Cisco Cisco Unified Contact Center Enterprise 9.0(2) Technical References
Translation Routing Scripts
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5.2. Translation Routing Scripts
Translation routing scripts are used to route calls that are sent to the PG by
another Unified ICM PG. If a call is translation routed to the Avaya switch,
it will hit the Request Instruction VDN that is configured for SCI support.
OPC will then match the call and send the final route or target to the ARS
Gateway.
another Unified ICM PG. If a call is translation routed to the Avaya switch,
it will hit the Request Instruction VDN that is configured for SCI support.
OPC will then match the call and send the final route or target to the ARS
Gateway.
5.2.1. An Example of Unified ICME Scripting for Translation
Routes
In the example script in Figure 9, a new call comes to the NIC. The router
starts the routing script. The script translation routes the call to the Avaya
PBX (to its Request Instruction VDN). The Gateway sends the Request
Instruction message to the router and the script continues like the example
shown above. It queues the call to an agent skill group and offers call
treatment to the caller if they need to wait for an agent to become available.
starts the routing script. The script translation routes the call to the Avaya
PBX (to its Request Instruction VDN). The Gateway sends the Request
Instruction message to the router and the script continues like the example
shown above. It queues the call to an agent skill group and offers call
treatment to the caller if they need to wait for an agent to become available.
Figure 9: Script for Translation Routes