Cisco Cisco IP Contact Center Release 4.6.1 Release Note

connection. Valid characters are the digits 0 through 9, the asterisk (*), and the number
sign (#).

2. Click Add None to add the value of None to a connection, specifying that it matches only

those cases where no digits are entered or where no digits are required. When specifying
None, you can select:

–

None, to include both None Entered and None Required situations.

–

None Entered, to apply when the caller was prompted for digits but did not enter
any.

–

None Required, to apply when the caller was not prompted for digits.

Note: If you delete a connection associated with a Case, the Case information you specified in
the Properties dialog box is also deleted.

Categorizing by Time and Date

You schedule a script by associating it with a Call Type. When a contact of a certain Call Type
is received, the associated script runs for that contact.

However, after the script executes, you can further categorize the contact based on the time and
day of week; in effect, this refines the schedule.

Note: The time and day of week are determined by the settings on the computer running the
ICM Central Controller.

For example, a Call Type named "SSC_CT" may be defined to include all Single Session Chat
Web requests. A script named "SSC_SCRIPT" executes every time a contact with the Call Type
"SSC_CT" is received. Typically, this script instructs Collaboration Server to assign the request
to the longest available agent in the "SSC" skill group. However, the contact center is staffed
differently over the weekend and the supervisor wants reports to better reflect weekend activity.
Therefore, for Single Session Chat Web requests received on Saturday or Sunday, the script
branches differently and instructs Collaboration Server to assign the request to the longest
available agent in the "WKEND_SUPPORT" skill group.

As another example, for a contact center where no phone support is available during night hours
or weekends, you may choose to design a script that during those off hours routes a phone call
to an announcement instead of an agent.

How to Categorize a Contact by the Time

You use the Time node (in the General tab of the Palette) to choose from among several paths
within the script based on the current time at the ICM Central Controller. Following is the
Properties dialog box of the Time node

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