Cisco Cisco Unified Contact Center Enterprise 9.0(2) Release Note

Figure 140: Example Supervisor Assist Script

Additional Example Outbound Option Scripts

Following are example scripts for use when ICM is part of an Outbound environment:

•

Setting the OutboundControl Variable and Skill Group Reservation Percentage

•

Using the Dialed Number for the MR Routing Client and Routing through a Select Node to
a Skill Group

•

Transfer to IVR Using Outbound Option with IP IVR

•

Transfer to IVR Using Outbound Option with CVP/ISN

These scripts are only examples, your needs may differ.

Setting the OutboundControl Variable and Skill Group Reservation Percentage

An administrative script is used to control the setting the OutboundControl variable and the
skill group reservation percentage. These values are used by the Outbound Option Dialer to

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