Cisco Cisco IP Contact Center Release 4.6.2 User Guide
Call Types, Contact Data, and Scripting
As one writing scripts to route contacts, you must understand Call Types and contact data. Call
Types are typically created during ICM software configuration, through the ICM Configuration
Manager, and are therefore discussed in greater detail in the Cisco ICM Software Configuration
Guide and the Cisco ICM Software IP Contact Center Installation and Configuration Guide.
Types are typically created during ICM software configuration, through the ICM Configuration
Manager, and are therefore discussed in greater detail in the Cisco ICM Software Configuration
Guide and the Cisco ICM Software IP Contact Center Installation and Configuration Guide.
This chapter contains the following topics:
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What is a Call Type?
A Call Type is the first-level category of a contact and is determined by data associated with
the contact. You associate a script with a Call Type. When a contact of a certain Call Type is
received, the associated script runs on that contact.
the contact. You associate a script with a Call Type. When a contact of a certain Call Type is
received, the associated script runs on that contact.
Note: You create Call Types through Configuration Manager before writing routing scripts.
For more information, see the Cisco ICM Software Configuration Guide.
For more information, see the Cisco ICM Software Configuration Guide.
Scripting and Media Routing Guide Cisco Unified ICM/Contact Center Enterprise & Hosted Release 7.5(1)
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Chapter 2