Cisco Cisco IP Contact Center Release 4.6.1 Release Note

How ICM Software Associates Contacts with Call Types

Following is the general process of how ICM software attempts to associate a contact with a
Call Type.

1. If the Dialed Number, Calling Line ID, and Caller-Entered Digits of the contact map to a

defined Call Type, ICM software uses that Call Type.

2. If no Call Type matches the contact, ICM software uses the default Call Type for the

routing client.

3. If no default Call Type is defined for the routing client, ICM software uses the general

default Call Type.

4. If no general default Call Type is defined, ICM software uses the default label defined for

the dialed number.

5. If no default label is defined for the dialed number, ICM software returns an error to the

routing client.

Example - How ICM Software Determines the Call Type for a Voice Contact

The following basic example demonstrates how ICM Software Determines the Call Type for a
voice contact and runs the appropriate script:

1. When configuring ICM software, you create a Call Type called

"MASSACHUSETTS_SALES". This Call Type is defined as:

–

Having a Dialed Number of "NICClient1.8005551234".

–

Being from Massachusetts. This is determined by using a Calling Line ID Region
which consists of CLID Prefixes for all area codes in Massachusetts: 617, 508, 978,
and 413.

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