Cisco Cisco IP Contact Center Release 4.6.1 User Guide

Following is the Properties dialog box of the If node:

Figure 36: If Properties

Define If node properties as follows:

1. In the Define condition field, enter a condition or use the Formula Editor to create a formula.

2. Optionally, add comments and connection labels.

How to Categorize a Contact Based on its Media Routing Domain

You use the Media Routing Domain node to categorize contacts based on their media routing
domains. This node is described in the Universal Queue section of this document.

Categorizing By External Data

Scripts can categorize a contact based on data stored in a database that is not part of ICM
software, such as a Customer Relationship Management (CRM) system.

For example, a script that processes incoming phone calls can query a CRM using the CLID to
determine if the customer should receive Premium or Standard phone support. The records for
the customer with the phone number matching the CLID are retrieved, and the value of the
Support column is returned to the script. If the value indicates that the customer has paid for
Premium support, script processing continues down one branch that assigns the phone call to a

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