Cisco Cisco IP Contact Center Release 4.6.1 Release Note
Figure 126: Example - Queuing a Web Request to a Skill Group
In this example:
1. The script is executed Cisco Collaboration Server processes a new single-session chat
request. This script is scheduled to run for single-session chat requests. For more
information on call types and scheduling Web requests routing scripts, see Example - How
ICM Software Determines the Call Type for Web Request.
information on call types and scheduling Web requests routing scripts, see Example - How
ICM Software Determines the Call Type for Web Request.
2. The script queues the request to a single-session chat skill group. At this time, ICM software
attempts to find an available agent who is a member of that skill group. When the agent
is found, ICM software returns the agent ID to the Collaboration Server.
is found, ICM software returns the agent ID to the Collaboration Server.
Example - Pushing a URL to a Waiting Caller
The following script example shows how a script can push a URL to a waiting caller before the
Web request is queued to a skill group:
Web request is queued to a skill group:
ICM Scripting and Media Routing Guide Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0)
216
Chapter 13: - Example Scripts
Example Web Collaboration Scripts