Cisco Cisco E-Mail Manager Unity Integration Option User Guide

1. If the Dialed Number, Calling Line ID, and Caller-Entered Digits of the contact map to a

defined Call Type, ICM software uses that Call Type.

2. If no Call Type matches the contact, ICM software uses the default Call Type for the

routing client.

3. If no default Call Type is defined for the routing client, ICM software uses the general

default Call Type.

4. If no general default Call Type is defined, ICM software uses the default label defined for

the dialed number.

5. If no default label is defined for the dialed number, ICM software returns an error to the

routing client.

Example - How ICM Software Determines the Call Type for a Voice Contact

The following basic example demonstrates how ICM Software Determines the Call Type for a
voice contact and runs the appropriate script:

1. When configuring ICM software, you create a Call Type called

"MASSACHUSETTS_SALES". This Call Type is defined as:

–

Having a Dialed Number of "NICClient1.8005551234".

–

Being from Massachusetts. This is determined by using a Calling Line ID Region
which consists of CLID Prefixes for all area codes in Massachusetts: 617, 508, 978,
and 413.

–

Being a Sales call. This is determined by a Caller Entered Digits value of "1", which
is the number in the voice menu to indicate that the caller needs sales help.

2. You create a script called "MASSACHUSETTS_SALES_SCRIPT" which finds the longest

available agent in the "NORTHEAST_SALES" skill group.

3. You schedule the script to run for the "MASSACHUSETSS_SALES" Call Type.

4. A caller dials 1-800-555-1234, from the phone number 508-663-4958.

5. When prompted by a menu, the caller enters 1 to request sales help.

6. A route request is sent to ICM software.

7. ICM software examines the dialed number, which equals "18005551234".

8. ICM software evaluates the CLID value and determines that the CLID prefix is "508",

which is an area code in Massachusetts.

9. ICM software examines the CED value, which is "1", which indicates that it is a Sales

call.

Scripting and Media Routing Guide Cisco Unified ICM/Contact Center Enterprise & Hosted Release 7.5(1)