Cisco Cisco IPCC Web Option Release Note

How to Categorize a Contact Based on its Media Routing Domain

You use the Media Routing Domain node to categorize contacts based on their media routing
domains. This node is described in the Universal Queue section of this document.

Categorizing By External Data

Scripts can categorize a contact based on data stored in a database that is not part of ICM
software, such as a Customer Relationship Management (CRM) system.

For example, a script that processes incoming phone calls can query a CRM using the CLID to
determine if the customer should receive Premium or Standard phone support. The records for
the customer with the phone number matching the CLID are retrieved, and the value of the
Support column is returned to the script. If the value indicates that the customer has paid for
Premium support, script processing continues down one branch that assigns the phone call to a
skill group dedicated to responding to Premium customers; otherwise, script processing continues
down another branch that assigns the phone call to a more general skill group, where the wait
time is expected to be longer.

Note: You must use the ICM Configuration Manager to define the external database table and
the columns that are to be referenced in scripts. For more information, see the Cisco ICM
Software Configuration Guide.

You can categorize a contact by retrieving external data with the DB Lookup Node, then
referencing the retrieved external data on the DB Lookup node success branch.

How to Modify the CallRouter Registry to Provide for DB Lookup Authentication on the Remote Database Target

By default, when attempting to access a remote database, the ICM CallRouter authenticates
itself as:

•

Username = SA

•

Password = blank

If different account information is required to access the database, you must specify this by
editing the Windows registry on the CallRouter to include a SQLLogin Registry Key at the
following
location:

.

Create the SQLLogin key as follows: 

. Use a comma as the delimiter to separate data for

separate databases.

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