Cisco Cisco IP Contact Center Release 4.6.1 User Guide

2. The script queues the request to a single-session chat skill group. At this time, ICM software

attempts to find an available agent who is a member of that skill group. When the agent
is found, ICM software returns the agent ID to the Collaboration Server.

Example - Pushing a URL to a Waiting Caller

The following script example shows how a script can push a URL to a waiting caller before the
Web request is queued to a skill group:

Figure 127: pushiing URL to waiting caller

In this example, the Run External Script node pushes the selected URL to the caller's browser.

Note: For the Run External Script node to work, here must be an entry in the Network VRU
list pointing to the URL map file on the Collaboration Server. For more information, see the
Cisco Collaboration Server Administration Guide.

After the Run External Script node, the script functions just as the preceding example.

Example - Queuing Directly to an Agent

The following script example shows how a Web requests can be queued directly to an agent:

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