Cisco Cisco IP Contact Center Release 4.6.1 User Guide
Table of Contents
Purpose .....................................................................................................................................................1
Audience ....................................................................................................................................................1
Organization ..............................................................................................................................................1
Related Documentation .............................................................................................................................2
Conventions................................................................................................................................................3
Obtaining Documentation and Submitting a Service Request...................................................................3
Documentation Feedback...........................................................................................................................4
Audience ....................................................................................................................................................1
Organization ..............................................................................................................................................1
Related Documentation .............................................................................................................................2
Conventions................................................................................................................................................3
Obtaining Documentation and Submitting a Service Request...................................................................3
Documentation Feedback...........................................................................................................................4
The Palette.................................................................................................................................................6
Using the Palette to Build a Script..............................................................................................................7
General Tab................................................................................................................................................7
Routing Tab.................................................................................................................................................8
Targets Tab.................................................................................................................................................9
Queue Tab................................................................................................................................................10
How to Create a Routing Script ...............................................................................................................10
How to Add Comments to a Node............................................................................................................11
How to Specify Connection Label Location for a Node............................................................................12
How to Validate Scripts.............................................................................................................................13
How to Open Script Explorer....................................................................................................................14
How to Schedule a Routing Script............................................................................................................14
Viewing Modes.........................................................................................................................................16
Using the Find Nodes Option...................................................................................................................17
Using the Palette to Build a Script..............................................................................................................7
General Tab................................................................................................................................................7
Routing Tab.................................................................................................................................................8
Targets Tab.................................................................................................................................................9
Queue Tab................................................................................................................................................10
How to Create a Routing Script ...............................................................................................................10
How to Add Comments to a Node............................................................................................................11
How to Specify Connection Label Location for a Node............................................................................12
How to Validate Scripts.............................................................................................................................13
How to Open Script Explorer....................................................................................................................14
How to Schedule a Routing Script............................................................................................................14
Viewing Modes.........................................................................................................................................16
Using the Find Nodes Option...................................................................................................................17
Common Find Nodes Dialog Box Properties............................................................................................18
Find Nodes By section..............................................................................................................................18
Find Nodes In section...............................................................................................................................19
Common Nodes Found Dialog Box Properties.........................................................................................19
How to find nodes by Node ID..................................................................................................................19
How to find nodes by Object.....................................................................................................................20
How to find nodes by Node Type..............................................................................................................20
How to find nodes by String......................................................................................................................21
Find Nodes By section..............................................................................................................................18
Find Nodes In section...............................................................................................................................19
Common Nodes Found Dialog Box Properties.........................................................................................19
How to find nodes by Node ID..................................................................................................................19
How to find nodes by Object.....................................................................................................................20
How to find nodes by Node Type..............................................................................................................20
How to find nodes by String......................................................................................................................21
What is a Call Type? ................................................................................................................................23
What is a Default Call Type? ....................................................................................................................24
How Call Types and Scripts are Related..................................................................................................24
Call Type Qualifiers...................................................................................................................................24
What is a Default Call Type? ....................................................................................................................24
How Call Types and Scripts are Related..................................................................................................24
Call Type Qualifiers...................................................................................................................................24
Dialed Number (DN)............................................................................................................................25
Calling Line ID (CLID)..........................................................................................................................25
Using a CLID Prefix.............................................................................................................................25
Using a CLID Region ..........................................................................................................................25
Caller-entered Digits (CED) ................................................................................................................26
Calling Line ID (CLID)..........................................................................................................................25
Using a CLID Prefix.............................................................................................................................25
Using a CLID Region ..........................................................................................................................25
Caller-entered Digits (CED) ................................................................................................................26
Data for Web Requests............................................................................................................................26
Data for E-Mail Requests ........................................................................................................................27
How ICM Software Associates Contacts with Call Types.........................................................................27
Data for E-Mail Requests ........................................................................................................................27
How ICM Software Associates Contacts with Call Types.........................................................................27
Scripting and Media Routing Guide Cisco Unified ICM/Contact Center Enterprise & Hosted Release 7.5(1)
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