Cisco Cisco IP Contact Center Release 4.6.1 User Guide

Data for E-Mail Requests

Cisco E-Mail Manager sends the following data to ICM software when requesting that an e-mail
message be routed:

•

Instance and skill group name - A string that determines which script to run on ICM software.
The value is the name of the E-Mail Manager instance and the ICM Routing skill group the
message was assigned to, separated by a period; for example, "SupportInstance.techSupport".
The string maps to the Script Selector value. Therefore, you must ensure that Script Selectors
with the value of the E-Mail Manager instance name and each ICM Routing skill group are
configured in ICM software.

•

cisco.cem.Priority - The priority of the message. The value of the Priority variable, which is
"0" through "3"

–

"0" for Normal

Note: The priority if set through the E-Mail Manager rules. The value of the variable can
be used to categorize the contact in a script.

–

"1" for High

–

"2" for Very High

–

"3" for Urgent

•

cisco.cem.Category - The categories of the message. The categories variable is an array
containing up to 10 category values. Category values are configured by the E-Mail Manager
administrator. The value of the variable can be used to categorize the contact in a script.

•

cisco.cem.MessageKey - The unique identifier of the message that E-Mail Manager is
requesting ICM software to route. While typically the Message Key would not be used to
categorize a contact in a script, it may be useful when ICM software is integrated with a
CRM application; the Message Key could be recorded in the CRM database for future
reference to e-mail correspondence with a customer.

For information on Expanded Call Variables, see the Cisco ICM Software Configuration Guide.

For information on setting up Cisco E-Mail Manager to send route requests to ICM software,
see the Cisco E-Mail Manager Administration Guide.

How ICM Software Associates Contacts with Call Types

Following is the general process of how ICM software attempts to associate a contact with a
Call Type.

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