Cisco Cisco E-Mail Manager Unity Integration Option Release Note

Dialed Number (DN)............................................................................................................................29
Calling Line ID (CLID)..........................................................................................................................29
Using a CLID Prefix.............................................................................................................................29
Using a CLID Region ..........................................................................................................................29
Caller-entered Digits (CED) ................................................................................................................30

Data for Web Requests............................................................................................................................30
Data for E-Mail Requests ........................................................................................................................31
How ICM Software Associates Contacts with Call Types.........................................................................32
Example - How ICM Software Determines the Call Type for a Voice Contact .........................................32
Example - How ICM Software Determines the Call Type for a Web Request ..........................................34
Example - How ICM Software Determines the Call Type for an E-Mail Contact ......................................34

Categorization through Scheduling Scripts by Call Type.....................................................................37
How to Change the Call Type and Continue Script Processing...........................................................37
How to Change the Call Type and Execute a New Script....................................................................38

How to Categorize a Contact by the Dialed Number...........................................................................40
How to Categorize a Contact by the Calling Line ID............................................................................41
How to Categorize the Contact by the Caller Entered Digits (CED) ...................................................43

How to Categorize a Contact by the Time ..........................................................................................45
How to Categorize a Contact by the Day of Week ..............................................................................47

How to Execute a Different Script .......................................................................................................49
How to Direct Script Execution to a Specific Branch...........................................................................50
How to Direct Script Execution to Different Branches by Percentage..................................................51
How to Categorize a Contact based on a Condition............................................................................53
How to Categorize a Contact Based on its Media Routing Domain ...................................................54

How to Modify the CallRouter Registry to Provide for DB Lookup Authentication on the Remote Database
Target...................................................................................................................................................54
How to Categorize a Contact by External Data...................................................................................55
How to Reference Retrieved External Data.........................................................................................56

What is a Routing Target?........................................................................................................................60
What is a Route?......................................................................................................................................60
What is a Translation Route?....................................................................................................................60
What is a Target Set? ..............................................................................................................................60
Skill Target................................................................................................................................................60
Agents: How to Define a Set of Agents Who Can Receive the Contact...................................................61

Skill Groups: How to Define a Set of Skill Groups That Can Receive the Contact...................................62
Services: How to Define a Set of Services That Can Receive the Contact..............................................64
Enterprise Skill Groups: How to Define a Set of Enterprise Skill Groups That Can Receive the Contact.65
Enterprise Services: How to Define a Set of Enterprise Services That Can Receive the Contact ..........67
Network Targets........................................................................................................................................68
How to Route a Call to an Announcement...............................................................................................69

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