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

How to Categorize a Contact based on a Condition

You use the If node (in the General tab in the Palette) to direct script execution to one of two
branches based on the result of an evaluation. You can use formulas to define the If node.

Figure 35: If Icon

When ICM software executes an If node, it first evaluates the condition specified in the node
Properties dialog box Define condition field. If ICM software determines that the condition is
true, control flows through the success output terminal; if it determines the condition is false,
control flows through the failure output terminal.

Following is the Properties dialog box of the If node:

Figure 36: If Properties

Define If node properties as follows:

1. In the Define condition field, enter a condition or use the Formula Editor to create a formula.

2. Optionally, add comments and connection labels.

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