Cisco Cisco E-Mail Manager Unity Integration Option Release Note
How to Route a Call to a Scheduled Target .............................................................................................70
How to Route a Call to an Unanswered Ring...........................................................................................72
How to Route a Call to a Busy Signal ......................................................................................................72
How to Return a Label to a Routing Client...............................................................................................73
How to Return Multiple Labels to a Routing Client...................................................................................74
Selecting Targets by Rules ......................................................................................................................76
How to Route a Call to an Unanswered Ring...........................................................................................72
How to Route a Call to a Busy Signal ......................................................................................................72
How to Return a Label to a Routing Client...............................................................................................73
How to Return Multiple Labels to a Routing Client...................................................................................74
Selecting Targets by Rules ......................................................................................................................76
Types of Target Searching...................................................................................................................76
Standard Selection Rules....................................................................................................................77
Custom Selection Rules......................................................................................................................78
How to Select Targets by Rules...........................................................................................................79
Standard Selection Rules....................................................................................................................77
Custom Selection Rules......................................................................................................................78
How to Select Targets by Rules...........................................................................................................79
Distributing Contacts to Targets ...............................................................................................................81
Selecting Targets and Distributing Contacts Using One Node.................................................................82
Transferring Calls from Agents to Agents.................................................................................................85
Sending a Contact to a Different ICM System..........................................................................................87
Stopping Script Processing......................................................................................................................89
Selecting Targets and Distributing Contacts Using One Node.................................................................82
Transferring Calls from Agents to Agents.................................................................................................85
Sending a Contact to a Different ICM System..........................................................................................87
Stopping Script Processing......................................................................................................................89
End Node.............................................................................................................................................89
Termination Node.................................................................................................................................89
Release Call Node...............................................................................................................................90
Termination Node.................................................................................................................................89
Release Call Node...............................................................................................................................90
How Target Requery Works.................................................................................................................91
How to Test the RequeryStatus Variable..............................................................................................92
Which Nodes Support Target Requery................................................................................................92
Target Requery with IPCC and IP IVR.................................................................................................93
Using Target Requery .........................................................................................................................93
How to Test the RequeryStatus Variable..............................................................................................92
Which Nodes Support Target Requery................................................................................................92
Target Requery with IPCC and IP IVR.................................................................................................93
Using Target Requery .........................................................................................................................93
About Call Tracer.................................................................................................................................93
How to Check Targets .........................................................................................................................94
Example Results..................................................................................................................................94
How to Check VRU Scripts..................................................................................................................96
How to Check Targets .........................................................................................................................94
Example Results..................................................................................................................................94
How to Check VRU Scripts..................................................................................................................96
What is a VRU..........................................................................................................................................97
What is a Network VRU?..........................................................................................................................98
Configuring VRUs.....................................................................................................................................98
Network VRU Types and Script Nodes.....................................................................................................98
Accessing VRU Scripts in ICM Scripts.....................................................................................................99
Sending a Call to a VRU with the Send to VRU Node .............................................................................99
Sending a Call to a VRU with the Translation Route to VRU Node ........................................................100
Sending a Call to a VRU after a Translation Route to VRU.....................................................................103
Running External Scripts........................................................................................................................104
Checking for VRU Errors .......................................................................................................................106
Queuing Calls at VRUs ..........................................................................................................................107
Placing a Call in Queue .........................................................................................................................107
Adjusting the Priority of a Call in a Queue .............................................................................................110
Removing the Call from a Queue ..........................................................................................................111
VRU MicroApp Nodes ...........................................................................................................................112
Collecting Data from the Caller...............................................................................................................112
Prompting a Caller to Select from a Set of Options ...............................................................................115
Playing Specific Recordings to the Caller ..............................................................................................118
Overriding VRU Settings ........................................................................................................................121
Temporarily Halting Script Execution......................................................................................................122
What is a Network VRU?..........................................................................................................................98
Configuring VRUs.....................................................................................................................................98
Network VRU Types and Script Nodes.....................................................................................................98
Accessing VRU Scripts in ICM Scripts.....................................................................................................99
Sending a Call to a VRU with the Send to VRU Node .............................................................................99
Sending a Call to a VRU with the Translation Route to VRU Node ........................................................100
Sending a Call to a VRU after a Translation Route to VRU.....................................................................103
Running External Scripts........................................................................................................................104
Checking for VRU Errors .......................................................................................................................106
Queuing Calls at VRUs ..........................................................................................................................107
Placing a Call in Queue .........................................................................................................................107
Adjusting the Priority of a Call in a Queue .............................................................................................110
Removing the Call from a Queue ..........................................................................................................111
VRU MicroApp Nodes ...........................................................................................................................112
Collecting Data from the Caller...............................................................................................................112
Prompting a Caller to Select from a Set of Options ...............................................................................115
Playing Specific Recordings to the Caller ..............................................................................................118
Overriding VRU Settings ........................................................................................................................121
Temporarily Halting Script Execution......................................................................................................122
ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0)
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