Cisco Cisco IPCC Web Option Installation Guide

the call gets connected to an agent, so place this step in the script before the Request Route
or Select Resource Step.

•

Request Route (IPCC Express palette). Use the Request Route step to request a call routing
label from Cisco ICM software. An IPCC Express script can then use that label to process
the call further. The route point must be registered in the Peripheral Monitor table of the ICM
software, and the route request is uniquely identified by the route point.

The Request Route step has two output branches:

–

Selected. The Request Route step successfully returned a routing destination from ICM
software.

–

Failed. The Request Route step failed to return a routing destination from ICM software.

Figure 10: Request Route Step

Call Variables in IPCC Express Gateway

IPCC Express uses Call Variables and Expanded Call variables when passing data between the
systems. For example, the Set Enterprise Call Info step in the CRS Editor has two tabs. Use the
General tab to set call data in predefined call variables; use the Expanded Call Variables tab to
set data in enterprise ECC variables.

Every enterprise ECC variable must be defined on both sides of the system that sends and
receives the variable data. In an IPCC Express system integrated with ICM software through
the IPCC Gateway, the enterprise ECC variable must be defined both in IPCC Express, in Cisco
Desktop Administrator (CDA), and also in ICM software (in the Expanded Call Variable List
Tool in ICM Configuration Manager).

• All ECC variable names should begin with the characters: 

(includes period).

Cisco IPCC Gateway Deployment Guide ICM/IPCC Enterprise Edition Release 7.0(0), IPCC Express Release 4.0(0) Releases 7.0(0) and 4.0(0)