Cisco Cisco IP Contact Center Release 4.6.2 Technical References
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Post-Routing
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Call Information Response results that contain a value of “000” cause the
call processing on the Aspect ACD to resume on the CCT step after the
original RECEIVE DATA step. Unified ICM scripts that control the dialed
number can pass extra information to the Aspect ACD by setting the A-E
variables.
call processing on the Aspect ACD to resume on the CCT step after the
original RECEIVE DATA step. Unified ICM scripts that control the dialed
number can pass extra information to the Aspect ACD by setting the A-E
variables.
See also:
See “Peripheral Call Control Variable Map” in Chapter 3, “Unified ICM
Configuration,” for more information on the Aspect A-E variable
definitions.
Configuration,” for more information on the Aspect A-E variable
definitions.
4.2. Label Syntax
The primary makeup of the Unified ICM Label for post-routing on the
Aspect ACD is a valid CCT number as defined on the Aspect Call Center.
On the Call Center, a valid CCT number is from “000” to “999”. Invalid
CCT numbers (that is, CCTs that do not exist or are out of the valid range),
result in an error in the Aspect Call Center Activity logs.
Aspect ACD is a valid CCT number as defined on the Aspect Call Center.
On the Call Center, a valid CCT number is from “000” to “999”. Invalid
CCT numbers (that is, CCTs that do not exist or are out of the valid range),
result in an error in the Aspect Call Center Activity logs.
See also:
Refer to the Aspect Call Center Workstation User’s Guide for additional
information on access to the Activity Logs.
information on access to the Activity Logs.
Labels containing the value “000” or invalid CCT numbers cause call
treatment on the Aspect ACD to resume at the step after the original
SEND DATA step. Labels containing valid CCT numbers cause call
treatment to resume at the beginning of the specified CCT number.
treatment on the Aspect ACD to resume at the step after the original
SEND DATA step. Labels containing valid CCT numbers cause call
treatment to resume at the beginning of the specified CCT number.
In addition to the CCT number, the label can contain extra data to pass
down to the Call Center. The extra data comes after the first three digits in
the label. Valid data is alphanumeric and is stored in one of the defined
Call Center A-E variables.
down to the Call Center. The extra data comes after the first three digits in
the label. Valid data is alphanumeric and is stored in one of the defined
Call Center A-E variables.
The formats used for Labels are as follows:
XXX
XXX
is the CCT number returned to the Call Center.
XXXyyyyyyyyyy
XXX
is the CCT Number returned to the Call Center and
yyyyyyyyyy
is the
additional label data that is stored in the variable configured by the
/response %<var >= labeldata
in the Call Control Variable Map field. The
variable limits the amount of information passed down.
XXX%2yyyyyyyyy
XXX
is the CCT Number returned to the Call Center. In this example,
%2
specifies to use the Call Center “B” variable when storing the additional
information and
information and
yyyyyyyyyy
is the additional label data in the variable that
is specified after the
% escape
field in the label. The variable limits the
amount of information passed down.