Cisco Cisco IP Contact Center Release 4.6.1 Release Note

Discusses diverting contacts to a Network VRU for additional call
processing.

Chapter 5, 

Discusses writing scripts to handle multichannel routing situations.

Chapter 6, 

Explains how to create formulas and use them in routing nodes,
categorizing contacts, and selecting routing targets.

Chapter 7, 

Discusses ICM script management tools and procedures.

Chapter 8, 

Discusses Script Editor Feature Control in terms of resrticting users
(or classes of users), from all (or some) Script Editor functionality.

Chapter 9, 

Discusses the Internet Script Editor functionality.

Chapter 10, 

Discusses scripting in an IPCC Environment.

Chapter 11, 

Provides information relating to the Start, Comment, and Line
Connector nodes.

Chapter 12, 

Provides example Web Collaboration, E-Mail, Universal Queue, IPCC
Enterprise, Outbound Option, and Estimated Wait Time (EWT)
queuing..

Chapter 13, 

Discusses scripting considerations in a hosted environment.

Chapter 14, 

Provides scripting troubleshooting information.

Chapter 15, 

Related Documentation

Obtaining Documentation

Cisco documentation and additional literature are available on Cisco.com. Cisco also provides
several ways to obtain technical assistance and other technical resources. These sections explain
how to obtain technical information from Cisco Systems.

Cisco.com

You can access the most current Cisco documentation at this URL:

You can access the Cisco website at this URL:

You can access international Cisco websites at this URL:

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