Cisco Cisco IP Contact Center Release 4.6.1 User Guide

1. Start the Call Tracer by double-clicking the Call Tracer icon in the ICM Admin Workstation

group. Script Editor opens, bringing up Call Tracer with it. To open Call Tracer if Script
Editor is already open, double-click the Call Tracer icon in either the ICM Admin
Workstation group or within the Script Editor toolbar.

Figure 76: Call Tracer Icon

2. In the Call Tracer window, choose a Media Domain, a Routing Client, and a Dialed

Number.

3. Optionally, enter an ANI (callers telephone number).

4. If you want to test a response from a IVR/VRU routing script, enter values in CED

(caller-entered digits) and VRU Responses for External Script.

5. To use Network Transfer Call, A feature that integrates the ICM Post-Routing function

with a carrier network's call control ability so that a call can be transferred anywhere in
the network without the use of transfer/connect services or inter-site tie lines:

–

Check Use Network Transfer

–

Select a routing client and a dialed number value.

6. Click Send Call to submit the request. The results appear in the Call Trace Results field.

7. To send additional calls, optionally change any of the call parameters and then click Send

Call again. The Call Trace Results field is updated.

8. The ICM software executes only installed scripts in response to requests from the Call

Tracer. Any uninstalled changes in scripts are not reflected in the Call Tracer results.

Example Results

In the following example results from Call Tracer, ICM software invokes a script called sales.
It begins with the Start node and then executes a Percent Allocation node that has three branches
allocated for 42%, 16%, and 42%, respectively. The asterisk indicates that for this call, the ICM
software chooses the first branch. This branch leads to a target that maps to the service
Scranton.Sales. Had this been an actual call, the call would have been delivered to that service.

As you continue to send calls to the ICM software, the numbers for each node change to indicate
how calls have been distributed. Each time a call arrives at a Percent Allocation node, the ICM
software calculates the percentage of calls previously sent to each branch

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