisco IPCC Web Option Release Note

Figure 126: Example - Queuing a Web Request to a Skill Group

In this example:

1. The script is executed Cisco Collaboration Server processes a new single-session chat

request. This script is scheduled to run for single-session chat requests. For more
information on call types and scheduling Web requests routing scripts, see Example - How
ICM Software Determines the Call Type for Web Request.

2. The script queues the request to a single-session chat skill group. At this time, ICM software

attempts to find an available agent who is a member of that skill group. When the agent
is found, ICM software returns the agent ID to the Collaboration Server.

Example - Pushing a URL to a Waiting Caller

The following script example shows how a script can push a URL to a waiting caller before the
Web request is queued to a skill group:

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