Cisco Cisco IP Contact Center Release 4.6.1 User Guide
Description
Chapter
Discusses diverting contacts to a Network VRU for additional call
processing.
processing.
Chapter 5,
Discusses writing scripts to handle multichannel routing situations.
Chapter 6,
Explains how to create formulas and use them in routing nodes,
categorizing contacts, and selecting routing targets.
categorizing contacts, and selecting routing targets.
Chapter 7,
Discusses ICM script management tools and procedures.
Chapter 8,
Discusses Script Editor Feature Control in terms of restricting users
(or classes of users), from all (or some) Script Editor functionality.
(or classes of users), from all (or some) Script Editor functionality.
Chapter 9,
Discusses the Internet Script Editor functionality.
Chapter 10,
Discusses scripting in an IPCC Environment.
Chapter 11,
Provides information relating to the Start, Comment, and Line
Connector nodes.
Connector nodes.
Chapter 12,
Provides example Web Collaboration, E-Mail, Universal Queue, IPCC
Enterprise, Outbound Option, and Estimated Wait Time (EWT)
queuing..
Enterprise, Outbound Option, and Estimated Wait Time (EWT)
queuing..
Chapter 13,
Discusses scripting considerations in a hosted environment.
Chapter 14,
Provides scripting troubleshooting information.
Chapter 15,
Related Documentation
Documentation for Cisco Unified ICM/Unified Contact Center (IPCC) Enterprise & Hosted,
as well as related documentation, is accessible from Cisco.com at
as well as related documentation, is accessible from Cisco.com at
•
Related documentation includes the documentation sets for Cisco CTI Object Server (CTI
OS), Cisco Agent Desktop (CAD), Cisco Agent Desktop - Browser Edition (CAD-BE), Cisco
Unified Contact Center Management Portal, Cisco Unified Customer Voice Portal (CVP),
Cisco IP IVR, Cisco Support Tools, and Cisco Remote Monitoring Suite (RMS).
OS), Cisco Agent Desktop (CAD), Cisco Agent Desktop - Browser Edition (CAD-BE), Cisco
Unified Contact Center Management Portal, Cisco Unified Customer Voice Portal (CVP),
Cisco IP IVR, Cisco Support Tools, and Cisco Remote Monitoring Suite (RMS).
For documentation for these Cisco Unified Contact Center Products, go to
, click on Voice and Unified
Communications, then click on Cisco Unified Contact Center Products or Cisco Unified
Voice Self-Service Products, then click on the product/option you are interested in.
Voice Self-Service Products, then click on the product/option you are interested in.
•
Also related is the documentation for Cisco Unified Communications Manager, which can
also be accessed from
also be accessed from
•
.
•
Scripting and Media Routing Guide Cisco Unified ICM/Contact Center Enterprise & Hosted Release 7.5(1)
2
Preface
Related Documentation