Cisco Cisco IPCC Web Option Release Note

SQLFLT4DBFLT4 (real), SQLFLT8DBFLT8 (float), and SQLDATETIME (datetime).
All fields except SQLDATETIME, SQLVARCHAR, and SQLCHAR must be defined as
NOT NULL fields. These three fields can be defined as NULL.

2. In the Lookup value field, define constant or expression to match the key value in the row

you want to retrieve. The value must be of the appropriate data type to match the key field
in the table. You can use formulas to define the expression. For example, if phone_number
is a key field in the database table, you might use Call.CallingLineID as the Lookup Value.

3. Optionally, add comments and connection labels.

How to Reference Retrieved External Data

To access retrieved data, you use the following syntax in nodes that reference a column:

Where:

•

 is the enterprise name of the table as defined through the Configuration Manager.

•

 is the name of the column from the table, which is also defined through the

Configuration Manager.

For example, if the table Customers contains a column named Priority, you would reference
that column in an If expression as follows:

For more information, see 

Categorizing by External Applications

You can categorize a contact based on data returned from an application external to ICM software
by using the Application Gateway node (in the General tab of the Palette).

Figure 39: Gateway Icon

For example, a script that processes incoming phone calls can send the caller's account number
to an external application, which returns to the script the caller's account balance. The script
can then branch on the value of the account balance, providing premium service to callers with
higher account balances.

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