Cisco Cisco IP Contact Center Release 4.6.1 Release Note

Example - How ICM Software Determines the Call Type for a Web Request

The following basic example demonstrates how ICM Software Determines the Call Type for a
single session chat Web request:

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

is defined as having a Script Selector (Dialed Number) of "SSC_DN".

2. When configuring Collaboration Server, you set the value of the scriptselector variable in

the call form to "SSC_DN".

3. When configuring Collaboration Server, you set the dialednumber variable in the input

map to equal the scriptselector variable in the call form.

4. You create a script called "SSC_SCRIPT" which finds the longest available agent in the

"COLLABORATION_SALES" skill group.

5. You schedule the script to run for the "SSC_CT" Call Type.

6. A Web user requests a chat session.

7. A route request is sent to ICM software.

8. ICM software determines that the Call Type is "SSC_CT" and executes the "SSC_SCRIPT"

script.

9. ICM software instructs the Collaboration Server to assign the task to a particular agent.

For information on setting up Cisco Collaboration Server to send route requests to ICM software,
see the Cisco Collaboration Server Administration Guide.

Example - How ICM Software Determines the Call Type for an E-Mail Contact

The following example demonstrates how ICM Software Determines the Call Type for an
E-Mail contact:

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

Type is defined as having a Script Selector (Dialed Number) of "Instance1.SalesQueue".

2. When configuring E-Mail Manager, you set the system rules to assign some messages to

the ICM Routing queue "SalesQueue", set their priority to "Urgent", and associated them
with the category "Sales".

3. You create a script called "EMAIL_SCRIPT". For messages with a priority of "Urgent"

(with the cisco.cem.Priority Expanded Call Variable value of "3") and a category of "Sales"

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