Cisco Cisco IP Contact Center Release 4.6.1 Technical References
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Unified ICME Scripting in the ARS Environment
5.1. Pre-Routing and Post-Routing Scripts
In the Pre-Routed case, the NIC sends the call information to the PG which
causes a script to execute.
causes a script to execute.
In the Post-Routing case, the Gateway sends the call information to the PG
along with a Dialed Number which causes a script to execute. This happens
when a call hits the New Call vector that is configured on the switch as part
of the ARS PG configuration for SCI support. The Unified ICM script will
ultimately send the call to an agent, queue the call, or send the call to a VRU
for call treatment or for gathering additional routing information.
along with a Dialed Number which causes a script to execute. This happens
when a call hits the New Call vector that is configured on the switch as part
of the ARS PG configuration for SCI support. The Unified ICM script will
ultimately send the call to an agent, queue the call, or send the call to a VRU
for call treatment or for gathering additional routing information.
5.1.1. An Example of Unified ICME Scripting for New Calls
The script shown will queue the call to an agent skill group. If an agent is not
available immediately, VRU scripts will be executed to provide caller
treatment while they wait for an agent to become available. If an agent
becomes available, the call will be sent to that agent.
available immediately, VRU scripts will be executed to provide caller
treatment while they wait for an agent to become available. If an agent
becomes available, the call will be sent to that agent.
Figure 8 is an example of Unified ICME Scripting for routing new calls.
Figure 8: Unified ICME Script for Routing New Calls