Cisco Cisco IPCC Web Option Installation Guide

Scripting on the Unified CCX Child

The CRS Editor contains three steps that specifically interface with IPCC Gateway:

•

Get Enterprise Call Info / Set Enterprise Call Info (Call Contact palette of CRS Editor).
Use these steps to retrieve or send data from one part of your system to another. In an IPCC
Gateway deployment, this enables getting and setting data from Unified CCX to the Unified
ICME parent and Cisco Agent Desktop. As this step must appear in a CRS script before the
call is connected to an agent, place this step in the script before the Request Route or Select
Resource Step.

•

Request Route (ACD palette). Use the Request Route step to request a call routing label
from Unified ICME. A Unified CCX script can then use that label to process the call further.
The route point must be registered in the Peripheral Monitor table of Unified ICME, 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 Unified
ICME.

–

Failed. The Request Route step failed to return a routing destination from Unified ICME.

Figure 13: Request Route Step

Call Variables in IPCC Express Gateway

Unified CCX 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.

Cisco IPCC Gateway Deployment Guide for Unified ICME, Unified CCE, and Unified CCX, Enterprise Releases 7.2(1) and Express Release 5.0(1)