Cisco Cisco IP Contact Center Release 4.6.1 Release Note

Cisco Predefined Enterprise Call Variables

You can use the following Cisco predefined strings as enterprise call variables in IPCC Express
in the Set Enterprise Call Info and Get Enterprise Call Info steps to pass information between
the ICM system and the IPCC Express system:

•

VRU Script Name

•

ConfigParam

•

Call.CallingLineID

•

Call.CallerEnteredDigits

•

Call.PeripheralVariable1 to Call.PeripheralVariable10

•

Call.AccountNumber

The Cisco ICM Enterprise Server, the Cisco IPCC Express system, and the Cisco Agent Desktop
support these call variables for passing data among themselves.

If you need more call variables than those predefined in the General tab, use Expanded Call
Context (ECC) variables.

Enterprise Expanded Call Context (ECC) Variables

The Cisco ICM Enterprise Server, the Cisco IPCC Express system, and the Cisco Agent Desktop
can also pass ECC variables to each other.

Enterprise Expanded Call Context (ECC) data fields are used by all applications in the IPCC
Express Cluster. There can be as many as 200 user-defined fields defined in the Field List (index
numbers 0-199) of expanded call variables. These field values do not appear in the
ContactCallDetail records as there are no fields reserved for them. IPCC Express has pre-defined
ECC variables.

Note: Every enterprise ECC variable must be separately defined on all parts of the system that
sends and receives the variable data: the CRS Editor in IPCC Express, the Cisco Agent Desktop,
and the ICM software.

Example IPCC Gateway Post-routing Scripts

In IPCC Gateway deployments where the IPCC Express system is the child system, that is,
connected to an ICM; the IPCC Express system can use the ICM system for post-routing.

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