Cisco Cisco E-Mail Manager Unity Integration Option Release Note

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.

How to create an administrative script to control the OutboundControl variable and skill group
percentage:

1. Open the ICM Script Editor application.

2. Create an administrative script using a Start node, a Set node, an End node, and an If node

(all required).

3. Set the OutboundControl variable.

Note: Use the Set node to set skill group variables (OutboundControl and
OutboundPercent).

OutboundControl Variable Settings

–

INBOUND: Indicates that this skill group is disabled for outbound use and only
takes inbound calls.

–

PREDICTIVE_ONLY: Dials several customers per agent. After reaching a live
contact, the Predictive Dialer transfers the customer to a live agent along with a
screen pop to the agent’s desk. The predictive algorithm is designed to calculate the
number of lines to dial per available agent to keep agent wait time to a minimum.

–

PREDICTIVE_BLENDED: Agents receive inbound calls, but could be used for an
outbound call when available.

–

PREDICTIVE_BLENDED: Agents receive inbound calls, but could be used for an
outbound call when available.

–

PREVIEW_ONLY: Reserves an agent prior to initiating an outbound call and presents
the agent with a screen pop. The agent might then

Accept the call: Dials the customer and transfers the call to the agent.

Skip the call: Agent receives another customer call.

Skip-Close the call: Skips the current preview call and closes the record so it will
not be called again.

Reject the call: Releases the agent. At this point, the system might deliver the agent
another preview outbound call or a new inbound call.

Reject-Close the call: Rejects the current preview call and closes the record so it
will not be called again.

–

PREVIEW_BLENDED: Agents receive inbound calls, but could be used for an
outbound preview call when available.

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